Grange Emerging Leaders Project Deliverables
Family Experience

Enrollment
o What is the family’s experience of enrollment from start to finish?
o How did they hear about us?
o How difficult is the application to complete?
 Was the medical professional’s signature difficult or timely to obtain?
o How did you submit your application?
o How long did it take before you heard from us after submitting the
application?

Adventures
o Registration process
 Prior to the event
 Was online registration easy/difficult?
 Was the family given instructions on how to register?
 Were they notified the way they expected about the
adventure?
 Day of the event
 Was it easy to find registration at the adventure?
 Anything we can do to make adventure registration easier for
the family?
o How many adventures has the family attended?
 In the last year if they have been enrolled for awhile or if new, how
many since enrollment
o Does the family like the consistency of the adventures?
 Do we have them too often, not often enough, or perfect amount of
activities?
o Do they like the variety?
 Is there something they would like to see in the future?
 Do they like having the same activities each year?
o Any additional feedback they would like to provide?

Communication
o What does the family like and dislike about the way we communicate?
 Frequency?
 Style
 USPS, email, social media, website
o Anything the family would like for us to do differently about the way we
communicate to them?

Pain points
o Throughout the process, is there anything they would change?
o Are there any frustrations with the adventure process?
o What would they like to see more of?
o What can we do as an organization to make it easier for them to participate?

Other Services
o Are there any other services that the family would like to see us provide?
o Any other thoughts they may have on how we can bring more hope,
happiness, and healing into their lives?
Medical Professional Experience

Enrollment Process
o What is the experience of the medical professional while getting a family
enrolled with A Kid Again?
o What can we do to make this process better for them?
o What are pain points for the family during this process from the social
work/medical staff’s perspective?
o Is the process to get a family enrolled the same:
 Each time
 For each MD, PA, NP?
 For each social worker