Washington County Human Services System Analysis
Summary of Findings from the Survey Data
August 2007
Survey Methodology
Surveys were designed by an independent consultant working with Collective Impact, LLC
in order to collect information from three groups of primary stakeholders in the Washington
County human services system. These stakeholder groups included:
 Administrators/Supervisors
 Direct Service Staff
 Consumers
The wording of questions and statements within the survey was tailored to each group of
respondents; however, the specific issues assessed through survey methods were the
same for each group. All three groups were asked about key issues related to the three
service system domains identified by the Washington County Implementation Team.
Survey findings will be organized and presented within this report by analysis domain for
each stakeholder group. The final section of the report will provide conclusions based on
survey responses of the three groups about the service system issues. The analysis
domains discussed within the report are:
 Access to Services
 Service Provision
 Agency Interaction
Within each domain a number of issues were explored through the survey. Each
stakeholder group was asked to respond to a number of statements about the Washington
County human services system using a five point Likert-type scale. Response choices
were: Never, Rarely, Some of the Time, Most of the Time, and All of the Time. Survey
results were analyzed in most cases based on the percentage of responses to each
statement that are either “Most of the Time” or “All of the Time”. These responses indicate
agreement with the statement.
Several specific issues contributing to each of the three analysis domains were explored
through the surveys. These issues included:
Access Issues:
 Service availability
 Transportation
 Waiting lists
 Consumer knowledge about where to get services
 Appointment times
Service Provision Issues:
 Staff relationships with consumers
 Consumer involvement in service decisions
 Staff knowledge of services
Agency Interaction Issues
 Interagency communication
 Sharing information
 Linking consumers to services outside the agency
Seventeen (17) Washington County agencies were identified by the local Implementation
Team and asked to participate in the surveys. Responses from all 17 agencies are
represented within at least one of the three stakeholder groups; however, the level of
response varied significantly from one agency to another. Further description of the survey
respondents will be provided for each stakeholder group within the findings section of this
report.
All three surveys could be accessed and completed on-line through the Internet. Two
stakeholder groups (administrators/supervisors and direct service staff) responded to the
survey electronically (on-line) while most of the consumer group completed a paper survey
or provided responses through an interview format.
Survey respondents were not selected randomly; therefore, the survey responses do not
represent a statistically valid sampling of all stakeholders in the county making up each
group. Although survey findings cannot be said to represent the opinions of the larger
number of total stakeholders making up each group with any degree of statistical
confidence, the findings do provide useful insight into the issues outlined above from the
perspective of those persons who responded from each group.
Summary of Findings from the Survey Responses
Administrators/Supervisors
At least one administrator or supervisor from 15 different agencies responded to the
survey. There were a total of 87 responses. The number of responses from each agency
ranged from 1 to 14. Positions held by respondents varied significantly. Most of the
respondents appear to be program directors/coordinators. Administrators (CEO or
Department Director) made up 25.6% of those responding, and the remaining 74.4% of
respondents were supervisors or program directors. 57% of this stakeholder group has
held an administrator or supervisor position for five years or longer.
Access to Services:
Several survey statements relate to access issues. Most respondents in this group think
needed services are available in Washington County most or all of the time (74.4%), and
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none believe services are available rarely or never. This group is less confident that
consumers know where to go to find services. Only 28.1% of the
administrators/supervisors indicate that consumers know where to find out about services
all or most of the time. The group also feels that a substantial number of consumers have
some difficulty in getting to services due to a lack of transportation. 89% think consumers
have transportation issues at least some of the time, and 27% believe transportation is a
problem most or all of the time.
Less than half of this group (48.1%) indicated that consumers could get the services they
need without being put on a waiting list most or all of the time. The group also feels that
getting off work or school to keep appointments is an issue for some consumers at least
some of the time (82.7%); however, about the same number of respondents (80.1%)
indicated that staff will arrange appointments in the evening or weekends at least some of
the time.
Service Provision:
Generally speaking, the administrators/supervisors believe agency staff members respond
to consumer needs. 77.8% believe the services consumers receive are helpful all or most
of the time. This group also believes staff is available to provide consumers with
information they need (96.2%), and staff are able to answer consumer’s questions (89%)
most of the time. A smaller percentage of this group indicated that consumers are
assigned to someone to make sure they are connected to needed services (60.1%
responded most or all of the time).
The group also believes staff-consumer relationships are good. Almost all respondents
indicated that staff treat consumers with courtesy and respect (97.6% responded all or
most of the time) and consumers are made to feel welcome (96.3% responded all or most
of the time). Over 90% of survey responses (93.8%) also indicated that staff members
really listen to consumer concerns all or most of the time. A high percentage of supervisors
(88.8%) indicate that agency personnel working with consumers have a full understanding
of their situation all or most of the time.
Supervisors also appear confident that consumers are involved in planning their services.
They indicate consumers are asked about services they receive to determine if changes
need to be made (86.3% all or most of the time), and consumer opinion really matters
when service plans are developed (87.5% all or most of the time).
Agency Interaction:
The administrator/supervisor stakeholders seem to generally feel that personnel at their
respective agencies are knowledgeable about services provided by other agencies. 83.3%
of them responded to this statement with “most of the time” or “all of the time”. This group
of respondents is also confident that their staff are able to connect consumers to the
services they need (87.4% responded all or most of the time). When asked about
communication and sharing of information with other agencies, responses are somewhat
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less favorable. 55.5% of the respondents think representatives of various agencies talk to
each other about consumer needs all or most of the time, and 65.9% of them believe
different agencies share information about consumers (with proper consent) all or most of
the time.
General Comments:
A wide range of general comments were offered by survey respondents. Issues mentioned
by administrators/supervisors multiple times were:
1. The need to improve transportation services, and
2. Continued interagency efforts in working together across agency lines.
Direct Service Staff
A total of 100 direct service staff from 15 different agencies responded to the survey. The
number of respondents from a single agency ranged from 1 to 10. These direct service
personnel as a group have considerable experience working within the human services
system of Washington County. Nearly half (49%) of the direct service staff completing a
survey have worked for their current employer for more than five years. Only 10% have
been working less than one year. Survey respondents provide a range of services and
may provide more than one type of service. The most frequently provided services are
mental health services (45.4%), social services (40.2% of respondents), and substance
abuse services (26.8%). Case managers make up 32% of this group, and 29% of the
survey respondents are clinicians; the other 39% of respondents hold a wide variety of
other positions within the 15 agencies represented.
Access to Services:
A majority (65.7%) of direct service personnel completing the survey believe services
consumers need are available in Washington County all or most of the time; however, only
28.3% indicated that consumers know where to go to find out what services are available
(all or most of the time). Direct service workers, like their supervisors, believe
transportation issues make it hard for consumers to get to services at least some of the
time. 83% of the direct service respondents indicated that lack of transportation was a
problem for consumers some, most, or all of the time.
Half of this group indicated that consumers were able to get into the services they need
without having to wait (50.5% responding all or most of the time). However, the other half
of the direct service personnel acknowledged that consumers had to wait for needed
services at least some of the time. The perception of the direct service workers is that
some consumers have a hard time getting off work or school to come in for appointments
during regular daytime hours (70.7% responding some or most of the time). A similar
percentage (72.8%) also indicated that staff will arrange to see consumers in the evening
or on weekends if they cannot come in on week days.
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Service Provision:
Direct service workers believe agency staff members are able to respond to consumer
needs. 79.8% believe the services consumers receive are helpful to them all or most of the
time. This group also believes staff is available to provide consumers with information they
need (87.7%), and staff are able to answer consumers’ questions (84%) most or all of the
time. A lower percentage of responses (70.7%) from these direct service providers indicate
that someone is assigned to each consumer to make sure they are connected to services
they need most or all of the time.
These personnel who actually deliver services to consumers feel they have a good
relationship with the people they serve. Almost all respondents indicated that staff treats
consumers with courtesy and respect (93.9% responded all or most of the time). They also
believe consumers are made to feel welcome by staff at their agencies (90.9% responded
all or most of the time). There was a strong consensus of opinion about how well staff
members listen and understand consumer issues. 92.9% indicated that staff really listen to
consumer concerns all or most of the time, and 86.8% of the direct services staff believe
they and their co-workers have a full understanding of consumer situations all or most of
the time.
Agency personnel working directly with consumers indicate consumers are involved in
planning and reviewing their services. Based on responses from this group of direct
service staff, consumers are asked about services they receive to determine if changes
need to be made (85.7% of respondents chose all or most of the time), and consumer
opinion really matters when service plans are developed (89.8% chose all or most of the
time).
Agency Interaction:
Direct service workers report that they and their co-workers are knowledgeable about
services provided by other agencies in the county. 77.6% indicated such knowledge most
or all of the time. Respondents also feel that staff is able to connect consumers to the
services they need (84.7% responded all or most of the time). When asked about their
level of communication with other agencies about consumer needs and services available,
less than half the respondents in this group indicated that direct service staff talk to each
other most or all of the time (42.6%). Little more than half (59.2%) of the direct service
respondents believe different agencies share information about consumers (with proper
consent) all or most of the time.
General Comments:
Nineteen (19) respondents in this group offered comments. These comments were wide
ranging but consumer related issues that were mentioned more than once included:
1. A need to improve transportation services,
2. A need for affordable housing, and
3. An increased level of coordination among local agencies.
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Consumers
A total of 110 consumers responded to the survey. These consumers received services
from all 17 designated agencies and some of the consumers listed other agencies or
programs located in the county where they receive some service as well (a total of 14
other agencies were listed by consumers). Thus, the consumer group represents people
being served by at least 31 agencies in Washington County. As was the case with other
groups of survey respondents, some of the participating agencies were able to secure only
one consumer response while others collected considerably more. The maximum number
of consumers recruited for the survey from any single agency was 14.
Ages of the consumers included in the surveyed group were slightly skewed toward an
older population – 44.5% are less than 35 years of age and 55.5% were 35 or older.
Services received by these consumers are predominately mental health services (48.1%),
substance abuse services (34.9%), and social services (31.1%). Many consumers receive
more than one type of service. 15.1% of this group use transportation services and 14.2%
receive senior services.
Many of the consumers participating in the survey are relatively new to the human services
system. About half of the consumer respondents (49.5%) have been receiving services
from one or more Washington County agencies for less than one year.
Access to Services:
Most of the consumers reported that the services they need are available to them in
Washington County most or all of the time (85.4%), and 76.5% indicated that they know
where to go to find out what services are available (all or most of the time). Transportation
issues make it hard for 30.2% of these consumers to get to services at least some of the
time.
Most of these consumers were able to get into the services they need without having to
wait (72.8% responded all or most of the time). 36.7% of the consumer respondents
indicated some level of difficulty in getting off work or school to attend appointments at
least some of the time. A majority of the consumers surveyed (66.4%) indicated they could
schedule appointments during evening or weekend hours at least some of the time.
Service Provision:
Consumers generally believe the services they receive are helping them all or most of the
time (88.1%). None of the consumers reported that services never or rarely helped them.
Most consumers also indicated that people are available at local agencies to provide them
with information they need (81.2%), and agency staff are able to answer their questions
(90.3%) most or all of the time.
Consumers completing the survey generally seem to feel good about how they are treated
by agency staff. Nearly all of the consumers (97.1%) reported they are treated with
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courtesy and respect all or most of the time. A high percentage of these consumers are
also made to feel welcome by staff at the agencies where they receive services (92.2%
responded all or most of the time). 71% of the consumers completing the survey report
that someone is assigned to them by local agencies to make sure they get connected to
services they may need.
The consumers represented in the survey seem to feel that agency personnel listen to
them and understand their issues. 92.1% indicated that staff really listen to their concerns
all or most of the time, and 86.3% of the consumers surveyed think the people they see at
local agencies have a full understanding of their situation all or most of the time.
Most consumers indicated that they are asked about services they receive and about
changes they think need to be made in their service plan. 82% indicated they were asked
all or most of the time. 87.2 % of this group feels like their opinion really matters when
service plans are developed for them (responding all or most of the time).
Agency Interaction:
For the most part, the consumer group of respondents believes that the people they see at
one agency know about services provided by other agencies. 77.8% of the consumers
indicated that people they see know about services at other agencies all or most of the
time. 85.7% of the consumers feel like the people they see connect them to needed
services. 69% of the consumers surveyed think different agencies where they receive
services talk to each other about their needs and services all or most of the time. A
majority of the survey respondents also think agencies share information about them in
order to coordinate services. 71.3% of the consumers believe information is shared all or
most of the time.
General Comments:
Consumer comments were mostly positive about services they receive in Washington
County. Comments were quite varied, and there were no common themes or issues that
seemed to emerge.
Conclusions from the Survey Data
Access to Services:
 Improving consumer knowledge about where to go to find out about needed services
when the consumer needs help is an issue that needs attention. Only about 30% of
the human service agency personnel participating in the survey believe consumers
know where to go when they need help most or all of the time.
 Direct service personnel responding to the survey are somewhat less confident that
needed services are available most or all of the time within the county than their
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administrators/supervisors. 74.4% of the supervisors believe “services consumers
need are available in the Washington County” while 65.7% of the direct services
personnel hold this belief. A higher percentage of the consumers included in the
survey indicated services they need are available.
 Transportation issues are seen as a problem by local agencies. A high percentage of
administrators/supervisors (89%) and direct service worker (83%) see lack of
transportation as an issue for consumers. 30% of the specific consumers responding
to the survey experience transportation problems at least some of the time.
 Local agencies (supervisors and direct service staff) participating in the survey
indicated that waiting to get into needed services is a problem for consumers.
 Evening or weekend appointments appear to be scheduled at least some of the time
if consumers cannot get off work or school during regular weekday hours.
Service Provision:
 Most service provision issues included in the survey were seen by all three
stakeholder groups positively. Based on the survey results, local agencies generally:
o Maintain good relationships with most consumers,
o Provide consumers with good information, and
o Involve consumers in service planning.
 There are indications from the survey data that consumers are not always assigned
to someone who makes sure they are connected to needed services.
Agency Interaction:
 The survey responses indicate an ongoing need to improve interagency
communication. Direct service personnel are less confident about their knowledge of
other agency services than are their supervisors.
 Coordination of services among provider agencies and the sharing of client
information as may be appropriate when consumers receive services from multiple
providers are issues that need ongoing attention in order to improve the human
services system in Washington County.
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