You’re In the Right Place Welcome to SSAI’s SCSEP Customer Satisfaction Surveys Webinar We’ll start in 5 minutes.

Technical Details Telephones will be muted during the presentation. This webinar is being recorded. We will have Question and Answer segments throughout the presentation. In order to ask a question Please use the Raise Hand Icon. You can also ask a question or make a comment by clicking send a note icon

Senior Service America, Inc. (SSAI) Webinar: SCSEP Customer Satisfaction Surveys Thursday, September 6, 2018 2:00 p.m. EDT

Today’s Presenters Chris Garland, National SCSEP Director Webinar Length 1.5 hours from 2:00 – 3:30 p.m. Eastern Daylight Time We may finish early if not all time is needed

Webinar Agenda Welcome New SCSEP Performance Measures Participant Host Agency Supervisor Employer Questions/Answers Adjourn

New SCSEP Performance Measures In the 2016 Reauthorization of the Older Americans Act, Congress changed the performance measures for SCSEP There are 6 new measures Customer Satisfaction for Participants, Host Agencies and Employers Exiters employed in Q2 after exit; Exiters employed in Q4 after exit; Median earnings We have another webinar Performance Measures Webinar scheduled on September 18th Marta

Participant, Host Agency Supervisor, and Employer Surveys been around since 2004 In fact, they used to be a real performance measure (2004-2007) but in 2007, Congress changed them to additional indicators

It is great news that they are Performance Measures Again! Why? We do well on these measures. This webinar is to help focus us on this opportunity to do well. Focus on the “how to” of these measures.

What is the ACSI? ACSI – stands for American Customer Satisfaction Survey Index  The ACSI is the nation's only cross-industry measure of customer satisfaction, gives businesses science-based insights across the complete arc of the customer experience. We can compare SCSEP to other industries or companies, such as Amazon or Starbuck Visit https://www.theacsi.org

Comparisons SCSEP’s recent ACSI Scores: Amazon 2017 ACSI: 85 SSAI Participant 83.9 SSAI Host Agency Supervisor 81.8 Amazon 2017 ACSI: 85 Starbucks 2017 ACSI: 78 CVS 2017 ACSI: 78

Goals for PY18 Participant Satisfaction: 84 Host Agency Satisfaction: 82

Processes DOL oversees the process for both the annual Participant and Host Agency Supervisor Satisfaction Surveys DOL drives the bus SSAI oversees the process for the Employer Satisfaction Surveys

Tactics to Achieving Participant and Host Agency Survey Goals Tactic #1 – Review all emails from SSAI promptly and prioritize action requested Tactic #2 – Communicate regularly with your participants and supervisors that surveys are coming Anonymous – Neither SSAI or you see responses Important to future of SCSEP

Steps to Achieve Goals 1. In August, DOL draws sample. (We ensure addresses for participants and host agencies are correct and most current in SPARQ) 2. Prepare for pre-survey letter mailing

Steps (continued) 3. DOL will send us list of participants selected to be in the participant survey sample 4. Complete your pre-survey letters 5. Mail your pre-survey letters when DOL says “mail” 6. DOL will mail surveys, and participants and supervisors will complete and mail them to Charter Oak Group 7. DOL will repeat #6 up to two more times

Bad Addresses Since the surveys are sent by DOL on SSAI letterhead, SSAI HQ receives surveys undeliverable by the post office We contact you to see if there is an another address We re-mail the survey We let DOL know of the address update

Tour the SCSEP Satisfaction Survey Center on the Partner’s Page

Questions? Raise Your Hand or Send Us a Note

Employer Satisfaction Surveys No goal for PY18 – baseline year What do you need to know?

This process is driven by the employer, not the participant. Not all employers get employer surveys Qualifying employers only get 1 survey every 12 months

Section 900E of PPM What is a Qualifying Employer? Employers must have received substantial services from a SCSEP project – which means the sponsor answered “Yes” to question #21 on the SCSEP Unsubsidized Employment Form (“Was the placement the result of a substantial service to the employer by the sub-grantee?”). Employers must NOT be host agencies; which means the sponsor answered “No” to question #7 on the SCSEP Unsubsidized Employment Form (“Is the employer a host agency?”).

Employer Criteria (continued) Employers must not have been surveyed within the program year, which means sponsors survey once and continue to enter the same survey number for subsequent placements with that same employer until the next program year. The employer is not a self-employed participant.

Process We have 100 days from the date of the employers first placement in 12 month period Let’s review the Pending Employer Survey Report in SPARQ which tells us which Employer and when

Now that we know which employer and when and since you have a relationship with this employer, be sure to talk to the employer at the time of placement:   I will be staying in touch to see how the placement is going I will call you in about X days to arrange a visit (or to touch base with you if a visit is not feasible) Our program, the Senior Community Service Employment Program (SCSEP) is administered by Senior Service America. We and SSAI are very interested in your evaluation of our services SSAI will be asking you to complete a short, confidential survey to tell us about your experience with our services The survey is processed by a third party to ensure the confidentiality of your responses We will use the summarized survey information to improve our services to our customers, including employers like you

SSAI has the option of hand-delivering or mailing the Employer Survey Using the SPARQ report, your Program Officer will call you to discuss and we expect that we will be sending you the packet to hand-deliver to the Employer

After a survey is hand-delivered, we wait three weeks and then we coordinate with you mailing a second survey Call and let employer know that we are sending a second copy We do not try a 3rd time Let’s review the info in the Satisfaction Center on the Partners’ Page

Questions? Raise Your Hand or Send Us a Note

Short Survey Raise your hand (using raise hand icon) if today’s webinar helpful?

Let’s do it! This Photo by Unknown Author is licensed under CC BY-NC-SA

Questions After This Webinar Contact us by either: Calling: 301-578-8989 Emailing: scsephelp@ssa-i.org or Opening a case via SSAI’s Connect Portal And we will respond!

Adjourn We will notify you when the following is available on the SSAI Partners’ Page: Today’s PowerPoint Presentation Link to today’s webinar recording Thank you for attending!