NAEH Survey: Areas for Improvement
What We Can Do Better
Performance Measurement and Data
Survey results showed discrepancies in how leaders and direct service provider staff perceive performance is measured, adjusted, and rewarded and how data is used within Fairfax’s homeless assistance system.
Thirty-nine percent of leaders agreed that providers were held accountable for their outcomes, but 36% were unsure if this was the case. There is evidence that providers with the best performance don’t necessarily receive any reward; 45% of leaders were unsure and 39% disagreed that this was the case. Most leaders (47%) believed service benchmarks were being monitored. However, 60% of staff were unsure if service benchmarks were being monitored. Eighty-one percent believed that they were responsible for helping consumers and their organizations meet predetermined outcomes.
Most leaders (37%) felt that the discharge plan was not really being used or monitored. Most direct service providers were unsure if the community had a comprehensive and effective discharge plan.
Fifty-seven percent of leaders thought landlords were being actively engaged, but weren’t sure if they were being supported once they had accepted a consumer into one of their units. Service providers were mostly unsure (46%) on whether landlords were actively supported. In both groups, there was uncertainty about the existence of a database that could match landlords and their units to consumers.
Nineteen out of 28 consumer respondents to a question on employment reported having no job; however, 69% of leaders thought that consumers had been connected to employment opportunities. “Help finding a job” was tied for being the second most commonly chosen answer for what consumers felt they needed the most to obtain permanent housing, but was not one of the top three most commonly offered services in the community (which were case management, shelter, and mental health treatment).
While the consumer respondents (of which there were 29 total) were happy with the services they received, 11 of the 27 respondents to the question of whether or not they were sometimes asked to do things they didn’t want to do in order to get served said they either agreed or strongly agreed. Thirty-seven percent disagreed they got to “call the shots” about when and how they received services. Mismatches between what consumers said they needed and what was offered, noted in the “How well is Fairfax meeting the needs of consumers?” section on the first page, also might imply a lack of consumer voice in the homeless assistance system.