Multi-Year Evaluation Project Results Announced
JFS has completed a two-year project to evaluate the agency and all its programs to measure satisfaction, progress towards key outcomes and identify improvement opportunities.
JFS began by surveying current and former clients across the agency regarding their experience with JFS as an agency. The results of that survey indicated 97% of survey respondents agreed that JFS staff care about them; 98% agreed that JFS staff treated them with respect and dignity; and 97.5% agreed that JFS staff were responsive to their needs.
From January 2023 to March 2024, JFS surveyed clients from all 13 of its free or fee-for-service programs and services including caregiver support group, chaplaincy, counseling, emergency financial assistance, grief support group, Holocaust survivor services, kosher Meals on Wheels, Next Chapter, Russian services, senior care services care coordination, care planning and caregiver coaching, and volunteers.
From this group, JFS learned most clients are between the ages of 50 to 99; two-thirds are female and prefer to speak English; and 88% are Caucasians. In addition, 98% agreed they would recommend the program or service to others; 98% agreed they felt more confident in their ability to remain in their homes; and 92% felt they have a greater sense of wellbeing. The average response rate for this group was 40%, far surpassing industry standards. The survey also identified more than three dozen improvement opportunities, from those requiring minor program tweaks to opportunities that require process overhaul.
Finally, JFS surveyed clients from its three contracted care coordination and case management programs. These clients are assigned JFS services by their health insurance provider. Nearly two-thirds are 50 to 89 years of age; nearly half are female; more than 40% are African American/Black; and only 60% prefer to speak English. When asked, 97% agreed the JFS employee worked with them in a culturally respectful manner; and 94.5% agreed they felt more connected to community services and resources, could remain safely in their home; and the employee listened to their concerns. The average response rate for this group was 28.5%.
Among the hundreds of completed surveys received, dozens of respondents indicated “didn’t know” or “preferred not to answer,” but only four people disagreed with any of the statements JFS presented.
“I have always believed JFS employees do excellent, exceptional work delivering critical human services to some of the most vulnerable among us,” said JFS CEO Ruth Olkon. “Now I have proof.”