The Huntington Family Centers Brighton Tower’s Service Coordination Program needed an independent quality assurance review on a tight timeline. Funded by the U.S. Department of Housing and Urban Development, the program provides residents in this 600 unit subsidized senior housing complex with the personal assistance they need to access resources and services.
The review examined the 12-month period ending June 30, 2014. A&O worked with residents, apartment building staff and Huntington to answer the three questions all funders and providers need answered: 1) Did implement with fidelity? 2) Did we do it with quality? 3) Did our services have an impact on our constituents? We conducted interviews, held group discussions with residents, and used questionnaires to collect anonymous feedback. Sixty residents participated (approximately 10% of total residents, and 25% of the residents served in 2013). We wanted to know about their satisfaction and utilization of the services offered as well as barriers the residents faced in accessing them. We also gathered ideas for improvement for the Service Coordination Program.
In addition to providing the deliverable of a high quality independent program evaluation for the client, our process of communicating with residents about the Service Coordination Program increased their understanding of this valuable resource.