Resource Library

Peer-to-Peer Series: Implementing Online Customer Satisfaction Surveys

This Organizational Standards Center of Excellence Peer-to-Peer webinar highlights the work of two Community Action Agencies that have implemented online surveys as part of their customer satisfaction systems. The webinar focuses on how the systems were developed, the data collection and analysis process, examples of the tools the systems use, and lessons learned. These examples highlight effective practices for attention to customer satisfaction, as well as meeting and exceeding Organizational Standard Category 1, as well as Standard 6.4.

CSBG T/TA Resource Center

This website is a resource for the Community Action Network to access an array of information and assistance designed to support efforts in serving low income families and addressing the causes of poverty in local communities.

Customer Satisfaction Systems: Collecting and Analyzing the Data

This webinar is designed to help agencies dig deeper into customer satisfaction data. The session first discusses elements of customer satisfaction surveys that best collect usable data, and then highlights approaches for how to analyze the data into information and knowledge that can be used to assist with agency planning and evaluation

Customer Satisfaction Systems: An Overview

This webinar provides an overview of customer satisfaction system highlighting the necessary components for a beneficial customer satisfaction system. The session also takes a deeper dive into customer satisfaction, discussing how to develop an organizational culture dedicated to customer satisfaction.

Organizational Standards 2.0 Webinar- Category 1: Consumer Input & Involvement

This webinar is part of the Organizational Standards 2.0 Webinar Series designed to provide continuing support for agencies to meet (and exceed) the Organizational Standards. This session addresses Category 1 and covers discussion topics and technical assistance on the following: Questions about the interpretation of individual Standards, Documentation requirements to show compliance with the Standards, Accessing available technical assistance resources and requests for new resources, Promising practices to help agencies go “beyond compliance” to improve their management and operations.

Organizational Standards Technical Assistance Guide – Category 1: Consumer Input and Involvement

This is the technical assistance guide for Category 1 of the CSBG Organizational Standards, focusing on Consumer Input and Involvement. Each of the nine categories has a separate guide for both public and private agencies. These guides provide agencies with the information they need t.o be both compliant and high performing in accordance to each standard. These toolkits expand on the guidance and possible documentation developed in the self-assessment tools by offering resources associated with each Standard, and offering a process for agencies to use the CSBG Organizational Standards as tool for Organizational Development.

Organizational Standards Technical Assistance Guides – Category 1: Consumer Input & Involvement (Public)

This is the technical assistance guide for Public CAA’s on Category 1 of the CSBG Organizational Standards, focusing on Consumer Input & Involvement Each of the nine categories has a separate guide for both public and private agencies. These guides provide public agencies with the information they need to be both compliant and high performing in accordance to each standard.

Standards for Boards – Consumer Input and Involvement

This is the second video in a 10-part video series that walks through the CSBG Organizational Standards, reviewing each of the 58 Standards and how they relate to the oversight role of a Community Action board. This second video focuses on Category 1 – Consumer Input and Involvement.

 

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For assistance with Management & Operations resources, please contact: Liza Poris

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