Resource Library
Discover Innovative Community Action Initiatives at Community Action Showcase!
The Center of Excellence is a national training hub, engaging Community Action Agencies coast-to-coast to share innovative, high impact strategies. This platform shines a light on Community Action success stories to inspire. Here you can access resources to strengthen services, build community outcomes, and create family and community change in your local area.
Increasing Internal Customer Satisfaction Through ROMA Assessment
Especially over the past year, organizations have had to be more intentional about the customer satisfaction of one of their most important assets – their “internal customers” (employees). Many of the CSBG Organizational Standards also provide a minimum threshold for how to ensure the overall customer satisfaction system of the organization is established. This webinar covers components of both internal and external customer satisfaction to consider as the CAA moves beyond minimum requirements.
Establishing a Customer Focused Approach to Community Action Agency Services
This document provides tips and suggestions for implementing a customer satisfaction system in a community action agency.
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.