Probation Department Policy/Procedure Manual

2.17 Supervision and Services Survey

Location Division Wide
Section N/A
Subject 2.17 Supervision & Services Parent/Guardian Feedback Survey
Purpose To establish a procedure for how the Supervision & Services Parent/Guardian Feedback Survey is generated, mailed, recorded, and reviewed
Effective Date 4/6/2021
Previous Effective Date

 

BACKGROUND

The monitoring of agency functioning is a key component in ensuring operations are meeting the mission and values of the Department.  Quality assurance and evaluation of service delivery and interaction with the youth and families served by the Department is critical.  Formal exit survey feedback from parent/guardians of youth the Department has formally supervised is reviewed as part of the Department’s performance management and improvement processes. 

OVERVIEW

The Legal Clerks (LCs) will be responsible for generating the survey and cover letter.  The Administrative Assistant IIIs (AA IIIs) will mail the survey, cover letter, and return envelope.  Furthermore, the AA IIIs will receive email notification that a survey has been completed through the Department’s public website and be responsible for data entry of the electronically received survey. The AA IIIs will also be responsible for tracking all surveys sent following closure of supervision events prior to the file being moved to Closed Files. Additionally, AA IIIs will send all follow-up correspondence as needed and record dates of all surveys sent and received along with compiling all response data on returned surveys.  The Juvenile Court Unit Supervising Deputy Probation Officer (SDPO) will be responsible for oversight of the survey program and report compiled survey results to the Juvenile Division Chief Deputy Probation Officer (CDPO) on a quarterly basis to coincide with the JuvStat review process. 

GENERAL PROCEDURE

  1. CREATING SURVEYS/DOCUMENTS
    1. ​For any closed supervision event on court ordered supervision cases including: Court Ordered Diversion (WIC 654.2), Probation Without Wardship (WIC 725a), Deferred Entry of Judgment (WIC 790), Wardship (WIC 725b) upon receipt of the file with a case closure guide, the LCs will do the following:
      1. Generate an initial cover letter and survey from Monitor and provide to the AAIIIs
  2. SENDING SURVEYS 1ST ATTEMPT
    1. After a LC creates and prints the aforementioned documents from Monitor, the AA IIIs will do the following:
      1. ​Record the survey #, date mailed and mailed by on the survey log
        1. F:Juv. Div./Admin. Clerks/Supervision Services Survey/Tracking Log
      2. Package and send all aforementioned documents as well as affix paid postage to a return envelope and send by mail.
      3. Follow-up by phone with addressee within 30 days of initial mailing date regarding receipt and status of survey
  3. SENDING SURVEYS 2ND ATTEMPT
    1. Should the initial survey not be returned and initial courtesy call was unable to verify the status of the 1st mailing within 45 days, the AA IIIs will do the following:
      1. Re-package and send all documents with 2nd attempt cover letter
      2. Document date mailed and by whom on survey log
      3. Follow-up by phone with addressee within 30 days of 2nd mailing date regarding receipt and status of survey
  4. RECEIPT OF SURVEYS
    1. Upon receipt of surveys, the AA IIIs will do the following:
      1. Review the survey to ensure it is complete and all questions have been answered
      2. If survey is incomplete, make follow-up call to addressee to assist addressee answering questions
      3. Scan and save completed survey.
        1. F: Juv. Div./Admin. Clerks/Supervision Services Survey/Surveys Received and Scanned
      4. Enter date received into survey log
  5. COMPILING SURVEY DATA
    1. Upon completion of scanning and saving of surveys the AA IIIs will do the following:
      1. Record the answer to each of the survey questions into the Survey results tracking log for the appropriate fiscal quarter
        1. F: Juv. Div./Admin. Clerks/Supervision Services Survey/Results Log
        2. Enter a “1” in the box (field) for the answer provided. Example, for questions 1, if the answer is “Neutral” put a “1” in the Neutral box (field; leave the other two boxes blank 
      2. Save the tracking form after updating.
  6.  REVIEW OF SURVEY RESULTS

  The Juvenile Court Unit SDPO will review individual survey results on a quarterly basis for the prior three (3) months and provide that quarter’s aggregate data, and anecdotal examples as appropriate, to the CDPO for review at JuvStat Meetings.