LIFT’s Vice President of Program and Evaluation tells you how she listens and learns from families breaking out of poverty in the United States.
A: We ask our members what they most and least value about their meetings with LIFT through focus groups. We then probe into their answers with multiple choice survey questions.
A: I first check the response rate. We typically have a 70% response rate, which we feel is more than adequately representative. Focus groups also help us understand potential anomalies which may or may not be representative of the entire community.
A: I think there’s a lot of value in challenging what it is that we assume our members are benefiting from in terms of our intervention and what it is that they appreciate most. So, we do ask them what they most value to try to see if it lines up with what we think they would say.
A: There are some very practical questions that we ask to get very broad member feedback like ‘What is the best time and day for LIFT to have meetings with you?’ Then, we can adjust our office hours based on responses. For instance, in one of our offices, we’re trying to identify if we should be open on the weekend or in the evening.
A: We share feedback with a broad audience. We use it for performance management internally, and many people are interested in the continuous learning approach externally. We are always happy to share what we are learning—what is and isn’t working.
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