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AGENCY TESTIMONY
Client feedback mechanisms for food quality
0:14:27
ยท
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DHS maintains various channels for clients to provide feedback on food quality in shelters. These mechanisms aim to ensure that client voices are heard and addressed in the food service process.
- Clients can provide feedback through 311 or the DSS Ombudsman
- DHS logs complaints using the IQ database system for triage and direction to appropriate staff
- Client satisfaction surveys are conducted regularly
- A new QR code-based anonymous food satisfaction survey has been implemented
- Feedback can trigger corrective action plans if warranted
Kate MacKenzie
0:14:27
In addition to Department of Homeless Services efforts to monitor and assess food quality, they maintain open lines of communication for clients to provide input on food quality.
0:14:38
There are several ways that this can happen from reaching out to 311 or the DSS Ombudsman with feedback.
0:14:46
The phone numbers here are listed as well as the email address.
0:14:50
The Department of Homeless Services logs complaints using its IQ database system and triages for direction to the appropriate DHS staff and providers.
0:15:00
Lastly, DHS conducts client satisfaction surveys.
0:15:05
One avenue for that triage process is for the homeless services program administrators to make the shelter provider aware of the complaint and if warranted work with them to create corrective action plans.
0:15:17
Plans.
0:15:18
As noted above, all shelter providers throughout the city are required now to solicit and report on client feedback.
0:15:29
This year took the form of a QR code based anonymous food satisfaction survey for direct input from shelter clients in addition to the phone number and email address that I listed, spoke about above.