UCHRA received a 99 percent overall satisfaction rating from clients across its 14-county service area during the most recent 11-month reporting period.
Assistant Director LaNelle Godsey said the agency collected 424 satisfaction surveys between October and the end of August. Godsey said the metrics represent a new effort to analyze long-term performance data rather than reviewing the agency’s 14 county offices on a month-by-month basis.
“The biggest way that folks hear about services from UCHRA is word of mouth,” Godsey said. “So I wanted to thank everyone in this room, please keep sharing our programs, sharing what we do in your respective county so that we can make sure that we’re covering the needs in the 14 counties.”
Godsey said approximately 70 percent of clients were seen in person, while the remaining 31 percent interacted with staff over the phone. The data also showed a 98.8 percent approval rate for agency drivers among the 20 percent of survey respondents who utilized public transportation services.
Godsey said the agency also met a September 30 deadline to process 4,000 supplemental payments for the Low Income Home Energy Assistance Program. Staff members from Cannon, Jackson, Putnam, and Pickett counties worked around the clock to enter the data within a four-day window.
“The people that had not received up to that amount, we were able to give them a supplement payment, which has been been very beneficial to everyone in the Upper Cumberland,” Godsey said.
Godsey said the supplemental payments were capped at $750 per household for residents who had already received some assistance during the year.
