How can we increase youth participation in giving feedback? Allegheny County Department of Human services – Children, Youth and Families
CHALLENGE
Youth feedback is sought out regularly from advisory groups, surveys, and focus groups. Since 2012, Allegheny County Human Services has conducted an annual satisfaction survey with youth in out-of-home placement. The results of these surveys are reported to variety of key stakeholders including direct service workers, leadership, administrators family court judges, and community members. Response rates are typically low for surveys with this group, ranging from 15-25%. Our objective was to better understand youth experiences with completing surveys and giving feedback to identify insights on how we me redesign future surveys for youth involved in child welfare system.
ROLE
Project lead, qualitative researcher
RESPONSIBILITIES
Study design; Preparing study documents including research screening scripts and focus group interview protocol; Recruiting participants in coordination with community providers and DHS staff; Facilitating focus groups; Analyzing focus groups; Collaborating with graphic designer to sketch redesigns; Conducting interviews with youth to get feedback on prototype/design iterations; Designing survey instrument; Analyzing quantitative survey data; Preparing manuscripts and reports to share findings; Presenting findings at regional conference with administrators and leaders in family court as well as children, youth and families
PROCESS
The research began with reviewing the original surveys (approximately 15-20 pages) and meeting with program stakeholders to identify priority areas. Then, we completed focus groups with youth involved in child welfare system to learn about their survey experience. As part of the focus group sessions, we completed a card sorting activity to further discuss feedback preferences and opportunities. The focus group interviews were synthesized to identify design insights that were then incorporated into rapid prototyping sessions for further feedback.
Feedback Card Sorting Activity
INSIGHTS
1. Icons, pictures, and more participatory activities and being more explicit on the survey’s purpose might be opportunity to counteract the “boring survey experience” for youth.
2. Combine multiple research methods to make research experience more engaging.
3. Interpersonal communication is necessary for initial recruitment or participation. Being enthusiastic as well as explaining the purpose of the project and implications are necessary.
4. Relevance is important. The more it is a) from someone they know, b) specifically asked *of them* for reasons they understand, and c) with a clear purpose they can relate to, the more likely they will participate.
IMPLICATIONS
The research team collaborated with a graphic designer to redesign a new survey experience for youth in child welfare placement. The new survey resulted in improved engagement (25% in 2015 to 54% in 2017). Moving forward we plan on continuing to build off these initial insights and conduct additional feedback sessions as well as participatory design sessions to improve survey experience for youth in child welfare system to ensure their voices are heard.