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Salisburyd wan Conmunlly Action Agency, Inc. <br />2.0 Scope—The procedure is applicable ball employees of the Salisbury -Rowan Community <br />Action Agency, Inc. (SRCAA, Inc.) <br />3.0 Procedure <br />3.1 Overview- Customer satisfaction surveys may provide valuable feedback on the <br />effectiveness of the service delivery of the Salisbury -Rowan Community Action Agency, Inc., <br />and may be used to improve the quality systems with the customer in mind; therefore, SRCAA, <br />Inc. encourages comments and feedback from any individual or family which it serves. <br />3.2 The services provided by the Salisbury -Rowan Community Action Agency, Inc. shall be <br />evaluated through the use of customer surveys submitted by the customer in a locked box <br />located in plain view of the customer's entrance or exit of the building. <br />3.4 Responses to the customer survey shall be collected and analyzed for a thirty day period. <br />The Administrative Assistant or designee shall forward the results of customer satisfaction <br />surveys to the appropriate management. <br />3.5 If during review of the responses to the customer satisfaction surveys that it is determined <br />that a complaint needs to be addressed, the complaint(s) shall be followed up by the <br />appropriate Program Director. <br />3.6 Tabulated results of the Customer Satisfaction Surveys shall be reported monthly to the <br />Board of Directors during regularly scheduled meetings. Surveys shall be maintained for a <br />period of one year. <br />3. Describe how administrative policies and procedures are monitored by the Board of Directors. <br />The Board of Director's reviews the agencies administrative policies on an annual basis. <br />These policies include fiscal, personnel and procurement. When necessary the policies are <br />revised and updated. The Manual and an Employee Handbook has been introduced to all staff. <br />The policies are monitored as part of the self-assessment process. <br />4. Describe how the Board acts on monitoring, assessment and evaluation reports. <br />The Board of Directors reviews all monitoring, assessment and evaluation reports. The board <br />also reviews corrective measures and ensures that policies and procedures are modified <br />based on the reports that are received. The Board also ensures that the results of the <br />assessment are put into an action plan to improve the agency's performance. <br />5. Describe the Board's procedure for conducting the agency self-evaluation. <br />Community Services Block Cr ntApplication <br />Page 32 of 37 Attachment number 2 \n <br />F-6 Page 119 <br />