PERSONS WITH DEVELOPMENTAL DISABILITIES FAMILY/GUARDIAN SATISFACTION SURVEY 2012

Transcription

1 PERSONS WITH DEVELOPMENTAL DISABILITIES FAMILY/GUARDIAN SATISFACTION SURVEY 2012 Prepared fr Alberta Human Services by Vecva Centre fr Disability Services and Research

2 PDD Family/Guardian Satisfactin Survey 2012 TABLE OF CONTENTS EXECUTIVE SUMMARY...IX 1.0 INTRODUCTION METHODOLOGY Survey Tl Develpment Sampling and Data Cllectin Strategies Sample Data Cllectin Analysis Data Quality and Cnfidence in Results Overall Respnse Rates Cnfidence Intervals Cnstruct Validity and Reliability RESPONSE RATES DEMOGRAPHICS PROVINCIAL RESULTS Cmmunity Invlvement Wrking in the Cmmunity Participating in Cmmunity Activities Living in the Cmmunity Agency Services and Staff Getting Services Infrmatin t Plan and Review Services Overall Satisfactin with Services Service Prvider Staff PDD Staff Infrmatin n PDD Cmmunity (Reginal) Bards PDD Cmmunity (Reginal) Bards Further Cmments REGIONAL COMPARISONS Demgraphics Cmmunity Invlvement HUMAN SERVICES Persns with Develpmental Disabilities Prgram

3 PDD Family/Guardian Satisfactin Survey Wrking in the Cmmunity Participating in Cmmunity Activities Living in the Cmmunity Agency Services and Staff Getting Services Infrmatin t Plan and Review Services Overall Satisfactin with Services Service Prvider Staff PDD Staff Infrmatin n PDD Cmmunity (Reginal) Bards PDD Cmmunity (Reginal) Bards PERFORMANCE MEASURE Overall Satisfactin PDD Staff Respnsiveness RELATIONSHIP BETWEEN SATISFACTION RATES AND DEMOGRAPHIC VARIABLES Cmmunity Invlvement Agency Services and Staff Infrmatin n PDD Cmmunity (Reginal) Bards REFERENCES APPENDIX A: PDD FAMILY/GUARDIAN SATISFACTION SURVEY APPENDIX B: OPEN-ENDED RESPONSE THEMES, DEFINITIONS, AND EXAMPLES APPENDIX C: CONFIDENCE INTERVALS FOR SATISFACTION RATES FOR EACH ITEM APPENDIX D: RESPONSE FREQUENCIES AND PERCENTAGES FOR EACH RESPONSE CATEGORY FOR EACH QUESTION FOR THE 2012/2013 SURVEY HUMAN SERVICES Persns with Develpmental Disabilities Prgram

4 PDD Family/Guardian Satisfactin Survey 2012 LIST OF TABLES Table 1: Number f Respndents and Rate f Return fr Each Regin fr 2012/2013 and Previus Surveys... 6 Table 2: Identity f Respndent fr 2012/2013 and Previus Surveys... 7 Table 3: Demgraphic Summary f Cnsumers fr 2012/2013 and Previus Surveys... 7 Table 4: Respnses by Categry fr Wrking in the Cmmunity (2012/2013) Table 5: Respnses by Categry fr Participating in Cmmunity Activities (2012/2013) Table 6: Respnses by Categry fr Living in the Cmmunity (2012/2013) Table 7: Respnses by Categry fr Getting Services (2012/2013) Table 8: Respnses by Categry fr Infrmatin t Plan and Review Services (2012/2013) Table 9: Respnses by Categry fr Overall Satisfactin with Services Prvided (2012/2013) Table 10: Respnses by Categry fr Service Prvider Staff (2012/2013) Table 11: Respnses by Categry fr PDD Staff (2012/2013) Table 12: Respnses by Categry fr PDD Cmmunity Bards (2012/2013) Table 13: Respnses by Categry fr Further Cmments (2012/2013) Table 14: Identity f Respndents by Regin Table 15: Demgraphics f Cnsumers Receiving Services by Regin Table 16: Overall Satisfactin by Year and Regin Table 17: PDD Staff Respnsiveness by Year and Regin Table 18: Relatinship between Demgraphic Variables and Respnses fr Cmmunity Invlvement Table 19: Relatinship between Demgraphic Variables and Respnses fr Agency Services and Staff. 109 Table 20: Relatinship between Demgraphic Variables and Infrmatin n PDD Cmmunity Bards HUMAN SERVICES Persns with Develpmental Disabilities Prgram

5 PDD Family/Guardian Satisfactin Survey 2012 LIST OF FIGURES Figure 1: Percentage f Cnsumers with a Jb Paying Minimum Wage r Better (by Year)... 9 Figure 2: Percentage f Respndents Wh Agree the Persn is Wrking as Much as They Want (by Year) Figure 3: Percentage f Cnsumers Wh Vlunteer in Their Cmmunity (by Year) Figure 4: Percentage f Respndents Wh Agree the Persn has Relatinships in the Cmmunity with Peple Other Than Paid Staff (by Year) Figure 5: Percentage f Respndents Wh Agree the Persn Participates in Cmmunity Activities as Much as They Want (by Year) Figure 6: Percentage f Cnsumers Wh Own Their Own Place (by Year) Figure 7: Percentage f Respndents Wh Agree the Persn is Living Where They Want t Live (by Year) Figure 8: Percentage f Respndents Wh Agree the Persn is Living with Wh They Want (by Year) Figure 9: Percentage f Respndents Wh Agree it is Easy t Get Services (by Year) Figure 10: Percentage f Respndents Wh Agree Services are Prvided Quickly When Needed (by Year) Figure 11: Percentage f Respndents Wh Agree Services Meet the Persn s Needs (by Year) Figure 12: Percentage f Respndents Wh Agree Services Can Be Changed When Necessary (by Year) Figure 13: Percentage f Respndents Wh Agree Respite Services are Available When Needed (by Year) Figure 14: Percentage f Respndents Wh Agree There is a Chice f Service Prviders (by Year) Figure 15: Percentage f Respndents Wh Agree it is Easy t Change Service Prviders (by Year) Figure 16: Percentage f Respndents Wh Agree Transprtatin T and Frm Services is Gd (by Year) Figure 17: Percentage f Respndents Wh Agree it is Easy t Get Infrmatin n Services (by Year) Figure 18: Percentage f Respndents Wh Agree Infrmatin Received n Services is Helpful (by Year) Figure 19: Percentage f Respndents Wh are Satisfied with Infrmatin n New Initiatives (by Year) Figure 20: Percentage f Respndents Wh Agree the Agency Prvides Opprtunities fr Input Regarding New Initiatives (by Year) Figure 21: Percentage f Respndents Wh Agree They are Invlved in Planning Services as Much as They Want t Be (by Year) Figure 22: Percentage f Respndents Wh Agree They are Invlved in Reviewing Services (by Year) Figure 23: Percentage f Respndents Wh Agree Planning and Service Reviews are Scheduled When They Can Attend (by Year) Figure 24: Percentage f Respndents Wh Agree They are Satisfied Overall that Services Prvided Enhance the Persn s Quality f Life (by Year) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

6 PDD Family/Guardian Satisfactin Survey 2012 Figure 25: Percentage f Respndents Wh Agree They are Satisfied Overall that Services Help the Persn Be a Part f the Cmmunity (by Year) Figure 26: Percentage f Respndents Wh Agree They Knw What t D if Nt Satisfied with Services (by Year) Figure 27: Percentage f Respndents Wh Agree They are Satisfied with the Prcess Used t Reslve Issues (by Year) Figure 28: Percentage f Respndents Wh Agree There is a Cnsistent Persn t Cntact (by Year) Figure 29: Percentage f Respndents Wh Agree Overall Staff Care Abut What They Say (by Year) Figure 30: Percentage f Respndents Wh Agree Overall Staff D What They Say They Will D (by Year) Figure 31: Percentage f Respndents Wh Agree Overall Staff Deal with Their Cncerns Prmptly (by Year) Figure 32: Percentage f Respndents Wh Agree Overall Staff Infrm Them Abut Other Resurces (by Year) Figure 33: Percentage f Respndents Wh Agree They Knw Hw t Cntact PDD Staff (by Year) Figure 34: Percentage f Respndents Wh Agree Overall PDD Staff Care Abut What They Say (by Year) Figure 35: Percentage f Respndents Wh Agree Overall PDD Staff D What They Say They Will D (by Year) Figure 36: Percentage f Respndents Wh Agree Overall PDD Staff Deal with Their Cncerns Prmptly (by Year) Figure 37: Percentage f Respndents Wh Agree Overall PDD Staff are Helpful in Prblem Slving (by Year) Figure 38: Percentage f Respndents Wh Agree Overall PDD Staff Prvide Infrmatin Abut Other Resurces (by Year) Figure 39: Percentage f Respndents Wh Agree They Knw What t D if Nt Satisfied with a PDD Decisin (by Year) Figure 40: Percentage f Respndents Wh Agree They are Satisfied with the Prcess Used t Reslve Issues Arund a PDD Decisin (by Year) Figure 41: Percentage f Respndents Aware f Their PDD Cmmunity Bard (by Year) Figure 42: Percentage f Respndents Wh Knw Sme PDD Cmmunity Bard Members (by Year) Figure 43: Percentage f Respndents Wh Have had Cntact with PDD Cmmunity Bard Members Using Varius Methds f Cntact (by Year) Figure 44: Percentage f Respndents Wh Agree They are Satisfied with the Rle f the PDD Cmmunity Bard (by Year) Figure 45: Percentage f Respndents Wh Agree They are Satisfied with the Directin f the PDD Cmmunity Bard (by Year) Figure 46: Percentage f Respndents Wh Agree They Have had Enugh Opprtunity fr Input t the PDD Cmmunity Bard (by Year) Figure 47: Percentage f Respndents Wh Agree the PDD Cmmunity Bard Takes Their Input int Accunt When Making Decisins (by Year) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

7 PDD Family/Guardian Satisfactin Survey 2012 Figure 48: Percentage f Cnsumers with a Jb Paying Minimum Wage r Better (by Regin) Figure 49: Percentage f Respndents Wh Agree the Persn is Wrking as Much as They Want (by Regin) Figure 50: Reginal Satisfactin Average fr Wrking in the Cmmunity Figure 51: Percentage f Cnsumers Wh Vlunteer in Their Cmmunity (by Regin) Figure 52: Percentage f Respndents Wh Agree the Persn has Relatinships in the Cmmunity with Peple Other Than Paid Staff (by Regin) Figure 53: Percentage f Respndents Wh Agree the Persn Participates in Cmmunity Activities as Much as They Want (by Regin) Figure 54: Reginal Satisfactin Average fr Participating in Cmmunity Activities Figure 55: Percentage f Cnsumers Wh Own Their Own Place (by Regin) Figure 56: Percentage f Respndents Wh Agree the Persn is Living Where They Want t Live (by Regin) Figure 57: Percentage f Respndents Wh Agree the Persn is Living With Wh They Want (by Regin) Figure 58: Reginal Satisfactin Average fr Living in the Cmmunity Figure 59: Percentage f Respndents Wh Agree it is Easy t Get Services (by Regin) Figure 60: Percentage f Respndents Wh Agree Services are Prvided Quickly When Needed (by Regin) Figure 61: Percentage f Respndents Wh Agree Services Meet the Persn s Needs (by Regin) Figure 62: Percentage f Respndents Wh Agree Services Can Be Changed When Necessary (by Regin) Figure 63: Percentage f Respndents Wh Agree Respite Services are Available When Needed (by Regin) Figure 64: Percentage f Respndents Wh Agree There is a Chice f Service Prviders (by Regin) Figure 65: Percentage f Respndents Wh Agree it is Easy t Change Service Prviders (by Regin) Figure 66: Percentage f Respndents Wh Agree Transprtatin T and Frm Services is Gd (by Regin) Figure 67: Reginal Satisfactin Average fr Getting Services Figure 68: Percentage f Respndents Wh Agree it is Easy t Get Infrmatin n Services (by Regin) Figure 69: Percentage f Respndents Wh Agree Infrmatin Received n Services is Helpful (by Regin) Figure 70: Percentage f Respndents Wh Agree They are Satisfied with Infrmatin n New Initiatives (by Regin) Figure 71: Percentage f Respndents Wh Agree the Agency Prvides Opprtunities fr Input Regarding New Initiatives (by Regin) Figure 72: Percentage f Respndents Wh Agree They are Invlved in Planning Services as Much as They Want t Be (by Regin) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

8 PDD Family/Guardian Satisfactin Survey 2012 Figure 73: Percentage f Respndents Wh Agree They are Invlved in Reviewing Services (by Regin) Figure 74: Percentage f Respndents Wh Agree Planning and Service Reviews are Scheduled When They Can Attend (by Regin) Figure 75: Reginal Satisfactin Average fr Infrmatin t Plan and Review Services Figure 76: Percentage f Respndents Wh Agree They are Satisfied Overall That Services Prvided Enhance the Persn s Quality f Life (by Regin) Figure 77: Percentage f Respndents Wh Agree They are Satisfied Overall That Services Help the Persn t Be a Part f the Cmmunity (by Regin) Figure 78: Percentage f Respndents Wh Agree They Knw What t D if Nt Satisfied with Services (by Regin) Figure 79: Percentage f Respndents Wh Agree They are Satisfied with the Prcess Used t Reslve Issues (by Regin) Figure 80: Reginal Satisfactin Average fr Overall Satisfactin with Services Figure 81: Percentage f Respndents Wh Agree There is a Cnsistent Persn t Cntact (by Regin) Figure 82: Percentage f Respndents Wh Agree Overall Staff Care Abut What They Say (by Regin) Figure 83: Percentage f Respndents Wh Agree Overall Staff D What They Say They Will D (by Regin) Figure 84: Percentage f Respndents Wh Agree Overall Staff Deal with Their Cncerns Prmptly (by Regin) Figure 85: Percentage f Respndents Wh Agree Overall Staff Infrm Them Abut Other Resurces (by Regin) Figure 86: Reginal Satisfactin Average fr Service Prvider Staff Figure 87: Percentage f Respndents Wh Agree They Knw Hw t Cntact PDD Staff (by Regin) Figure 88: Percentage f Respndents Wh Agree Overall PDD Staff Care Abut What They Say (by Regin) Figure 89: Percentage f Respndents Wh Agree Overall PDD Staff D What They Say They Will D (by Regin) Figure 90: Percentage f Respndents Wh Agree Overall PDD Staff Deal with Their Cncerns Prmptly (by Regin) Figure 91: Percentage f Respndents Wh Agree Overall PDD Staff are Helpful in Prblem Slving (by Regin) Figure 92: Percentage f Respndents Wh Agree Overall PDD Staff Prvide Infrmatin Abut Other Resurces (by Regin) Figure 93: Percentage f Respndents Wh Agree They Knw What t D if Nt Satisfied with a PDD Decisin (by Regin) Figure 94: Percentage f Respndents Wh Agree They are Satisfied with the Prcess Used t Reslve Issues Arund a PDD Decisin (by Regin) Figure 95: Reginal Satisfactin Average fr PDD Staff Figure 96: Percentage f Respndents Aware f Their PDD Cmmunity Bard (by Regin) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

9 PDD Family/Guardian Satisfactin Survey 2012 Figure 97: Percentage f Respndents Wh Knw Sme f the PDD Cmmunity Bard Members (by Regin) Figure 98: Percentage f Respndents Wh Have Had Cntact with PDD Cmmunity Bard Members Using Varius Methds f Cntact (by Regin) Figure 99: Percentage f Respndents Wh Agree They are Satisfied with the Rle f the PDD Cmmunity Bard (by Regin) Figure 100: Percentage f Respndents Wh Agree They are Satisfied with the Directin f the PDD Cmmunity Bard (by Regin) Figure 101: Percentage f Respndents Wh Agree They Have Had Enugh Opprtunity fr Input t the PDD Cmmunity Bard (by Regin) Figure 102: Percentage f Respndents Wh Agree the PDD Cmmunity Bard Takes Input int Accunt When Making Decisins (by Regin) Figure 103: Reginal Satisfactin Average fr PDD Cmmunity Bards HUMAN SERVICES Persns with Develpmental Disabilities Prgram

10 PDD Family/Guardian Satisfactin Survey INTRODUCTION PDD FAMILY/GUARDIAN SATISFACTION SURVEY 2012/2013 EXECUTIVE SUMMARY In 2012/2013, Alberta Human Services, Persns with Develpmental Disabilities Prgram (PDD prgram) cntracted Vecva Centre fr Disability Services and Research (Vecva) t cnduct a survey f families/guardians f persns with develpmental disabilities n their satisfactin with the services received frm PDD prgram and their funded agencies. These survey respnses prvide PDD prgram with feedback regarding prgram quality, areas f cncern, and directin fr imprvement. These results als prvide key perfrmance measures fr the prgram. 2.0 METHODOLOGY In 2012/2013, as in previus survey years, there were tw versins f the survey: ne fr families/guardians f cnsumers receiving services frm PDD-funded cmmunity-based agencies and ne fr families/guardians f cnsumers receiving services directly frm PDD prgram. The latter versin mitted questins that were nt applicable t cnsumers f direct peratins (e.g., The persn wns the place where they live ). Refer t Appendix A fr bth versins f the survey. Bth versins requested infrmatin n: 1) demgraphics, 2) cmmunity invlvement, 3) getting services, 4) infrmatin n planning and reviewing services, 5) PDD staff, and 6) PDD Cmmunity (Reginal) Bards. In additin, the survey fr thse in cmmunity-based agencies requested infrmatin n satisfactin with services prvided by staff f cmmunity-based agencies. The PDD Cmmunity Bards mailed ut a paper cpy f the survey t family members and/r legal guardians f cnsumers receiving PDD-funded services in Alberta. The survey was sent ut t 5,585 family members and/r legal guardians (including public guardians) f cnsumers receiving PDD-funded services in Alberta as identified by reginal bard staff via their recrds. Public guardians were asked t respnd n behalf f nly fur cnsumers n their caselad when their caselad exceeded fur cnsumers. The survey sample cnsisted f all the family members and/r legal guardians whm the reginal bards had current addresses fr. 3.0 RESPONSE RATES Of the 5,585 surveys distributed, 1,680 were returned fr an verall respnse rate f 30.1%, lwer than the respnse rate in 2010/2011 (36.4%). This decrease in respnse rate acrss all regins was expected; ne f the cntributing factrs is likely the eliminatin f the reminder pstcard. 4.0 DEMOGRAPHICS Like previus years, in 2012/2013 mst surveys were cmpleted by family members and/r private guardians (95.4%). In 2012/2013, the largest percentage f respndents were frm the Calgary regin (29.6%), fllwed by the Edmntn regin (26.4%). Als as in previus years, the majrity f cnsumers were between years f age (43.2%) and had been receiving services fr mre than 10 years (61.0%) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

11 PDD Family/Guardian Satisfactin Survey PROVINCIAL RESULTS Cmmunity Invlvement Wrking in the Cmmunity In 2012/2013 there was n significant difference in cnsumers wh earned minimum wage ($9.75/hur) r better and the cnsumer wrking as much as they want. The persn has a jb paying minimum wage r better: 28.0% in 2012/2013, similar t the 28.8% in 2010/2011. The persn is wrking as much as they want: 74.5% in 2012/2013, similar t the 72.2% in 2010/2011. Fr the pen-ended respnses 25.7% f respndents expressed dissatisfactin (e.g., lack f supprt, desire fr sheltered wrkshps, increased funding needed, lack f pprtunities, increased training needed, higher wages, etc.) and 5.5% f respndents indicated satisfactin (e.g., supprt staff, psitive wrk experience, etc.). Participating in Cmmunity Activities In 2012/2013 the results shw a significantly higher number f cnsumers vlunteering. There was n significant difference in the cnsumer having relatinships in the cmmunity, r cnsumer participatin in cmmunity activities. The persn vlunteers in their cmmunity: 59.0% in 2012/2013, significantly higher than the 52.6% in 2010/2011. The persn has relatinships in the cmmunity with peple ther than paid staff: 84.7% in 2012/2013, similar t the 82.2% in 2010/2011. The persn participates in cmmunity activities as much as they want: 85.8% in 2012/2013, similar t the 84.9% in 2010/2011. Fr the pen-ended respnses, 35.4% f respndents expressed dissatisfactin (e.g., staff nt meeting needs, nt enugh pprtunities, cmmunity csts t expensive, cnsumer needs mre inclusin, hard t access cmmunity, etc.) and 18.8% f respndents expressed satisfactin (e.g., staff and services, gd level f participatin, cmmunity invlves the cnsumer, etc.). Living in the Cmmunity The number f cnsumers wh wn their wn hme did nt differ significantly between 2012/2013 and 2010/2011. Additinally, there was n change in the average respnses wh agree the persn is living where they want and with wh they want. The persn wns the place where they live: 4.6% in 2012/2013, similar t the 4.0% in 2010/2011. The persn is living where they want: 92.0% in 2012/2013, similar t the 91.2% in 2010/2011. The persn is living with wh they want: 90.4% in 2012/2013, similar t the 89.7% in 2010/2011. Fr the pen-ended respnses, 35.1% f respndents expressed dissatisfactin (e.g., cnsumer needs nt met, increased supprt needed, lack f resurces, cncern fr the future, lack f living pprtunities, lack f infrmatin, difficult t find suitable rmmates, etc.) and 25.3% f respndents expressed satisfactin (e.g., services meeting expectatins, cnsumer happy with living situatin, cnsumer happy with rmmates, etc.) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

12 PDD Family/Guardian Satisfactin Survey 2012 Agency Services and Staff Getting Services Fr Getting Services, the average respnse wh agreed that services meet the persn s needs and wh agreed that respite services are available when needed was significantly higher. It is easy t get services: 76.4% in 2012/2013, similar t the 74.3% in 2010/2011. Services are prvided quickly when needed: 76.4% in 2012/2013, similar t the 74.9% in 2010/2011. Services meet the persn s needs: 83.5% in 2012/2013, significantly higher than the 80.4% in 2010/2011. Services can be changed whenever necessary: 71.8% in 2012/2013, similar t the 70.2% in 2010/2011. Respite services are available when needed: 70.6% in 2012/2013, significantly higher than the 66.0% in 2010/2011. There is a chice f service prviders: 65.8% in 2012/2013, similar t the 64.2% in 2010/2011. It is easy t change service prviders: 44.0% in 2012/2013, similar t the 42.6% in 2010/2011. Transprtatin t and frm services is gd: 78.7% in 2012/2013, similar t the 76.1% in 2010/2011. Fr the pen-ended respnses, 67.3% f respndents expressed dissatisfactin (e.g., services/staff nt meeting cnsumer needs, cannt get respite, lack f accessible infrmatin abut services, funding leading t staff shrtages, lack f services/prgrams, nt enugh funding fr respite, desire mre chice in service prviders, inadequate transprtatin services, etc.) and 19.6% f respndents expressed satisfactin (e.g., service/staff helpful, happy with funding prvided, transprtatin meeting needs, etc.). Infrmatin t Plan and Review Services Fr Infrmatin t Plan and Review Services, respnses fr all questins did nt differ significantly in 2012/2013. It is easy t get infrmatin n services: 80.9% in 2012/2013, similar t the 79.5% in 2010/2011. The infrmatin I receive n services is helpful: 88.1% in 2012/2013, similar t the 87.0% in 2010/2011. I am satisfied with the infrmatin given t me n new initiatives that may affect services: 81.7% in 2012/2013, similar t the 81.8% in 2010/2011. The agency prvides me with pprtunities t prvide input regarding these initiatives: 81.5% fr cmmunity-based peratins in 2012/2013, similar t the 82.6% in 2010/2011; and 94.4% fr direct peratins in 2012/2013, similar t the 94.1% in 2010/2011. I am invlved in planning services as much as I want t be: 86.8% in 2011/2012, similar t the 87.0% in 2010/2011. I am invlved in reviewing the services prvided: 90.0% in 2012/2013, similar t the 88.8% in 2010/2011. Planning and service reviews are scheduled at a time when I can attend: 92.3% in 2012/2013, significantly higher than the 91.8% in 2010/2011. Fr the pen-ended respnses, 52.0% f respndents expressed dissatisfactin (e.g., infrmatin nt accessible, annual meeting nt cnvenient, services nt meeting cnsumer needs, inadequate staffing, 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

13 PDD Family/Guardian Satisfactin Survey 2012 nt enugh agency accuntability, inadequate funding, lack f service ptins, transprtatin ptins d nt meet cnsumer needs, etc.) and 30.7% f respndents expressed satisfactin (e.g., infrmatin is accessible, staff/agency/pdd are helpful, etc.). Overall Satisfactin with Services The verall satisfactin rates fr all questins did nt differ significantly between 2012/2013 and 2010/2011. Overall, I am satisfied that the services prvided enhance the persn s quality f life: 90.2% in 2012/2013, similar t the 89.1% in 2010/2011. Overall, I am satisfied that the persn s services help him/her t be a part f the cmmunity as much as he/she wants t be: 87.4% in 2012/2013, similar t the 86.0% in 2010/2011. If I am nt satisfied with a service prvided, I knw what t d: 83.6% in 2012/2013, similar t the 83.2% in 2010/2011. I am satisfied with the prcess used t reslve issues arund a service prvider decisin: 82.4% fr cmmunity-based agencies in 2012/2013, similar t the 82.6% in 2010/2011; 95.5% fr direct peratins in 2012/2013, similar t the 93.4% in 2010/2011. Fr the pen-ended respnses, 55.3% f respndents expressed dissatisfactin (e.g., services/pdd nt meeting needs, staffing cncerns, nt enugh agency accuntability, difficult t btain respite, inadequate funding, nt enugh service chices, transprtatin services nt meeting cnsumer needs, etc.) and 33.2% f respndents indicated satisfactin (e.g., service prvider/pdd meeting needs, staff are helpful and respectful, cnsumer cncerns addressed, etc.). Service Prvider Staff Fr questins n Service Prvider Staff, respnses were separated ut int cmmunity-based service prviders and direct peratins service prviders because f the slightly different meaning in the questins fr the tw types f services. Fr the cmmunity-based agencies and direct peratins, there were n significant differences between 2012/2013 and 2010/2011. There is a cnsistent persn fr me t cntact: 91.1% and 93.7 (cmmunity-based and direct peratins, respectively) in 2012/2013, similar t the 91.5% and 95.1% in 2010/2011. Overall, staff care abut what I say: 91.8% and 98.2% (cmmunity-based and direct peratins, respectively) in 2012/2013, similar t the 91.6% and 97.4% in 2010/2011. Overall, staff d what they say they will d: 89.1% and 96.2% (cmmunity-based and direct peratins, respectively) in 2012/2013, similar t the 88.7% and 96.2% in 2010/2011. Overall, staff deal with my cncerns prmptly: 88.9% and 99.1% (cmmunity-based and direct peratins, respectively) in 2012/2013, similar t the 87.5% and 96.1% in 2010/2011. Overall, staff tell me abut ther resurces if required: 82.5% and 95.1% (cmmunity-based and direct peratins, respectively) in 2012/2013, similar t the 83.5% and 93.9% in 2010/2011. Fr the pen-ended respnses, 53.9% f respndents expressed dissatisfactin (e.g., high turnver resulting in negative experiences, services nt meeting needs, infrmatin needs t be mre accessible, mre funding needed t meet needs, lack f chice in services, staff nt meeting needs, better cmmunicatin between guardians and staff, transprtatin nt meeting needs, etc.) and 31.4% f respndents expressed satisfactin (e.g., services cnsistent and meeting needs, service staff helpful and meeting needs, etc.) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

14 PDD Family/Guardian Satisfactin Survey 2012 PDD Staff Fr PDD staff, all respnse averages were significantly higher in 2012/2013 than 2010/2011, except fr knwing hw t cntact PDD and knwing what t d if nt satisfied with a PDD decisin which did nt differ significantly. I knw hw t cntact PDD staff: 96.5% in 2012/2013, similar t the 95.2% in 2010/2011. Overall, PDD staff care abut what I say: 92.5% in 2012/2013, significantly higher than the 89.0% in 2010/2011. Overall, PDD staff d what they say they will d: 92.4% in 2012/2013, significantly higher than the 89.3% in 2010/2011. Overall, PDD staff deal with my cncerns prmptly: 88.8% in 2012/2013, significantly higher than the 83.0% in 2010/2011. Overall, PDD staff are helpful in prblem slving: 88.5% in 2012/2013, significantly higher than the 83.2% in 2010/2011. Overall, PDD staff tell me abut ther resurces if required: 85.8% in 2012/2013, significantly higher than the 81.2% in 2010/2011. If I am nt satisfied with a PDD decisin, I knw what t d: 78.5% in 2012/2013, similar t the 77.4% in 2010/2011. I am satisfied with the prcess used t reslve issues arund a PDD decisin: 82.5% in 2012/2013, significantly higher than the 77.8% in 2010/2011. Fr the pen-ended respnses, 46.5% f respndents expressed dissatisfactin (e.g., need mre cmmunicatin, guardian and cnsumer needs nt being met, need mre accessible infrmatin, t much bureaucracy, need additinal funding t supprt cnsumer, lack f services, etc.) and 31.4% f respndents expressed satisfactin (e.g., helpful and dealt with issues, n difficulties, satisfied with services, etc.). Infrmatin n PDD Cmmunity (Reginal) Bards There were significantly fewer respndents wh were aware f their PDD Cmmunity Bard in 2012/2013 than in 2010/2011. Fr ther questins, respnses were significantly higher, except fr knwing wh sme f the PDD Cmmunity Bard members are which did nt differ significantly. I am aware f my PDD Cmmunity Bard: 62.5% in 2012/2013, significantly lwer than the 68.9% in 2010/2011. I knw wh sme f the PDD Cmmunity Bard members are: 50.3% in 2012/2013, similar t the 51.2% in 2010/2011. I have had cntact with PDD Cmmunity Bard members by means f: ranged frm 27.5% by t 76.6% by newsletters in 2012/2013. I am satisfied with the rle f the PDD Cmmunity Bard: 89.2% in 2012/2013, significantly higher than the 85.1% in 2010/2011. I am satisfied with the directin f the PDD Cmmunity Bard: 89.2% in 2012/2013, significantly higher than the 82.2% in 2010/2011. I have had enugh pprtunity fr input t the PDD Cmmunity Bard: 81.2% in 2012/2013, significantly higher than the 78.4% in 2010/2011. I feel that the PDD Cmmunity Bard takes my input int accunt in their decisins: 82.4% in 2012/2013, significantly higher than the 76.5% in 2010/2011. Fr the pen-ended respnses, 51.9% f respndents expressed dissatisfactin (e.g., nt meeting needs, lack f cmmunicatin, lack f accuntability, funding nt meeting needs, nt enugh infrmatin available, meetings nt cnvenient, etc.) and 21.0% f respndents expressed satisfactin 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

15 PDD Family/Guardian Satisfactin Survey 2012 (e.g., bard meeting expectatins, services prvided meeting needs, guardian input is valued, funding meets needs, etc.). Additinally, fr the pen-ended respnses in the further cmments sectin, 54.3% f respndents expressed dissatisfactin (e.g., need mre qualified staff, service prviders nt meeting cnsumer needs/need t be mre accuntable, PDD needs t prvide mre supprt when needs are high, inadequate funding is negatively affecting services, PDD needs t cmmunicate with guardians/cnsumers mre, etc.) and 34.6% f respndents expressed satisfactin (e.g., satisfied with services/staff. PDD, living cnditins, happy with the funding prvided, general appreciatin fr funding/services, etc.). 6.0 SUMMARY OF REGIONAL DIFFERENCES Cmmunity Invlvement Wrking in the Cmmunity All regins had a similar percentage f cnsumers earning minimum wage r better cmpared t the prvincial results. The persn has a jb paying minimum wage r better: ranged frm 23.6% in the Suth regin t 38.9% in the Nrtheast regin. The Nrtheast, Central, and Suth regins had a significantly higher average respnse wh agree the persn is wrking as much as they want cmpared t the prvincial results. Additinally, the Calgary regin had a significantly lwer average respnse wh agree the persn is wrking as much as they want cmpared t the prvincial results. The persn is wrking as much as they want: ranged frm 69.7% in the Calgary regin t 83.1% in the Nrtheast regin. Participating In Cmmunity Activities All regins had a similar percentage f cnsumers vlunteering in the cmmunity cmpared t the prvincial results. The persn vlunteers in their cmmunity: ranged frm 55.2% in the Edmntn regin t 67.1% in the Nrtheast regin. The Nrthwest, Nrtheast, and Suth regins had a significantly higher average respnse wh agree cnsumers have relatinships in the cmmunity with peple ther than paid staff cmpared t the prvincial results. Additinally, the Calgary regin had a significantly lwer average respnse wh agree cnsumers have relatinships in the cmmunity with peple ther than paid staff cmpared t the prvincial results. The persn has relatinships in the cmmunity with peple ther than paid staff: ranged frm 78.5% in the Calgary regin t 93.2% in the Nrthwest and Nrtheast regins. The Nrthwest and Central regins had a significantly higher average respnse wh agree the persn participates in cmmunity activities as much as they want cmpared t the prvincial results. Additinally, the Calgary regin had a significantly lwer average respnse wh agree the persn participates in cmmunity activities as much as they want cmpared t the prvincial results. The persn participates in cmmunity activities as much as they want: ranged frm 81.1% in the Calgary regin t 91.7% in the Central regin HUMAN SERVICES Persns with Develpmental Disabilities Prgram

16 PDD Family/Guardian Satisfactin Survey 2012 Living in the Cmmunity There were n significant differences between the regins and the prvincial results fr all questins in this sectin. The persn wns the place where they live: ranged frm 3.3% in the Edmntn regin t 5.6% in the Central regin. The persn is living where they want: ranged frm 89.1% in the Edmntn regin t 93.9% in the Central and Suth regins. The persn is living with wh they want: ranged frm 87.4% in the Edmntn regin t 94.0% in the Central regin. Agency Services and Staff Getting Services There were reginal differences fr all questins within this sectin. The Suth and Central regins tended t have a significantly higher average respnse wh agreed with the questin cmpared t the prvincial results, acrss questins. The Edmntn regin had a significantly lwer average respnse wh agreed with the questin cmpared t the prvincial results, acrss questins. It is easy t get services: ranged frm 67.5% in the Edmntn regin t 89.0% in the Suth regin. Services are prvided quickly when needed: ranged frm 68.7% in the Edmntn regin t 87.1% in the Suth regin. Services meet the persn s needs: ranged frm 78.9% in the Edmntn regin t 88.9% in the Suth regin. Services can be changed whenever necessary: ranged frm 63.1% in the Edmntn regin t 85.7% in the Suth regin. Respite services are available when needed: ranged frm 59.6% in the Edmntn regin t 81.4% in the Suth regin. There is a chice f service prviders: ranged frm 54.9% in the Nrthwest regin t 77.1% in the Central regin. It is easy t change service prviders: ranged frm 34.4% in the Edmntn regin t 54.2% in the Suth regin. Transprtatin t and frm services is gd: ranged frm 73.0% in the Edmntn regin t 86.3% in the Suth regin. Infrmatin t Plan and Review Services There were reginal differences shwn fr all questins within this sectin. The Central and Suth regins tended t have a significantly higher average respnse wh agreed with the questin cmpared t the prvincial results acrss questins. The Nrthwest regin had a significantly higher average respnse wh agreed that the infrmatin received is helpful. The Edmntn regin tended t have a significantly lwer average respnse wh agreed with the questin cmpared t the prvincial results acrss questins. It is easy t get infrmatin n services: ranged frm 72.6% in the Edmntn regin t 87.8% in the Central regin. The infrmatin I receive n services is helpful: ranged frm 82.7% in the Edmntn regin t 93.1% in the Suth regin. I am satisfied with the infrmatin given t me n new initiatives that may affect services: ranged frm 76.8% in the Edmntn regin t 85.6% in the Suth regin HUMAN SERVICES Persns with Develpmental Disabilities Prgram

17 PDD Family/Guardian Satisfactin Survey 2012 The agency prvides me with pprtunities t prvide input regarding these initiatives: Ranged frm 77.9% in the Edmntn regin t 87.4% in the Suth regin fr cmmunity-based services; and Ranged frm 88.9% in the Suth regin t 100% in the Calgary regin fr direct peratins. I am invlved in planning services as much as I want t be: ranged frm 82.9% in the Nrthwest regin t 91.8% in the Suth regin. I am invlved in reviewing the services prvided: ranged frm 85.7% in the Nrthwest regin t 93.3% in the Suth regin. Planning and service reviews are scheduled at a time when I can attend: ranged frm 87.5% in the Nrthwest regin t 94.1% in the Nrtheast and Central regins. Overall Satisfactin with Services There were reginal differences shwn fr all questins within this sectin. The Central and Suth regins tended t have a significantly higher average respnse wh agreed with the questin cmpared t the prvincial results acrss questins cmpared t the prvincial results. The Calgary regin had a significantly higher average respnse fr direct peratins fr the prcess used t reslve issues arund a service prvider decisin cmpared t the prvincial results. The Edmntn regin tended t have a significantly lwer average respnse wh agreed with the questin cmpared t the prvincial results acrss questins. Overall, I am satisfied that the services prvided enhance the persn s quality f life: ranged frm 85.9% in the Edmntn regin t 94.6% in the Suth regin. Overall, I am satisfied that the persn s services help him/her t be a part f the cmmunity as much as he/she wants t be: ranged frm 81.6% in the Edmntn regin t 91.8% in the Suth regin. If I am nt satisfied with a service prvided, I knw what t d: ranged frm 76.1% in the Nrtheast regin t 88.4% in the Central regin. I am satisfied with the prcess used t reslve issues arund a service prvider decisin: Ranged frm 76.3% in the Nrtheast regin t 89.4% in the Suth regin fr cmmunity-based services; and Ranged frm 93.0% in the Central regin t 100% in the Edmntn, Calgary, and Suth regins fr direct peratins. Service Prvider Staff Cmmunity-based agencies. The Nrthwest and Suth regins had a significantly higher average respnse wh agreed that verall staff infrm them f ther resurces if required cmpared t the prvincial results. The Edmntn regin had a significantly lwer average respnse wh agreed that verall staff deal with cncerns prmptly cmpared t the prvincial results. There is a cnsistent persn fr me t cntact: ranged frm 88.6% in the Nrthwest regin t 96.8% in the Nrtheast regin. Overall, staff care abut what I say: ranged frm ranged frm 87.1% in the Nrthwest regin t 94.6% in the Nrtheast regin. Overall, staff d what they say they will d: ranged frm 86.7% in the Edmntn regin t 91.4% in the Nrtheast regin. Overall, staff deal with my cncerns prmptly: ranged frm 86.5% in the Edmntn regin t 91.7% in the Suth regin HUMAN SERVICES Persns with Develpmental Disabilities Prgram

18 PDD Family/Guardian Satisfactin Survey 2012 Overall, staff tell me abut ther resurces if required: ranged frm 78.7% in the Edmntn regin t 88.5% in the Nrthwest regin. Direct-peratins. The Edmntn regin had a significantly higher average respnse wh agreed there is a cnsistent persn t cntact cmpared t the prvincial results. The Calgary regin had a significantly lwer average respnse wh agreed verall staff care abut what they say and that staff deal with cncerns prmptly cmpared t the prvincial results. There is a cnsistent persn fr me t cntact: ranged frm 80.0% in the Calgary regin t 100% in the Edmntn and Suth regins. Overall, staff care abut what I say: ranged frm 97.3% in the Central regin t 100% in the Edmntn, Calgary, and Suth regins. Overall, staff d what they say they will d: ranged frm 80.0% in the Calgary regin t 100% in the Edmntn and Suth regins. Overall, staff deal with my cncerns prmptly: ranged frm 98.6% in the Central regin t 100% in the Edmntn, Calgary, and Suth regins. Overall, staff tell me abut ther resurces if required: ranged frm 92.6% in the Central regin t 100% in the Edmntn, Calgary, and Suth regins. PDD Staff There were reginal differences fr all questins. The Suth regin tended t have a significantly higher percentage f respndents wh agreed with the questin cmpared t the prvincial results acrss questins. The Edmntn regin tended t have a significantly lwer percentage f respndents wh agreed with the questin cmpared t the prvincial results acrss questins. I knw hw t cntact PDD staff: ranged frm 95.0% in the Edmntn regin t 98.9% in the Nrtheast regin. Overall, PDD staff care abut what I say: ranged frm 86.3% in the Edmntn regin t 98.5% in the Nrthwest regin. Overall, PDD staff d what they say they will d: ranged frm 86.3% in the Edmntn regin t 97.7% in the Suth regin. Overall, PDD staff deal with my cncerns prmptly: ranged frm 79.5% in the Edmntn regin t 96.8% in the Nrthwest regin. Overall, PDD staff are helpful in prblem slving: ranged frm 80.8% in the Edmntn regin t 94.4% in the Suth regin. Overall, PDD staff tell me abut ther resurces if required: ranged frm 78.7% in the Edmntn regin t 93.3% in the Nrthwest regin. If I am nt satisfied with a PDD decisin, I knw what t d: ranged frm 74.1% in the Nrtheast regin t 84.5% in the Suth regin. I am satisfied with the prcess used t reslve issues arund a PDD decisin: ranged frm 74.2% in the Edmntn regin t 89.5% in the Suth regin. Infrmatin n PDD Cmmunity (Reginal) Bards Fr infrmatin n PDD Cmmunity Bards, the Suth regin had the lwest percentage f respndents wh were aware f the PDD Cmmunity Bard with the Calgary regin having the lwest percentage f respndents wh knew sme f the PDD Cmmunity Bard members. I am aware f my PDD Cmmunity Bard: ranged frm 58.0% in the Suth regin t 75.3% in the Nrthwest regin HUMAN SERVICES Persns with Develpmental Disabilities Prgram

19 PDD Family/Guardian Satisfactin Survey 2012 I knw wh sme f my PDD Cmmunity Bard members are: ranged frm 42.6% in the Calgary regin t 64.3% in the Nrtheast regin. I have had cntact with PDD Cmmunity Bard members by means f: ranged frm 11.1% in the Suth regin by t 79.8% in the Edmntn regin by newsletters. There were n reginal differences fr any f the satisfactin questins related t the PDD Cmmunity Bards cmpared t the prvincial results. I am satisfied with the rle f the PDD Cmmunity Bard: ranged frm 81.4% in the Nrthwest regin t 92.3% in the Nrtheast regin. I am satisfied with the directin f the PDD Cmmunity Bard: ranged frm 83.3% in the Nrthwest regin t 92.6% in the Suth regin. I have had enugh pprtunity fr input t the PDD Cmmunity Bard: ranged frm 75.6% in the Nrtheast regin t 84.3% in the Calgary regin. I feel that the PDD Cmmunity Bard takes my input int accunt in their decisins: ranged frm 76.4% in the Edmntn regin t 87.7% in the Suth regin. 7.0 PERFORMANCE MEASURES One perfrmance measure was calculated frm the 2012/2013 Satisfactin Survey: 1) Overall Satisfactin. The results frm 2012/2013 were cmpared t thse f 2010/2011. In calculating the perfrmance measure, respnses f strngly agree, agree, and smewhat agree were cmbined t agree and scred 1 t indicate satisfactin, and respnses f smewhat disagree, disagree, and strngly disagree were cmbined t disagree and scred 0 t indicate dissatisfactin. Overall Satisfactin Overall Satisfactin was calculated by adding tgether respnses frm questins 11(10) Services meet the persn s needs, 24(22) Overall, I am satisfied that the services prvided enhance the persn s quality f life, and 25(23) Overall, I am satisfied that the persn s services help him/her t be a part f the cmmunity as much as he/she wants t be and dividing this by 3 fr each respndent. Fr Alberta, the Overall Satisfactin rate in 2012/2013 was significantly higher than that in 2010/2011. Additinally, the Calgary regin had a significantly higher Overall Satisfactin rate in 2012/2013 than in 2010/2011. All ther reginal cmparisns between 2012/2013 and 2010/2011 were nnsignificant. The Overall Satisfactin rate in the Central and Suth regins was significantly higher cmpared t the prvincial results. Additinally, the Overall Satisfactin rate in the Edmntn regin was significantly lwer cmpared t the prvincial results. All ther cmparisns were nnsignificant. NW NE Edm Cnt Cal Sth Alberta PDD Staff Respnsiveness In additin t the perfrmance measure, a measure f PDD Staff Respnsiveness was calculated by adding tgether respnses frm questins 33 thrugh 38 (I knw hw t cntact PDD staff; Overall, PDD staff care abut what I say; Overall, PDD staff d what they say they will d; Overall, PDD staff deal with my cncerns prmptly; Overall, PDD staff are helpful in prblem slving; Overall, PDD staff tell me abut ther resurces if required) and dividing this by 6 fr each respndent HUMAN SERVICES Persns with Develpmental Disabilities Prgram

20 PDD Family/Guardian Satisfactin Survey 2012 Fr Alberta, the PDD Staff Respnsiveness rate fr 2012/2013 was significantly higher than 2010/2011. The Calgary and Suth regins had a significantly higher PDD Staff Respnsiveness rate in 2012/2013 than 2010/2011. All ther cmparisns were nnsignificant. The PDD Staff Respnsiveness rate in the Nrthwest and Suth regins was significantly higher cmpared t the prvincial results. Additinally, the PDD Staff Respnsiveness rate in the Edmntn regin was significantly lwer cmpared t the prvincial results. All ther cmparisns were nnsignificant. NW NE Edm Cnt Cal Sth Alberta RELATIONSHIP BETWEEN SATISFACTION RATES AND DEMOGRAPHIC VARIABLES The relatinship between satisfactin and 1) length f time in service and 2) the age f the cnsumer were examined. Cmmunity Invlvement Length f service and age bth shwed numerus significant althugh weak crrelatins as expected (all crrelatins less than.20). Fr example, length f service and age were psitively crrelated with whether the persn is wrking as much as they want, such that as the number f years in service increases and the age f the cnsumer increases, s did the number f respndents agreeing the persn wrks as much as they want. PDD Services and Staff The majrity f the satisfactin items were crrelated with length in service and/r age, except fr questins related t PDD staff where the majrity f items had n crrelatin. Almst all significant relatinships were psitive, such that as length f service r age increases, s des the percentage f respndents wh agree with that particular item. Fr example, fr ease f getting services, as length f service r as age increases, satisfactin with the ease f getting services als increases. Infrmatin n PDD Cmmunity (Reginal) Bards Length f service was negatively crrelated with being aware f the PDD Cmmunity Bards and knwing wh sme f the PDD Cmmunity Bard members are. Age was psitively crrelated with satisfactin with the pprtunity t prvide input t the PDD Cmmunity Bards HUMAN SERVICES Persns with Develpmental Disabilities Prgram

21 PDD Family/Guardian Satisfactin Survey 2012/ INTRODUCTION PDD FAMILY/GUARDIAN SATISFACTION SURVEY 2012/2013 FINAL REPORT In 2012/2013, Alberta Human Services, Persns with Develpmental Disabilities Prgram (PDD prgram) cntracted Vecva Centre fr Disability Services and Research (Vecva) t cnduct a survey (data cllectin, analysis) f families/guardians f persns with develpmental disabilities accessing PDD services. The survey examined family/guardian satisfactin with the services received frm PDD prgram and funded service prvider agencies. These survey respnses prvide PDD prgram with feedback regarding prgram quality, areas f cncern, and directin fr imprvement. The results als prvide ne key perfrmance measure fr PDD prgram n verall satisfactin and an additinal measure n staff respnsiveness. The 2012/2013 satisfactin survey is similar t thse cnducted in 2010/2011, 2008/2009, 2006/2007, 2004/2005, 2003, and This dcument is a cmprehensive reprt f the survey and includes: a descriptin f the methdlgy, with a statement f data quality and cnfidence in the results; a cmparisn f prvince-wide 2012/2013 results with the 2010/2011 results and summary tables f the qualitative respnses fr the current year; a cmparisn f reginal and prvince-wide results fr the current year; an analysis f the perfrmance measure which assesses verall satisfactin with services; an analysis f PDD staff respnsiveness; and an examinatin f the relatinships between satisfactin rates and key demgraphic variables using prvince-wide data HUMAN SERVICES Persns with Develpmental Disabilities Prgram

22 PDD Family/Guardian Satisfactin Survey 2012/ METHODOLOGY The survey design, tls, and prcess were determined by the Satisfactin Survey Advisry Cmmittee (members frm all six PDD Cmmunity Bards f the prvince), under the chairmanship f the PDD prgram. 2.1 Survey Tl Develpment In 2012/2013, as in previus years, tw versins f the survey were used: ne fr families/guardians f cnsumers receiving services frm PDD-funded cmmunity-based agencies and ne fr families/guardians f cnsumers receiving services directly frm PDD direct peratins 1. The latter versin mitted questins that were nt applicable t cnsumers f direct peratins (e.g., The persn wns the place where they live ). Refer t Appendix A fr bth versins f the survey. Bth versins requested infrmatin n: 1) demgraphics, 2) cmmunity invlvement, 3) getting services, 4) infrmatin n planning and reviewing services, 5) PDD staff, and 6) PDD Cmmunity (Reginal) Bards. The cmmunity-based agency surveys als requested infrmatin n satisfactin with service prvider staff. The phrasing f each questin was the same as the phrasing f the questins used in 2010/2011. Because the survey was the same as the 2010/2011 survey, n additinal pilt testing f the survey was cnsidered necessary. Unlike the 2008/2009 and 2010/2011 surveys, the 2012/2013 survey prvided respndents with nly the pencil-and-paper survey ptin, eliminating the nline ptin. All questins related t satisfactin ratings required a respnse chice n a 6-pint scale: 1 = strngly disagree, 2 = disagree, 3 = smewhat disagree, 4 = smewhat agree, 5 = agree, 6 = strngly agree. Dn t knw and des nt apply (r des nt apply/nt required in sme cases) were als given as respnse chices in cases f n pinin f the statement (except n questin 42 and 43 which nly had yes/n ptins). In additin, each sectin had an pen-ended questin that allwed the respndent t prvide additinal infrmatin r elabrate n their answers. 2.2 Sampling and Data Cllectin Strategies Sample A paper-based survey was sent ut t 5,585 family members and/r legal guardians 2 (including public guardians) f cnsumers receiving PDD-funded services in Alberta as identified by reginal bard staff via their recrds. Public guardians were asked t respnd n behalf f nly fur cnsumers n their caselad when their caselad exceeded fur cnsumers Data Cllectin PDD prgram sent ut the requested amunt f bth versins f the survey t each PDD Cmmunity (Reginal) Bard and The Office f the Public Guardian (OPG), tgether with pstage-paid return envelpes addressed t Vecva. The reginal bards were then respnsible fr mailing the surveys and return envelpes, as well as a cver letter frm the reginal bard Chairpersn t thse family members and/r legal guardians n their caselad, n Nvember 26, Unlike previus years where a reminder pstcard was mailed ut t all survey recipients, PDD prgram made the decisin nt 1 Cmmunity-based agencies are independently perated (usually nt-fr-prfit) rganizatins that receive funding frm the PDD prgram t prvide services t adults with develpmental disabilities. PDD direct peratins are funded and perated by the gvernment. 2 Individuals with develpmental disabilities wh are their wn guardians were nt included in the target ppulatin fr the survey because the survey was nt designed t be cmpleted by adults with develpmental disabilities, hwever, there were individuals wh did receive the survey, pssibly having it passed n by the family member it was sent t. 3 Nte that the Edmntn regin mailed ut sme f the direct peratins surveys t individuals wh shuld have received the cmmunity-based versin f the survey. Thse individuals respnding fr cnsumers receiving cmmunity-based services will have missing data fr the questins that d nt appear n the direct peratins survey; hwever this did nt have a significant impact n the data HUMAN SERVICES Persns with Develpmental Disabilities Prgram

23 PDD Family/Guardian Satisfactin Survey 2012/ t send ut the reminder pstcard this year 4. Respndents were instructed t cmplete the frms as best as they culd and return them directly t Vecva by December 14, Analysis Statistical prcedures used included primarily descriptive statistics (frequencies and percentages) with inferential statistics (i.e., t-tests) used fr cmparing the 2012/2013 respnses with respnses frm 2010/2011 r acrss grups (i.e., cmparing reginal results t prvincial results), where applicable. Significance testing was cnducted using the full range f respnses n the 6-pint scale rather than cding these respnses int agree and disagree. This mre rbust apprach t significance testing cnsiders the actual variability f respnses as well as the sample size. Hwever, fr cnsistency with previus years, significance testing fr the perfrmance measure, as described belw, was cnducted using the cded respnses agree and disagree. In additin, Pearsn s Crrelatin was calculated t investigate the strength f the relatinship between satisfactin rates and certain demgraphic variables. In all cases, a significance level f.05 was used t determine significant differences. Respnses f dn t knw, des nt apply, r questins with n answer were treated as missing data and mitted frm the analysis. 5 Percentages fr satisfactin-related items were calculated based n valid ttals (ttal number f respnses including strngly disagree, disagree, smewhat disagree, smewhat agree, agree, and strngly agree and excluding respnses f dn t knw and des nt apply). The pen-ended questins in 2012/2013 were analyzed by categrizing the respnses and gruping them int verarching themes. Refer t Appendix B fr the themes and categries assciated with each pen-ended questin f the survey, and fr examples f respnses fr each categry. It is imprtant t nte that sme cmments culd be cded int mre than ne theme and categry. Fr example, Staff shrtages due t lw wages are causing agencies (service prviders) t clse grup hmes fr weekends, t nt accept mre [cnsumers], t live with peple wh aren t a gd match but due t funding requirements need t live tgether was classified as a cmment abut the supprt envirnment as well as a cmment abut funding. T ensure that the themes and categries were representative f the respnses, a secnd rater cded 135 surveys (30 surveys each frm the Calgary, Central, and Edmntn regins, and 15 surveys each frm the Nrtheast, Nrthwest, and Suth regins). An agreement percentage was calculated (Lmbard, Synder-Duch, & Bracken, 2005; Kempf- Lenard, 2005; Stemler, 2004) 6, and the primary rater and secnd rater had an initial intercder agreement f 57%. Based n the number f pssible cde selectins and rater subjectivity, the primary and secnd rater went thrugh and discussed the cmments where disagreement ccurred n the cdes. Thrugh discussin, the secnd rater was able t agree n additinal cdes with the primary rater, bringing the inter-rater reliability t 85.5%. One perfrmance measure, verall satisfactin, was calculated fr the PDD prgram based n respnses t the fllwing three questins: 11(10) 7. Services meet the persn s needs. 24(22). Overall, I am satisfied that the services prvided enhance the persn s quality f life. 25(23). Overall, I am satisfied that the persn s services help him/her t be a part f the cmmunity as much as he/she wants t be. In calculating the perfrmance measure, respnses f strngly agree, smewhat agree, and agree were cmbined t agree and scred 1 t indicate satisfactin, and respnses f disagree, smewhat disagree, and strngly disagree were cmbined t disagree and scred 0 t indicate dissatisfactin. The average f the scres was then calculated t btain the final result. Only cases with valid respnses fr all f the questins were included in the perfrmance measures. A detailed 4 It shuld be nted that the respnse rate may have been affected by the decisin nt t send ut the reminder pstcard. 5 When respndents checked mre than ne respnse fr ne questin, respnses were cded as missing. 6 Vecva fllwed a standard cntent analysis in assessing and reprting intercder reliability (i.e., selecting an apprpriate minimum level f reliability fr the index r indices t be used, selecting the measure(s) f intercder reliability researchers shuld use, etc.). 7 Wherever survey questin numbers appear in this reprt, the first number relates t the questin number n the cmmunitybased survey and the secnd number in parentheses relates t the questin number n the direct-peratins survey HUMAN SERVICES Persns with Develpmental Disabilities Prgram

24 PDD Family/Guardian Satisfactin Survey 2012/ Perfrmance Measure Infrmatin Reprt was prvided t the PDD prgram in February A summary f the perfrmance measure results appears in Sectin 7.0 f the current dcument. 2.4 Data Quality and Cnfidence in Results Overall Respnse Rates The verall respnse rate f 30.2% is lwer than the 36.4% respnse rate fr 2010/2011. This decrease in respnse rate acrss all regins was expected; ne f the cntributing factrs is likely the eliminatin f the reminder pstcard. This is cnsidered an acceptable respnse rate fr a mail-in survey (Miller & Salkind, 2002); hwever, because the sample is self-selected (i.e., nly the peple wh chse t respnd t the survey did s), it is nt pssible t rule ut ptential respnse bias Cnfidence Intervals Each survey questin varied in the number f valid respnses it received. Fr example, questins abut PDD staff typically had fewer respnses than thse abut service prvider staff. Variatins in respnse rates acrss questins within the same survey typically ccur fr ne f tw main reasns: 1) the imprtance f the item r 2) the experience f the respndent with that tpic. A lwer respnse rate fr an item may typically suggest that the item is nt relevant r imprtant t the respndent, r that the respndent has nt had sufficient experience with the tpic. Similarly, items with high respnse rates are typically thse which peple have strnger interest in r sufficient experience t prvide an pinin abut. The variatin in respnse rates als has ne majr implicatin: generalizability. Frm a statistical standpint, a lwer respnse rate fr an item means we can have lwer cnfidence in the generalizability f this item frm the sample results t the expected result in the brader ppulatin f the PDD prgram. Therefre, we calculated cnfidence intervals fr each questin based n the average respnse fr each questin. A cnfidence interval is the 95% likelihd f the ppulatin mean falling within a range calculated by the sample mean (e.g., with 95% accuracy, the ppulatin mean wuld fall between 4.47 and 4.77). Refer t Appendix C fr the respnse rates fr each satisfactinrelated questin and the crrespnding average respnse and cnfidence interval fr that item Cnstruct Validity and Reliability Cnstruct validity is the degree t which the measure is measuring what it claims t measure (Miller & Salkind, 2002; Straub, Budreau, & Gefen, 2004). In this survey, respndents were asked t indicate their level f agreement with varius statements that, if agreed t, wuld suggest a crrespnding level f satisfactin. Because the respnse was subsequently interpreted as a measure f the respndents perceived satisfactin, the measure has cnstruct validity. Hwever, the results assume that respndents have reprted their wn infrmed assessments. If a respndent s views are influenced by smene else s experiences rather than their wn, then the respnse is nt an accurate measure f that respndent s wn perceptins. Als, if a respndent has nt been sufficiently invlved in the cnsumer s life t make an infrmed assessment, but still chse t respnd with a satisfactin rating rather than saying dn t knw, then the respnse is, again, nt an accurate measure f that respndent s unbiased, infrmed pinin. It is nt pssible t estimate the bias that may have been intrduced int the data as a result f these ptential risks. On the ther hand, these risks are the same as in previus surveys; if ne were t make the reasnable assumptin that such risks are randm in nature, then it is als reasnable t cnclude that this year s results can be cmpared t results frm previus years. Reliability f a measure is whether that measure gives the same result each time it is used t measure the same cnstruct, prvided that what is being measured itself remains unchanged (Miller & Salkind, 2002). Hwever, because service prvisin needs and quality mst likely changes ver time, the measure is neither intended nr expected t prduce the same results ver time. Instead, we examined the internal cnsistency f the measure, which indicates whether items within the measure are related t the verall scre f the measure and t ther items in the measure. T calculate an verall scre fr the measure, all items were added tgether [except fr questin 43(33) (methds f cntact with PDD)]. This scre was then used t calculate the internal cnsistency f the measure by 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

25 PDD Family/Guardian Satisfactin Survey 2012/ cnducting a crrelatin analysis between the verall scre and each item f the survey [with the exceptin f questin 43(33)]. With this measure, the survey tl had excellent internal cnsistency with the majrity f items related t the verall scre (all p s <.01, except fr questin 41 I am aware f my PDD Cmmunity Bard ). Additinally, Crnbach s Alpha was calculated t determine the relatedness between items in the survey. This measure als indicated excellent internal cnsistency with a value f HUMAN SERVICES Persns with Develpmental Disabilities Prgram

26 PDD Family/Guardian Satisfactin Survey 2012/ RESPONSE RATES Table 1 reprts the number f surveys returned by the families/guardians f PDD cnsumers brken dwn by reginal bards fr 2004/2005, 2006/2007, 2008/2009, 2010/2011, and 2012/2013. Of the 5,585 surveys distributed in 2012/2013, there were 1,680 returned fr a respnse rate f 30.1%. There was a decrease in respnse rates acrss all regins. This decrease in respnse rate acrss all regins was expected; ne f the cntributing factrs is likely the eliminatin f the reminder pstcard. Table 1: Number f Respndents and Rate f Return fr Each Regin fr 2012/2013 and Previus Surveys Regin 2004/ / / / /2013 n % n % n % n % n % Nrthwest Nrtheast Edmntn Central Calgary Suth Ttal HUMAN SERVICES Persns with Develpmental Disabilities Prgram

27 PDD Family/Guardian Satisfactin Survey 2012/ DEMOGRAPHICS In 2012/2013, as in previus years, mst surveys were cmpleted by family members and/r private guardians (95.4%). See Table 2 fr a summary f the respndents. Table 2: Identity f Respndent fr 2012/2013 and Previus Surveys Identity f Respndent Family member and/r private guardian 2004/ / / / /2013 n % n % n % n % n % Public guardian Other a Valid Ttal Missing Ttal a Nte that fr the ther categry, respndents prvided categries f trustee, caregiver, mnitr, self-guardian, and supprtive rmmate. In the 2010/2011 results, hwever, the decisin was made by PDD prgram t eliminate respnses frm self-guardians and supprtive rmmates. Readers shuld nte that acrss all frequency tables, percentages may nt add up exactly t 100% due t runding errrs. In 2012/2013, the largest percentage f respndents was frm Calgary (29.6%) and Edmntn (26.4%). As in previus years, the majrity f cnsumers (as identified by the respndents) were between years f age (43.2%) and have been receiving services fr mre than 10 years (61.0%). See Table 3 fr a summary f the demgraphic infrmatin fr 2012/2013 and previus survey years. Table 3: Demgraphic Summary f Cnsumers fr 2012/2013 and Previus Surveys Regin 2004/ / / / /2013 n % n % n % n % n % Nrthwest Nrtheast Edmntn Central Calgary Suth Ttal Service type Cmmunity-based services Direct peratins Ttal HUMAN SERVICES Persns with Develpmental Disabilities Prgram

28 PDD Family/Guardian Satisfactin Survey 2012/ / / / / /2013 n % n % n % n % n % Age 18 t 25 years t 45 years t 65 years > 65 years Valid Ttal Missing Ttal Years using adult services < 2 years t 5 years t 10 years > 10 years Valid Ttal Missing Ttal HUMAN SERVICES Persns with Develpmental Disabilities Prgram

29 PDD Family/Guardian Satisfactin Survey 2012/ PROVINCIAL RESULTS Ntes t the reader: The n shwn in all figures refers t the ttal number f peple wh respnded t the questin, excluding thse wh respnded with dn t knw r des nt apply. The percentages shwn in the figures are the percentage f respndents wh agree with each statement (includes strngly agree, agree, and smewhat agree ). The ttal number f respndents wh agreed and disagreed t each questin can be fund in Appendix D. An * will appear abve the bar in the graph where a significant difference is present between 2012/2013 and 2010/ Cmmunity Invlvement Wrking in the Cmmunity The average respnse f cnsumers reprted t have a jb paying minimum wage r better did nt differ significantly between 2012/2013 (28.0%) and 2010/2011 (28.8%; see Figure 1). 8 Figure 1: Percentage f Cnsumers with a Jb Paying Minimum Wage r Better (by Year) 8 It shuld be nted that these results may nt reflect the true percentage f cnsumers wrking fr minimum wage r higher as many participants respnded that the cnsumer was nt earning minimum wage, but fllwed with cmments that the cnsumer was nt wrking HUMAN SERVICES Persns with Develpmental Disabilities Prgram

30 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree the persn is wrking as much as they want did nt differ significantly between 2012/2013 (74.5%) and 2010/2011 (72.2%; see Figure 2). Figure 2: Percentage f Respndents Wh Agree the Persn is Wrking as Much as They Want (by Year) Open-Ended Respnses A ttal f 747 pen-ended respnse cdes were identified n wrking in the cmmunity, representing apprximately 45% f all surveys. There were 48.2% f respndents wh cmmented n the cnsumer s wrk status, 19.1% n the cnsumer s emplyment experience, 11.8% n the supprts related t emplyment, 0.4% n transprtatin (all respndents expressed dissatisfactin), and 20.5% were classified as ther (cmments that expressed n satisfactin r dissatisfactin; were statements abut where the cnsumer wrks, hw much the cnsumer wrks r gets paid; were unrelated t the survey sectin; r were illegible; see Table 4). Cnsumer s wrk status: 29.2% f the respndents cmmented that the cnsumer is unable t wrk. 8.2% f the respndents indicated the cnsumer was vlunteering. 3.7% cmmented that the cnsumer was wrking t ability. Cnsumer s emplyment experience: 19.1% f the respndents cmmented n the wrk envirnment: 13.1% expressed dissatisfactin in their cmments (i.e., lack f emplyment r limited pprtunities available; being used in vlunteer psitins; emplyment is causing stress; the wrkplace is being incnsiderate f the emplyee; discriminatin r abuse at wrk) and 4.7% expressed satisfactin (i.e., the cnsumer is having a psitive experience). 0.8% f the respndents cmmented n wages and expressed dissatisfactin with the wage the cnsumer is receiving. 0.5% f the respndents cmmented n training and expressed dissatisfactin with the lack f training and educatin pprtunities prvided HUMAN SERVICES Persns with Develpmental Disabilities Prgram

31 PDD Family/Guardian Satisfactin Survey 2012/ Cnsumer s supprts: 10.8% f respndents cmmented n the supprt envirnment: 10.0% f the respndents expressed dissatisfactin in their cmments with the supprt envirnment (i.e., lack f supprt leading t negative experiences; a desire fr sheltered wrkshp pprtunities; lack f supprt finding a jb) and 0.8% expressed satisfactin with the envirnment (i.e., satisfied with emplyment supprt and/r supprt staff). 0.9% f the respndents expressed dissatisfactin in their cmments with financing (i.e., increased funding needed fr cnsumer t be able wrk; limitatins f AISH). Table 4: Respnses by Categry fr Wrking in the Cmmunity (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS: COMMENTS RELATED TO ANY SERVICES A CONSUMER IS (OR IS NOT) RECEIVING TO MAINTAIN OR IMPROVE THEIR EXPERIENCE IN THE WORKPLACE. 1. Envirnment: external cnditins that are affecting the cnsumer with regards t emplyment supprt Satisfied Emplyment supprt/supprt staff Dissatisfied Lack f supprt leading t negative experiences (e.g., finding a jb) Desire sheltered wrkshp pprtunities Lack f supprt finding a jb (e.g., parent finding psitin) Financing: issues surrunding the funding that is prvided fr supprting cnsumers Dissatisfied AISH is limited (e.g., reduces pprtunities, nt enugh funding, etc.) Increased funding needed fr cnsumer t be able t wrk (e.g., transprtatin, criminal backgrund checks, supprt staff, etc.) B. WORK STATUS: REASONS PROVIDED FOR WHETHER OR NOT THE CONSUMER IS EMPLOYED Unable t wrk (currently r permanently) Vlunteers Wrking t ability Attending schl Des nt want t wrk Retired Wants a jb C. EMPLOYMENT: THE CONSUMER S EXPERIENCE WITH THEIR JOB Envirnment: external cnditins that are affecting the cnsumer with regards t cnditins in the wrkplace Satisfied Cnsumer is having a psitive experience (e.g., imprved self-esteem, supprtive wrk envirnment, etc.) Dissatisfied Lack f emplyment/limited pprtunities (lack f shifts/hurs, limited training within the wrkplace, limited inclusin) Vlunteer psitins shuld be paid psitins Emplyment is causing stress Wrkplace incnsiderate f emplyee (e.g., last minute scheduling, etc.) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

32 PDD Family/Guardian Satisfactin Survey 2012/ Respnse Categry Respnse Number Respnse Percentage Increased awareness f peple with disabilities needed in the cmmunity/wrkfrce Training: the skills, educatin, r instructin needed in rder t succeed in the jb market Dissatisfied Increased training/educatin needed Wages: issues regarding the amunt f mney that is received frm an emplyer Dissatisfied Desire higher/fair wages D. TRANSPORTATION: ISSUES SURROUNDING GETTING TO AND FROM PLACE OF EMPLOYMENT Dissatisfied Hard t get t and frm wrk (e.g., transit schedules, lack f transit in area, etc.) E. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE, DESCRIPTION OF JOB, UNRELATED TO SURVEY SECTION, COMMENTS ABOUT THE SURVEY, ETC.) F. TOTAL Participating in Cmmunity Activities The average respnse f cnsumers wh vlunteer in their cmmunity was significantly higher in 2012/2013 (59.0%) than in 2010/2011 (52.6%; see Figure 3). Figure 3: Percentage f Cnsumers Wh Vlunteer in Their Cmmunity (by Year) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

33 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree the persn has relatinships in the cmmunity with peple ther than paid staff did nt differ significantly between 2012/2013 (84.7%) and 2010/2011 (82.2%; see Figure 4). Figure 4: Percentage f Respndents Wh Agree the Persn has Relatinships in the Cmmunity with Peple Other Than Paid Staff (by Year) a Nte in 2004/2005 the respnse categries were yes/n and are nt presented in this figure. The average respnse wh agree the persn participates in the cmmunity as much as they want did nt differ significantly between 2012/2013 (85.8%) and 2010/2011 (84.9%; see Figure 5). Figure 5: Percentage f Respndents Wh Agree the Persn Participates in Cmmunity Activities as Much as They Want (by Year) Open-Ended Respnses A ttal f 542 pen-ended respnse cdes were identified n participatin in the cmmunity, representing apprximately 32% f all surveys. There were 28.8% f respndents wh cmmented n the cnsumer s supprts, 25.5% n the cnsumer s inclusin in the cmmunity, 20.3% n the cnsumer s participatin in the cmmunity, and 25.5% were classified as ther (cmments that 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

34 PDD Family/Guardian Satisfactin Survey 2012/ expressed n satisfactin r dissatisfactin; were statements abut names f activities r prgrams cnsumers were invlved in; were cmments abut the survey; were unrelated t the survey sectin; r were illegible; see Table 5). Cnsumer s supprts: 24.5% f respndents cmmented n the supprt envirnment: 19.9% expressed dissatisfactin in their cmments (i.e., nt enugh pprtunities available t participate; staff and/r service prvider nt meeting needs r expectatins; and fr varius reasns nt enugh supprt prvided t participate; guardian wuld like t be mre invlved/infrmed; family is facilitating cnsumer participatin) and 4.6% expressed satisfactin (i.e., satisfied with staff/services; satisfied with pprtunities available). 3.9% f the respndents expressed dissatisfactin in their cmments with financing (i.e., cmmunity csts t expensive and/r lack f funding t cver csts; funding fr additinal supprt needed; funded activities are segregated; funding influences hw much cmmunity invlvement cnsumer has). Cnsumer s inclusin in the cmmunity: 21.2% f respndents cmmented n the envirnment: 7.4% f the respndents expressed dissatisfactin in their cmments (i.e., cnsumer needs mre inclusin and nt enugh accessible activities prvided; cmmunity nt accepting) and 13.8% expressed satisfactin (i.e., cmmunity is invlving cnsumers; cnsumer thrives in the cmmunity; gd level f participatin; cnsumer s needs are being met; cnsumer/guardian is happy). 4.2% cmmented n access t the cmmunity: 4.2% expressed dissatisfactin in their cmments [i.e., hard t access cmmunity (physical barriers, transprtatin, etc.); cncerned with safety; mre infrmatin]. Table 5: Respnses by Categry fr Participating in Cmmunity Activities (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS (COMMUNITY AND STAFF): RELATED TO ANY SERVICES A CONSUMER IS RECEIVING OR COMMUNITY SUPPORT TO HELP MAINTAIN OR IMPROVE THEIR PARTICIPATION IN THE COMMUNITY Envirnment: external cnditins that are affecting the cnsumer with regards t supprts that affect participatin in the cmmunity Satisfied Staff/services Satisfied with pprtunities available Dissatisfied Staff/service prvider nt meeting expectatins/needs (understaffing, pr staff) Fr varius reasns, nt enugh supprt t participate Nt enugh pprtunities available t participate Guardian wuld like t be mre invlved/infrmed (e.g., activity chices, educatin, etc.) Family is facilitating cnsumer participatin HUMAN SERVICES Persns with Develpmental Disabilities Prgram

35 PDD Family/Guardian Satisfactin Survey 2012/ Respnse Categry Respnse Number Respnse Percentage 2. Financing: issues surrunding the funding that is prvided fr supprting cnsumers Satisfied Funding helps facilitate cmmunity participatin Dissatisfied Funding fr additinal supprt needed t accmmdate participatin in activities in the cmmunity Cmmunity csts t expensive/lack f funding t cver csts (e.g., transprtatin, recreatin prgrams, etc.) Funded activities are segregated B. PARTICIPATION IN THE COMMUNITY: REASONS PROVIDED FOR WHETHER OR NOT THE CONSUMER IS PARTICIPATING Unable t participate/limited participatin Vlunteering Nt interested Transitining/recently transitined (mved, changed/changing services) Wuld like t participate mre C. COMMUNITY INCLUSION: CONSUMERS EXPERIENCES IN THE COMMUNITY; FEELING A SENSE OF BELONGING TO A SOCIAL GROUP OR LOCATION. 1. Envirnment: external cnditins (nt supprt related) that are affecting the cnsumer with regards t experiences when participating in the cmmunity Satisfied Gd level f participatin Cnsumer s needs are being met Cnsumer thrives in the cmmunity Cmmunity is invlving cnsumers (welcming) Cnsumer/guardian is happy Dissatisfied Cnsumer needs mre inclusin (friends, etc.) Nt enugh accessible activities prvided Cmmunity is nt accepting Access: cnsumers experiences with regards t being able t enter and take part in a cmmunity Dissatisfied Hard t access the cmmunity (physical barriers, transprtatin, etc.) Needs mre infrmatin t understand pprtunities available in the cmmunity Cncerned with safety D. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE, DESCRIPTION OF ACTIVITIES, UNRELATED TO SURVEY SECTION, ETC.) E. TOTAL HUMAN SERVICES Persns with Develpmental Disabilities Prgram

36 PDD Family/Guardian Satisfactin Survey 2012/ Living in the Cmmunity The average respnse f cnsumers wh wn their hme did nt differ significantly between 2012/2013 (4.6%) and 2010/2011 (4.0%; see Figure 6). Figure 6: Percentage f Cnsumers Wh Own Their Own Place (by Year) The average respnse wh agree the persn lives where they want t live did nt differ significantly between 2012/2013 (92.0%) and 2010/2011 (91.2%; see Figure 7). Figure 7: Percentage f Respndents Wh Agree the Persn is Living Where They Want t Live (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

37 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree the persn lives with wh they want t live with did nt differ significantly between 2012/2013 (90.4%) and 2010/2011 (89.7%; see Figure 8). Figure 8: Percentage f Respndents Wh Agree the Persn is Living with Wh They Want (by Year) Open-Ended Respnses A ttal f 580 pen-ended respnse cdes were identified n living in the cmmunity, representing apprximately 35% f all surveys. There were 47.1% f respndents wh cmmented n the cnsumer s living arrangements, 11.4% n the cnsumer s supprts, and 41.6% were classified as ther (cmments that expressed n satisfactin r dissatisfactin; were statements abut the type f hme r wh the cnsumer is living with; abut the survey; unrelated t the survey sectin; r were illegible; see Table 6). Cnsumer s living arrangements: 27.2% f respndents cmmented n the ability t meet the living needs f the persn: 18.8% f respndents expressed satisfactin in their cmments (i.e., the cnsumer is happy with living situatin; guardian is happy with living situatins) and 8.4% were dissatisfied (i.e., lack f resurces fr meeting needs; cncerns abut the future; islatin; cncerns abut safety; guardian nt happy with living arrangement). 12.9% f respndents cmmented n the availability f chice f living arrangements: 12.6% expressed dissatisfactin in their cmments with the availability f chice f living arrangements (i.e., lack f living arrangement ptins; cnsumer s preferences nt cnsidered; lack f infrmatin and/r supprt) and 0.3 expressed satisfactin in their cmments with the availability f chice f living arrangements (i.e., cnsumer is happy with the chices they make). 6.9% cmmented n rmmates: 3.6% expressed satisfactin in their cmments (i.e., happy with current rmmate) and 3.3% expressed dissatisfactin (i.e., cnflict ccurs between rmmates; difficulty finding suitable rmmates) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

38 PDD Family/Guardian Satisfactin Survey 2012/ Cnsumer s supprts: 10.9% f respndents cmmented n the supprt envirnment: 7.2% f respndents expressed dissatisfactin in their cmments with the supprt envirnment (i.e., service prvider nt meeting expectatins and/r needs; increased supprt needed; PDD nt meeting cnsumer needs r guardian expectatins; service prvider desn t have apprpriate plicies and prcedures fr supprtive rmmates) and 3.6% expressed satisfactin (i.e., service prvider is meeting expectatins f the cnsumer and/r guardian). 0.5% f respndents expressed dissatisfactin with the availability f chice in service prviders (i.e., unable t btain r a lack f service prviders) Table 6: Respnses by Categry fr Living in the Cmmunity (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS: RELATED TO ANY SERVICES A CONSUMER IS RECEIVING TO MAINTAIN OR IMPROVE THEIR QUALITY OF LIFE Envirnment: external cnditins that are affecting the cnsumer with regards t supprts that affect living in the cmmunity Satisfied Service prvider is meeting expectatins f cnsumer/guardian Dissatisfied Service prvider/staff nt meeting cnsumer expectatins r needs Increased supprt needed (e.g., living arrangement, transprtatin, and/r cmmunity invlvement, skills training, safety etc.) PDD nt meeting cnsumer needs r guardian expectatins Service prvider desn t have apprpriate plicies and prcedures fr supprtive rmmates (e.g., assignment prcess, fllw-up, etc.) Chice: the availability f different ptins fr services and/r supprts Dissatisfied Unable t btain r a lack f service prviders (e.g., cmplex needs) B. LIVING ARRANGEMENTS Ability t meet living needs: whether the persn is able t maintain a gd quality f life in their current living situatin (e.g., is the huse accessible? is the huse/apartment affrdable? etc.) Satisfied Cnsumer is cmfrtable and happy with living situatin Guardian is happy with living situatin Dissatisfied Lack f resurces fr meeting needs (e.g., funding, supprt, affrdable accmmdatin, respite services) Cncerns abut the future (stability f living situatin) Current living situatin leads t islatin Cncerns abut safety Guardian is nt happy with living arrangement HUMAN SERVICES Persns with Develpmental Disabilities Prgram

39 PDD Family/Guardian Satisfactin Survey 2012/ Chice: the availability f different living ptins Dissatisfied Lack f living arrangement ptins (e.g., living with family, cngregate care, city/twn f chice) Cnsumer s preferences nt being cnsidered Lack f infrmatin/supprt regarding living arrangement ptins Rmmate: cnsumer experiences with the peple they live with Satisfied Happy with current rmmate Dissatisfied Difficulty finding suitable rmmates Cnflict ccurs between rmmates C. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE, DESCRIPTION OF LIVING SITUATION, UNRELATED TO SURVEY SECTION, COMMENTS ABOUT THE SURVEY, ETC.) D. TOTAL Agency Services and Staff Getting Services The average respnse wh agree it is easy t get services did nt differ significantly between 2012/2013 (76.4%) and 2010/2011 (74.3%; see Figure 9). Figure 9: Percentage f Respndents Wh Agree it is Easy t Get Services (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

40 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree services are prvided quickly when needed did nt differ significantly between 2012/2013 (76.4%) and 2010/2011 (74.9%; see Figure 10). Figure 10: Percentage f Respndents Wh Agree Services are Prvided Quickly When Needed (by Year) The average respnse wh agree services meet the persn s needs was significantly higher in 2012/2013 (83.5%) than 2010/2011 (80.4%; see Figure 11). Figure 11: Percentage f Respndents Wh Agree Services Meet the Persn s Needs (by Year) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

41 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree services can be changed when necessary did nt differ significantly between 2012/2013 (71.8%) and 2010/2011 (70.2%; see Figure 12). Figure 12: Percentage f Respndents Wh Agree Services Can Be Changed When Necessary (by Year) The average respnse wh agree respite services are available when needed was significantly higher in 2012/2013 (70.6%) than in 2010/2011 (66.0%; see Figure 13). Figure 13: Percentage f Respndents Wh Agree Respite Services are Available When Needed (by Year) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

42 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree there is a chice f service prviders did nt differ significantly between 2012/2013 (65.8%) and 2010/2011 (64.2%; see Figure 14). Figure 14: Percentage f Respndents Wh Agree There is a Chice f Service Prviders (by Year) The average respnse wh agree it is easy t change service prviders did nt differ significantly between 2012/2013 (44.0%) and 2010/2011 (42.6%; see Figure 15). Figure 15: Percentage f Respndents Wh Agree it is Easy t Change Service Prviders (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

43 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree transprtatin t and frm services is gd did nt differ significantly between 2012/2013 (78.7%) and 2010/2011 (76.1%; see Figure 16). Figure 16: Percentage f Respndents Wh Agree Transprtatin T and Frm Services is Gd (by Year) Open-Ended Respnses A ttal f 762 pen-ended respnse cdes were identified n getting services, representing apprximately 45% f all surveys. There were 71.5% f respndents wh cmmented n cnsumer s supprts, 15.2% n transprtatin in getting t and frm services, and 13.3% were classified as ther (cmments that expressed n satisfactin r dissatisfactin; were statements abut specific activities/services the cnsumer was invlved in; abut the survey; unrelated t the survey sectin; r were illegible; see Table 7). Cnsumer s supprts: 47.2% f respndents cmmented n the supprt envirnment: 30.1% expressed dissatisfactin in their cmments (i.e., services/staff d nt meet cnsumer needs; can t get respite, PDD nt meeting cnsumer/guardian needs; lack f infrmatin; nt enugh agency accuntability; family/guardian t invlved; t much bureaucracy; services need t be individualized) and 17.2% expressed satisfactin (i.e., services and staff are helpful and/r stable; pleased with PDD; respite service available, family managed services, flexibility f services; cnsumer/guardian happy with service prvider). 15.0% f respndents expressed dissatisfactin with chice f services in their cmments (i.e., dissatisfied with the availability f service prviders, desire mre chice, hard t find service prvider fr cmplex needs; cncern abut fallut with current service prvider if lking fr new service prvider; currently lking fr new service prvider; unable t find service prvider fr cnsumer). 9.3% f respndents cmmented n financing: 8.9% expressed dissatisfactin in their cmments (i.e., staff shrtages; financing fr cnsumer/service prvider is unavailable r insufficient; lack r services and prgrams; nt enugh funding t cver respite; unfair/unequal funding amng cnsumers; fear f funding cuts/reduced services; funding shuld stay with cnsumer) and 0.4% expressed satisfactin (i.e., happy with the level f funding prvided) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

44 PDD Family/Guardian Satisfactin Survey 2012/ Transprtatin in getting t services: 15.2% f respndents cmmented abut transprtatin: 13.3% f respndents expressed dissatisfactin in their cmments (i.e., inadequate service; high cst/mre funding required; mre supprt needed fr transprtatin) and 2.0% expressed satisfactin (i.e., transprtatin services meeting needs). Table 7: Respnses by Categry fr Getting Services (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS: RELATED TO ANY SERVICES A CONSUMER IS RECEIVING TO MAINTAIN OR IMPROVE THEIR QUALITY OF LIFE Envirnment: the external cnditins that are affecting the cnsumer with regards t supprts Satisfied Services/staff are helpful and/r stable; happy with service prvider Pleased with PDD Happy with Family Managed Services (FMS) Respite services available when required Flexibility f services Dissatisfied Services/staff d nt meet cnsumer needs (e.g., lack f services available/accessible, lack f cmmunicatin amng service prviders, incnsistent services, transitin int services is difficult, lack f staff training, turnver, etc.) Can t get respite (nt enugh wrkers, nt enugh hur s allcated, nt enugh infrmatin etc.) PDD nt meeting needs f cnsumer/guardian Lack f accessible infrmatin abut services Nt enugh agency accuntability Family/guardian feels t invlved in services T much bureaucracy Services need t be mre individualized Financing: issues surrunding the funding that is prvided fr supprting cnsumers Satisfied Happy with the level f funding prvided Dissatisfied Financing fr cnsumer/service prvider is unavailable r insufficient (desn t transfer between services, difficult t btain) Lack f services and prgrams available Staff shrtages (wages t lw t attract/retain staff) Unfair/unequal funding amng cnsumers Nt enugh funding t cver respite Fear f funding cuts/reduced services Funding shuld stay with the cnsumer HUMAN SERVICES Persns with Develpmental Disabilities Prgram

45 PDD Family/Guardian Satisfactin Survey 2012/ Respnse Categry Respnse Number Respnse Percentage 3. Chice: the availability f different ptins fr services and/r supprts Dissatisfied Availability f service prviders (e.g., switching prviders is difficult, desire mre chice; hard t get service prvider fr cmplex needs) Cncern abut fallut with current service prvider if lking t change service prviders r services Currently lking fr new service prvider Unable t find service prvider fr cnsumer B. TRANSPORTATION: ISSUES SURROUNDING GETTING TO AND FROM SERVICES Satisfied Transprtatin services meeting needs Dissatisfied Inadequate service High cst/mre funding required Mre supprt needed fr transprtatin C. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE, UNRELATED TO SURVEY SECTION, COMMENTS ABOUT SURVEY, ETC.) D. TOTAL HUMAN SERVICES Persns with Develpmental Disabilities Prgram

46 PDD Family/Guardian Satisfactin Survey 2012/ Infrmatin t Plan and Review Services The average respnse wh agree it is easy t get infrmatin abut services did nt differ significantly between 2012/2013 (80.9%) and 2010/2011 (79.5%; see Figure 17). Figure 17: Percentage f Respndents Wh Agree it is Easy t Get Infrmatin n Services (by Year) The average respnse wh agree the infrmatin they receive abut services is helpful did nt differ significantly between 2012/2013 (88.1%) and 2010/2011 (87.0%; see Figure 18). Figure 18: Percentage f Respndents Wh Agree Infrmatin Received n Services is Helpful (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

47 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree they are satisfied with the infrmatin given t them n new initiatives that may affect services did nt differ significantly between 2012/2013 (81.7%) and 2010/2011 (81.8%; see Figure 19). Figure 19: Percentage f Respndents Wh are Satisfied with Infrmatin n New Initiatives (by Year) Nte: Fr questin 20(18), the results were separated int the results frm the cmmunity-based agencies and thse frm the direct peratins as the meaning f the questin differed slightly between the tw types f service agencies. Cmmunity-Based Agencies. The average respnse wh agree the agency prvides them with pprtunities fr input regarding new initiatives did nt differ significantly between 2012/2013 [81.5% (n = 1330)] and 2010/2011 [82.6% (n = 1731); see Figure 20]. Direct peratins. The average respnse wh agree the agency prvides them with pprtunities fr input regarding new initiatives did nt differ significantly between 2012/2013 [94.4% (n = 90)] and 2010/2011 [94.1% (n = 152); see Figure 20]. Figure 20: Percentage f Respndents Wh Agree the Agency Prvides Opprtunities fr Input Regarding New Initiatives (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

48 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree they are invlved in planning services as much as they want t be did nt differ significantly between 2012/2013 (86.8%) and 2010/2011 (87.0%; see Figure 21). Figure 21: Percentage f Respndents Wh Agree They are Invlved in Planning Services as Much as They Want t Be (by Year) The average respnse wh agree they are invlved in reviewing the services prvided did nt differ significantly between 2012/2013 (90.0%) and 2010/2011 (88.8%; see Figure 22). Figure 22: Percentage f Respndents Wh Agree They are Invlved in Reviewing Services (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

49 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree planning and service reviews are scheduled when they can attend did nt differ significantly between 2012/2013 (92.3%) and 2010/2011 (91.8%; see Figure 23). Figure 23: Percentage f Respndents Wh Agree Planning and Service Reviews are Scheduled When They Can Attend (by Year) Open-Ended Respnses A ttal f 384 pen-ended respnse cdes were identified n infrmatin t plan and review services, representing apprximately 23% f all surveys. There were 82.3% f respndents wh cmmented n cnsumer s supprts, 0.5% n transprtatin (all were dissatisfied), and 17.2% were classified as ther (cmments that expressed n satisfactin r dissatisfactin; were statements abut specific activities/services the cnsumer was invlved in; abut the survey; unrelated t the survey sectin; r were illegible; see Table 8). Cnsumer s supprts: 78.1% f respndents cmmented n the supprt envirnment. 40.6% f respndents cmmented n the staff r agency: 27.3% expressed dissatisfactin in their cmments (i.e., services nt meeting needs f cnsumer and/r guardian; inadequate staffing; PDD nt meeting needs f cnsumer and/r guardian; lack f cmmunicatin frm service prvider) and 13.3% expressed satisfactin (i.e., service staff/agency is helpful and available when needed; PDD staff are supprtive). 18.8% f respndents cmmented n the planning prcess: 9.6% f respndents expressed dissatisfactin in their cmments (i.e., services are difficult/incnvenient t access; prblems with annual meetings; nt being invlved in planning) and 9.1% expressed satisfactin (i.e., planning invlves cnsumer and/r guardian). 10.7% f respndents cmmented n the general supprt envirnment: 6.5% expressed satisfactin in their cmments (i.e., FMS is wrking well) and 4.2% expressed dissatisfactin (i.e., nt enugh agency accuntability r t much bureaucracy; unable/difficult t get service). 8.1% f respndents cmmented n the availability f infrmatin: 6.3% expressed dissatisfactin (i.e., infrmatin is nt accessible and/r available) and 1.8% expressed satisfactin in their cmments (i.e., infrmatin is accessible and/r available) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

50 PDD Family/Guardian Satisfactin Survey 2012/ % f respndents expressed dissatisfactin with financing in their cmments. 1.8% f respndents expressed dissatisfactin with chice f services in their cmments. Table 8: Respnses by Categry fr Infrmatin t Plan and Review Services (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS: RELATED TO THE PLANNING AND REVIEW PROCESS OF SERVICES A CONSUMER IS RECEIVING Envirnment: external cnditins that are affecting the planning and review f services and/r the services a cnsumer is receiving i. Infrmatin: knwledge abut the supprts available t the cnsumer Satisfied Infrmatin is accessible and/r available Dissatisfied Infrmatin is nt accessible and/r available (e.g., requires cmputer access, t much jargn) ii. Planning: the prcess f setting up the supprts that are apprpriate fr the cnsumer Satisfied Planning invlves cnsumer and/r guardian Dissatisfied Prblems with annual meetings; difficult t access (e.g., incnvenient lcatin, t lng, shrt ntice) Guardian/cnsumer nt invited t/invlved in planning iii. Staff and agency: issues surrunding the wrkers prviding supprt t cnsumers and planning and review prcess Satisfied Service staff/agency is helpful and available when needed (meeting times cnvenient, guardian accmmdated) PDD staff are supprtive Dissatisfied Services nt meeting needs f cnsumer and/r guardian (e.g., nt suitable fr needs f cnsumer, lack f guardian invlvement, lack f fllw thrugh, n review r planning scheduled) Lack f cmmunicatin frm service prvider PDD nt meeting cnsumer needs r guardian expectatins (e.g., lack f justificatin/reasning fr decisins) Inadequate staffing (e.g., high turnver, fatigue, lw wages, rural areas) iv. General envirnment: any additinal envirnmental factrs nt related t infrmatin, planning, r staff Satisfied Nt a factr in FMS/FMS is wrking well Dissatisfied Nt enugh agency accuntability r t much bureaucracy (e.g., n evaluatins) Unable/difficult t get service HUMAN SERVICES Persns with Develpmental Disabilities Prgram

51 PDD Family/Guardian Satisfactin Survey 2012/ Financing: issues surrunding the funding that is prvided fr supprting cnsumers that impacts the planning and review f thse supprts Dissatisfied Inadequate funding r unfair distributin f funding leading t negative utcmes fr the cnsumer (e.g., lack f services, staffing shrtages) Chice: the availability f different ptins fr services and/r supprts Dissatisfied Lack f service ptins (e.g., few services available in rural areas) B. TRANSPORTATION: ISSUES SURROUNDING GETTING TO AND FROM SERVICES AND/OR PLANNING AND REVIEW SESSIONS Dissatisfied Transprtatin ptins d nt meet the needs f the cnsumer C. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE, UNRELATED TO CODES OR TO SURVEY SECTION, COMMENTS ABOUT SURVEY, ETC.) D. TOTAL Overall Satisfactin with Services The average respnse wh agree they are satisfied verall that services prvided enhance the persn s quality f life did nt differ significantly between 2012/2013 (90.2%) and 2010/2011 (89.1%; see Figure 24). Figure 24: Percentage f Respndents Wh Agree They are Satisfied Overall that Services Prvided Enhance the Persn s Quality f Life (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

52 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree they are satisfied verall that services help the persn t be a part f the cmmunity did nt differ significantly between 2012/2013 (87.4%) and 2010/2011 (86.0%; see Figure 25). Figure 25: Percentage f Respndents Wh Agree They are Satisfied Overall that Services Help the Persn Be a Part f the Cmmunity (by Year) The average respnse wh agree they knw what t d if nt satisfied with services prvided did nt differ significantly between 2012/2013 (83.6%) and 2010/2011 (83.2%; see Figure 26). Figure 26: Percentage f Respndents Wh Agree They Knw What t D if Nt Satisfied with Services (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

53 PDD Family/Guardian Satisfactin Survey 2012/ Nte: Fr questin 27(25), the results were separated fr the cmmunity-based agencies and the direct peratins because f the slightly different meaning in the questin fr the tw types f agencies. Cmmunity-based agencies. The average respnse wh agree they are satisfied with the prcess used t reslve issues arund a service prvider s decisin did nt differ significantly between 2012/2013 [82.4% (n = 1218)] and 2010/2011 [80.3% (n = 1554); see Figure 27]. Direct peratins. The average respnse wh agree they are satisfied with the prcess used t reslve issues arund a service prvider s decisin did nt differ significantly between 2012/2013 [95.5% (n = 88)] and 2010/2011 [93.4% (n = 137); see Figure 27]. Figure 27: Percentage f Respndents Wh Agree They are Satisfied with the Prcess Used t Reslve Issues (by Year) Open-Ended Respnses A ttal f 307 pen-ended respnse cdes were identified n the cnsumers verall satisfactin with services, representing apprximately 18% f all surveys. There were 87.0% wh respnded n cnsumer s supprts, 1.6% n transprtatin (all respndents were dissatisfied), and 11.4% were classified as ther (cmments that expressed n satisfactin r dissatisfactin; were statements abut specific activities/services the cnsumer was invlved in; abut the survey; unrelated t the survey sectin; r were illegible; see Table 9). Cnsumer s supprts: 78.8% f respndents cmmented n the supprt envirnment: 45.6% expressed dissatisfactin in their cmments (i.e., staffing cncerns; services nt meeting the needs f the guardian; services nt meeting cnsumer needs; mre cmmunicatin needed; PDD nt meeting needs/expectatins; nt enugh agency accuntability; plitics and bureaucracy within PDD/agency gets in the way; cncerns f cnsumer nt addressed; FMS nt wrking; unable t find service prvider) and 33.2% expressed satisfactin (i.e., service prvider meeting needs; cnsumer cncerns are addressed; staff is helpful and respectful; PDD prviding adequate services/infrmatin; FMS is wrking well; quality f services is imprving) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

54 PDD Family/Guardian Satisfactin Survey 2012/ % f respndents expressed dissatisfactin with chice f services in their cmments (i.e., nt enugh chice amng services; lack f flexibility in services t meet individual needs). 2.9% f respndents expressed dissatisfactin with financing in their cmments (i.e., inadequate funding reduces the effectiveness f services; funding desn t transfer between service prviders). Table 9: Respnses by Categry fr Overall Satisfactin with Services Prvided (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS: RELATED TO ANY SERVICES A CONSUMER IS RECEIVING TO MAINTAIN OR IMPROVE THEIR QUALITY OF LIFE Envirnment: external cnditins that are affecting the cnsumer regarding supprts Satisfied Service prvider meeting needs Staff is helpful and respectful Cnsumer happy/cncerns are addressed PDD prviding adequate services/infrmatin FMS is wrking well Quality f services is imprving Dissatisfied Services nt meeting cnsumer needs (e.g., difficult t access services, additinal supprt needed) Services nt meeting the needs f the guardian (e.g. guardian input nt cnsidered, prcess f getting services is difficult, lack f accessible infrmatin) Staffing cncerns (e.g., high turnver, shrtages, lw pay, inadequate supervisin, staff nt fully qualified) Mre cmmunicatin with PDD r agencies needed t reslve cnflict and/r cncerns (e.g., fear lss f services if cmplaints viced, desire frmal evaluatin and appeal prcedures) Nt enugh agency accuntability (decisins, funding, etc.) PDD nt meeting needs/expectatins Plitics and/r bureaucracy within PDD gets in the way f meeting cnsumer needs Supprt needed in changing service prvider Cncerns f cnsumer nt addressed FMS is nt wrking fr family/guardian/cnsumer Agency is t bureaucratic Unable t find service prvider Financing: issues surrunding the funding that is prvided fr supprting cnsumers Dissatisfied Inadequate funding reduces the effectiveness f services Funding desn t transfer between service prviders HUMAN SERVICES Persns with Develpmental Disabilities Prgram

55 PDD Family/Guardian Satisfactin Survey 2012/ Chice: the availability f different ptins fr services and/r supprts Dissatisfied Nt enugh chice amng services (e.g., living arrangement ptins, inadequate service in rural areas) Lack f flexibility in services t meet individual needs B. TRANSPORTATION: ISSUES SURROUNDING GETTING TO AND FROM SERVICES Dissatisfied Transprtatin services nt meeting cnsumer needs C. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE, UNRELATED TO CODES OR TO SURVEY SECTION, COMMENTS ABOUT SURVEY, ETC.) D. TOTAL Service Prvider Staff Nte: Fr questins related t satisfactin with service prvider staff, the results were separated by cmmunity-based agencies and direct peratins because f the slightly different meaning in the questin fr the tw types f service agencies. Cmmunity-based agencies. The average respnse wh agree there is a cnsistent persn t cntact did nt differ significantly between 2012/2013 [91.1% (n = 1444)] and 2010/2011 [91.5% (n = 1843); see Figure 28]. Direct peratins. The average respnse wh agree there is a cnsistent persn t cntact did nt differ significantly between 2012/2013 [93.7% (n = 111)] and 2010/2011 [95.1% (n = 162); see Figure 28]. Figure 28: Percentage f Respndents Wh Agree There is a Cnsistent Persn t Cntact (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

56 PDD Family/Guardian Satisfactin Survey 2012/ Cmmunity-based agencies. The average respnse wh agree verall staff care abut what they say did nt differ significantly between 2012/2013 [91.8% (n = 1410)] and 2010/2011 [91.6% (n = 1800); see Figure 29]. Direct peratins. The average respnse wh agree verall staff care abut what they say did nt differ significantly between 2012/2013 [98.2% (n = 110)] and 2010/2011 [97.4% (n = 156); see Figure 29]. Figure 29: Percentage f Respndents Wh Agree Overall Staff Care Abut What They Say (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

57 PDD Family/Guardian Satisfactin Survey 2012/ Cmmunity-based agencies. The average respnse wh agree verall staff d what they say they will d did nt differ significantly between 2012/2013 [89.1% (n = 1424)] and 2010/2011 [88.7% (n = 1797); see Figure 30]. Direct peratins. The average respnse wh agree verall staff d what they say they will d did nt differ significantly between 2012/2013 [96.2% (n = 105)] and 2010/2011 [96.2% (n = 156); see Figure 30]. Figure 30: Percentage f Respndents Wh Agree Overall Staff D What They Say They Will D (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

58 PDD Family/Guardian Satisfactin Survey 2012/ Cmmunity-based agencies. The average respnse wh agree staff deal with cncerns prmptly did nt differ significantly between 2012/2013 [88.9% (n = 1408)] and 2010/2011 [87.5% (n = 1776); see Figure 31]. Direct peratins. The average respnse wh agree staff deal with cncerns prmptly did nt differ significantly between 2012/2013 [99.1% (n = 109)] and 2010/2011 [96.1% (n = 154)); see Figure 31]. Figure 31: Percentage f Respndents Wh Agree Overall Staff Deal with Their Cncerns Prmptly (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

59 PDD Family/Guardian Satisfactin Survey 2012/ Cmmunity-based agencies. The average respnse wh agree verall staff infrm them abut ther resurces did nt differ significantly between 2012/2013 [82.5% (n = 1312)] and 2010/2011 [83.5% (n = 1673); see Figure 32]. Direct peratins. The average respnse wh agree verall staff infrm them abut ther resurces did nt differ significantly between 2012/2013 [95.1% (n = 103)] and 2010/2011 [93.9% (n = 147); see Figure 32]. Figure 32: Percentage f Respndents Wh Agree Overall Staff Infrm Them Abut Other Resurces (by Year) Open-Ended Respnses A ttal f 404 pen-ended respnse cdes were identified n satisfactin with service prvider staff 9 representing apprximately 24% f all surveys. There were 85.4% f respndents wh cmmented n cnsumer s supprts and 14.6% were classified as ther (cmments that expressed n satisfactin r dissatisfactin; were statements abut facts abut services; abut the survey; unrelated t the survey sectin; r were illegible; see Table 10). Cnsumer s supprts: 48.0% f respndents cmmented n the supprt envirnment: 36.6% expressed dissatisfactin in their cmments (i.e., high turnver amng staff resulting in negative experiences; mre accuntability required by services; services nt meeting cnsumer s needs; infrmatin needs t be mre accessible; bureaucracy getting in the way f meeting cnsumer s needs; nt receiving services) and 11.4% expressed satisfactin (i.e., services have been cnsistent and meet cnsumer expectatins/needs). 35.4% cmmented n supprt staff: 20.0% f respndents expressed satisfactin in their cmments (i.e., service staff are helpful and meet the needs f the cnsumer and/r guardian) and 15.3% expressed dissatisfactin (i.e., better cmmunicatin between guardians and staff; staff nt meeting cnsumer needs; negative attitude tward guardian). 1.5% f respndents expressed dissatisfactin with chice f services in their cmments (i.e. lack f chice in services). 9 Nt all respnses were regarding service prvider staff but may als refer t PDD staff, as there is nt a distinctin between PDD staff and service staff fr the direct peratins surveys, and sme respndents fr the cmmunity-based agency surveys did nt make the distinctin between service staff and PDD staff HUMAN SERVICES Persns with Develpmental Disabilities Prgram

60 PDD Family/Guardian Satisfactin Survey 2012/ % f respndents expressed dissatisfactin with financing in their cmments (i.e., mre funding needed t meet cnsumer needs). Table 10: Respnses by Categry fr Service Prvider Staff (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS: RELATED TO ANY SERVICES A CONSUMER IS RECEIVING TO MAINTAIN OR IMPROVE THEIR QUALITY OF LIFE Envirnment: external cnditins that are affecting the cnsumer regarding supprts Satisfied Services have been cnsistent and meet cnsumer expectatins/needs Dissatisfied High turnver amng staff resulting in negative experiences fr cnsumer (e.g., shrtages, fatigue, lack f cnsistency, mre pay and benefits needed) Services nt meeting cnsumer/guardian needs Mre accuntability required by services (e.g. frmal evaluatins and cmplaint prcedures) Infrmatin needs t be mre accessible (e.g., PDD decisin making prcesses, service prvider ptins) Bureaucracy getting in the way f meeting cnsumer needs Nt receiving services frm service prvider fr varius reasns (e.g., refused service) 2. Financing: issues surrunding the funding that is prvided fr supprting cnsumers Dissatisfied Mre funding needed t meet cnsumer needs Chice: the availability f different ptins fr services and/r supprts Dissatisfied Lack f chice in services (e.g., rural areas, specialized needs, prgrams full) Staff: issues surrunding wrkers prviding supprt t cnsumers Satisfied Service staff are helpful and meet needs f the cnsumer/guardian Dissatisfied Better cmmunicatin between guardians and staff (e.g. ESL sensitivity, mre frequent cmmunicatin, phne calls returned, guardian input in disciplinary actin) Staff nt meeting cnsumer needs (e.g., inexperienced, pr language skills, nt enugh supprt prvided, tardiness, lack f training, etc.) Negative attitudes frm service staff tward guardian B. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE, UNRELATED TO THE SURVEY SECTION, COMMENTS ABOUT SURVEY, ETC.) C. TOTAL HUMAN SERVICES Persns with Develpmental Disabilities Prgram

61 PDD Family/Guardian Satisfactin Survey 2012/ PDD Staff The average respnse wh agree they knw hw t cntact PDD staff did nt differ significantly between 2012/2013 (96.5%) and 2010/2011 (95.2%; see Figure 33). Figure 33: Percentage f Respndents Wh Agree They Knw Hw t Cntact PDD Staff (by Year) The average respnse wh agree verall PDD staff care abut what they say was significantly higher in 2012/2013 (92.5%) than in 2010/2011 (89.0%; see Figure 34). Figure 34: Percentage f Respndents Wh Agree Overall PDD Staff Care Abut What They Say (by Year) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

62 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree verall PDD staff d what they say they will d was significantly higher in 2012/2013 (92.4%) than in 2010/2011 (89.3%; see Figure 35). Figure 35: Percentage f Respndents Wh Agree Overall PDD Staff D What They Say They Will D (by Year) * The average respnse wh agree verall PDD staff deal with their cncerns prmptly was significantly higher in 2012/2013 (88.8%) than in 2010/2011 (83.0%; see Figure 36). Figure 36: Percentage f Respndents Wh Agree Overall PDD Staff Deal with Their Cncerns Prmptly (by Year) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

63 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree verall PDD staff are helpful in prblem slving was significantly higher in 2012/2013 (88.5%) than in 2010/2011 (83.2%; see Figure 37). Figure 37: Percentage f Respndents Wh Agree Overall PDD Staff are Helpful in Prblem Slving (by Year) * The average respnse wh agree verall PDD staff tell them abut ther resurces if required was significantly higher in 2012/2013 (85.8%) and 2010/2011 (81.2%; see Figure 38). Figure 38: Percentage f Respndents Wh Agree Overall PDD Staff Prvide Infrmatin Abut Other Resurces (by Year) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

64 PDD Family/Guardian Satisfactin Survey 2012/ The average respnse wh agree they knw what t d if nt satisfied with a PDD decisin did nt differ significantly between 2012/2013 (78.5%) and 2010/2011 (77.4%; see Figure 39). Figure 39: Percentage f Respndents Wh Agree They Knw What t D if Nt Satisfied with a PDD Decisin (by Year) The average respnse wh agree they are satisfied with the prcess used t reslve issues arund a PDD decisin was significantly higher in 2012/2013 (82.5%) and 2010/2011 (77.8%; see Figure 40). Figure 40: Percentage f Respndents Wh Agree They are Satisfied with the Prcess Used t Reslve Issues Arund a PDD Decisin (by Year) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

65 PDD Family/Guardian Satisfactin Survey 2012/ Open-Ended Respnses A ttal f 437 pen-ended respnse cdes were identified n satisfactin with PDD staff 10 representing apprximately 26%. There were 77.8% wh respnded n the cnsumer s supprts and 22.2% were classified as ther (cmments that expressed n satisfactin r dissatisfactin; were statements abut the survey; unrelated t the survey sectin; r were illegible; see Table 11). Cnsumer s supprts: 75.7% f the respndents cmmented n the supprt envirnment: 44.4% expressed dissatisfactin in their cmments (i.e., need mre cmmunicatin/cntact; needs f guardian nt met; staff turnver/burnut; needs f cnsumers nt being met; need mre accessible infrmatin; lack f accuntability; t much bureaucracy leads t inflexibility; lack f available services leads t inflexibility; lack f staff knwledge/training) and 31.4% expressed satisfactin (i.e., staff are helpful and dealt with issues; n difficulties experienced; satisfied with services accessed). 2.1% f respndents expressed dissatisfactin with financing in their cmments (i.e., need additinal funding t supprt cnsumer needs and services; funding needs t be applied t the cnsumer). Table 11: Respnses by Categry fr PDD Staff (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS: RELATED TO ANY PDD SERVICES A CONSUMER IS RECEIVING TO MAINTAIN OR IMPROVE THEIR QUALITY OF LIFE Envirnment: external cnditins that are affecting the cnsumer regarding PDD supprts Satisfied Helpful and dealt with issues N difficulties experienced Satisfied with services accessed Dissatisfied Need mre cmmunicatin/cntact (e.g., lack f staff fr number f cnsumers) Needs f guardian nt met Staffing (wrker turnver, burnut) Needs f cnsumers nt met (inapprpriate decisins, lack f fllw thrugh/initiative, few resurces fr adults) Need mre accessible infrmatin Lack f accuntability (e.g., justificatin, mnitring f service prviders, evaluatin f case wrkers, appeal prcesses) T much bureaucracy leading t inflexibility Need t have mre fcus n rural areas Lack f available services leads t inflexibility Lack f staff knwledge/training Nt all respnses were regarding PDD staff but may als refer t service prvider staff, as sme respndents did nt make the distinctin between service staff and PDD staff HUMAN SERVICES Persns with Develpmental Disabilities Prgram

66 PDD Family/Guardian Satisfactin Survey 2012/ Financing: issues surrunding the funding that is prvided fr supprting cnsumers Dissatisfied Need additinal funding t supprt cnsumer needs and services (e.g., transprtatin, staffing) Funding needs t be applied t the cnsumer, nt the service prvider B. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE, UNRELATED TO CODES OR TO SURVEY SECTION, COMMENTS ABOUT SURVEY, ETC.) C. TOTAL Infrmatin n PDD Cmmunity (Reginal) Bards PDD Cmmunity (Reginal) Bards The average respnse aware f the PDD Cmmunity Bards was significantly lwer in 2012/2013 (62.5%) than in 2010/2011 (68.9%; see Figure 41). Figure 41: Percentage f Respndents Aware f Their PDD Cmmunity Bard (by Year) * a Nte that in 2004/2005 the respnse chices prvided were in an agreement scale, whereas fr 2006/2007, 2008/2009, 2010/2011, and 2012/2013 the respnse chices were yes/n HUMAN SERVICES Persns with Develpmental Disabilities Prgram

67 PDD Family/Guardian Satisfactin Survey 2012/ Fr thse wh respnded yes t questin 41(31), the average respnse wh knw sme PDD Cmmunity Bard members did nt differ significantly between 2012/2013 (50.3%) and 2010/2011 (51.2%; see Figure 42). Figure 42: Percentage f Respndents Wh Knw Sme PDD Cmmunity Bard Members (by Year) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

68 PDD Family/Guardian Satisfactin Survey 2012/ Fr thse wh respnded yes t questin 41(31), the percentage f respndents wh cntacted PDD ranged frm 27.5% by t 76.6% by newsletters (nte that respnses fr newsletters are fr the Central and Edmntn regins nly; see Figure 43 fr respnses fr all cntact methds). Figure 43: Percentage f Respndents Wh Have had Cntact with PDD Cmmunity Bard Members Using Varius Methds f Cntact (by Year) 43(33) I have had cntact with my PDD Cmmunity Bard members by means f: 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

69 PDD Family/Guardian Satisfactin Survey 2012/ Fr thse wh respnded yes t questin 41(31), the average respnse wh agree they are satisfied with the rle f the PDD Cmmunity Bard was significantly higher in 2012/2013 (89.2%) and 2010/2011 (85.1%; see Figure 44). Figure 44: Percentage f Respndents Wh Agree They are Satisfied with the Rle f the PDD Cmmunity Bard (by Year) * Fr thse wh respnded yes t questin 41(31), the average respnse wh were satisfied with the directin f the PDD Cmmunity Bard was significantly higher in 2012/2013 (89.2%) than in 2010/2011 (82.2%; see Figure 45). Figure 45: Percentage f Respndents Wh Agree They are Satisfied with the Directin f the PDD Cmmunity Bard (by Year) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

70 PDD Family/Guardian Satisfactin Survey 2012/ Fr thse wh respnded yes t questin 41(31), the average respnse wh agree they have had enugh pprtunity fr input t the PDD Cmmunity Bard was significantly higher in 2012/2013 (81.2%) and 2010/2011 (78.4%; see Figure 46). Figure 46: Percentage f Respndents Wh Agree They Have had Enugh Opprtunity fr Input t the PDD Cmmunity Bard (by Year) * Fr thse wh respnded yes t questin 41(31), the average respnse wh agree the PDD Cmmunity Bard takes their input int accunt in their decisins was significantly higher in 2012/2013 (82.4%) and 2010/2011 (76.5%; see Figure 47). Figure 47: Percentage f Respndents Wh Agree the PDD Cmmunity Bard Takes Their Input int Accunt When Making Decisins (by Year) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

71 PDD Family/Guardian Satisfactin Survey 2012/ Open-Ended Respnses A ttal f 243 pen-ended respnse cdes were identified n satisfactin with the PDD Cmmunity Bards representing apprximately 14% f all surveys. There were 72.8% f respndents wh cmmented n cnsumer s supprts and 27.2% were classified as ther (cmments that expressed n satisfactin r dissatisfactin; were statements abut the survey; unrelated t the survey sectin; r were illegible; see Table 12). Cnsumer supprts: 49.8% f respndents cmmented n the supprt envirnment: 30.9% expressed dissatisfactin in their cmments (i.e., nt meeting the needs f individuals; lack f cmmunicatin; pinins f guardians nt cnsidered; lack f accuntability; decisin abut cnsumers shuld nt be universal; PDD t bureaucratic; lack f staff knwledge/training) and 18.9% expressed satisfactin (i.e., cmmunity bard meeting expectatins; services prvided meeting needs; guardian input is valued). 13.6% f respndents cmmented n the availability f infrmatin: 11.5% expressed dissatisfactin in their cmments (i.e., nt enugh infrmatin is available abut PDD r services; meetings nt cnvenient/accessible) and 2.1% expressed satisfactin (i.e., enugh infrmatin abut PDD is available and accessible). 6.2% f respndents expressed dissatisfactin with financing in their cmments (i.e., increased funding fr administratin/staffing; funding nt meeting cnsumer needs which creates lng wait lists fr services; shuld nt have bards as they take t much mney fr administratin and nt enugh is left fr frntline wages). 3.3% f respndents were dissatisfied with the Alberta Prvincial Gvernment (i.e., PDD needs mre leeway frm the gvernment in setting agenda; bards shuld be mre active in lbbying gvernment t address cncerns). Table 12: Respnses by Categry fr PDD Cmmunity Bards (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS: RELATED TO ANY SERVICES A CONSUMER IS RECEIVING TO MAINTAIN OR IMPROVE THEIR QUALITY OF LIFE Envirnment: external cnditins that are affecting the cnsumer regarding supprts and the invlvement f the PDD Cmmunity Bard Satisfied Cmmunity Bard meeting expectatins Services prvided meeting needs Guardian input is valued Dissatisfied Nt meeting the needs f individuals (slw t respnd, remved frm cnsumer cncerns, PDD nt meeting mandate) Lack f cmmunicatin Opinins expressed by guardians nt cnsidered/lack f input Lack f accuntability (mnitring service prviders, justificatin f decisins) Lack f standardizatin acrss regins Decisins abut cnsumers shuld nt be universal/need t cnsider the individual PDD t bureaucratic/inefficient Lack f staff knwledge/training HUMAN SERVICES Persns with Develpmental Disabilities Prgram

72 PDD Family/Guardian Satisfactin Survey 2012/ Respnse Categry Respnse Number Respnse Percentage 2. Financing: issues surrunding the funding that is prvided fr supprting cnsumers Dissatisfied Funding nt meeting cnsumer needs; creates lng waiting lists fr services Increased funding fr administratin/staffing (wages) Shuld nt have bards; takes t much mney fr administratin and desn t leave enugh fr frntline wages 3. Infrmatin: knwledge abut the PDD services and/r supprts available t cnsumers Satisfied Enugh infrmatin abut PDD is available and accessible Dissatisfied Nt enugh infrmatin is available abut PDD r services Meetings nt cnvenient/accessible (e.g., during the wrk day when guardians are wrking, shrt ntice, guardians nt infrmed f meetings) 4. Alberta Prvincial Gvernment: issues surrunding the Alberta Prvincial Gvernment Dissatisfied Bards shuld be mre active in lbbying gvernment t address cncerns (funding, staffing) PDD needs mre leeway frm the gvernment in setting agenda B. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE, UNRELATED TO SURVEY SECTION, COMMENTS ABOUT SURVEY, ETC.) C. TOTAL Further Cmments A ttal f 695 pen-ended respnse cdes were identified that were imprtant t the respndents and/r were respnses that they may nt have had the chance t verbalize in the previus sectins, representing apprximately 41% f all surveys. There were 65.6% f respndents wh cmmented n cnsumer s supprts, 10.8% expressed their gratitude fr the funding and services available, 6.3% n infrmatin, 1.7% n chice, 1.6% n cmmunity inclusin, 1.4% n transprtatin, 1.4% expressed cncern fr the future (i.e., wrried abut lss f supprts, services, aging, and/r living accmmdatins fr the cnsumer), and 11.1% were classified as ther (cmments that expressed n satisfactin r dissatisfactin; were statements abut the survey; unrelated t the survey sectin; r were illegible; see Table 13). Cnsumer supprts: 57.8% f respndents cmmented n the supprt envirnment. 19.4% f respndents cmmented n PDD and PDD staff: 11.4% expressed dissatisfactin in their cmments (i.e., PDD nt meeting cnsumer needs; PDD t bureaucratic; need mre supprt when needs are high; services in rural areas need imprvement; respite care; mre crdinatin with service prviders; mre independence fr service prviders; PDD needs mre accuntability; PDD needs t mnitr service prviders better) and 8.1% expressed satisfactin (i.e., with PDD staff; PDD shwing imprvement) HUMAN SERVICES Persns with Develpmental Disabilities Prgram

73 PDD Family/Guardian Satisfactin Survey 2012/ In additin: 38.4% f respndents cmmented n service prviders and supprt staff: 25.0% f respndents expressed dissatisfactin in their cmments (i.e., staffing issues; services nt meeting cnsumer needs; nt maintaining apprpriate services/living cnditins; services nt meeting needs f guardian; the need t cnsider the individuals; lack f cmmunicatin; increased emplyment supprt needed; unable/difficult t access services) and 13.4% expressed satisfactin (i.e., with services/staff; living cnditins; service prvider shwing imprvement; cnsumer experiencing increased quality f life). 7.8% f respndents cmmented n financing: 6.2% expressed dissatisfactin in their cmments (i.e., inadequate funding negatively affecting services; funding fr family/caregiver supprt desired; discrepancies in funding standards need t be addressed; inadequate funding reduced cnsumer s cmmunity invlvement; increased funding fr respite/supprtive rmmates; financial crisis planning needed) and 1.6% expressed satisfactin (i.e., happy with funding prvided). 6.3% f respndents cmmented n the availability f infrmatin: 5.8% expressed dissatisfactin in their cmments (i.e., PDD needs t cmmunicate with guardians mre and at mre cnvenient times; mre infrmatin is needed t help parents/guardians/cnsumers in chsing apprpriate services; needs t be mre cmmunicatin between PDD bards and the PDD bards and agencies) and 0.6% expressed satisfactin (i.e., infrmatin prvided by PDD is helpful). 1.7% f respndents expressed dissatisfactin with the availability f chice in their cmments (i.e., limited agencies and service/prgram ptins). 1.6% f respndents cmmented n cmmunity inclusin: 1.4% expressed dissatisfactin in their cmments (i.e., cmmunity needs t be mre invlved; need mre accessible cmmunities; increased cmmunity awareness/educatin) and 0.1% expressed satisfactin (i.e., cnsumer happy and active in the cmmunity). 1.4% f respndents expressed dissatisfactin with transprtatin in their cmments (i.e., mre funding needed fr transprtatin csts; nt enugh service available; transprtatin is t expensive; increased supprt needed fr transprtatin). Table 13: Respnses by Categry fr Further Cmments (2012/2013) Respnse Categry Respnse Number Respnse Percentage A. SUPPORTS (PDD AND SERVICE PROVIDERS): RELATED TO ANY SERVICES A CONSUMER IS RECEIVING THROUGH PDD OR AN AGENCY TO MAINTAIN OR IMPROVE THEIR QUALITY OF LIFE. 1. Envirnment: external cnditins that are affecting the cnsumer regarding services and/r supprts i. PDD: issues surrunding the PDD and PDD staff in the supprt envirnment Satisfied PDD staff PDD is imprving HUMAN SERVICES Persns with Develpmental Disabilities Prgram

74 PDD Family/Guardian Satisfactin Survey 2012/ Respnse Categry Respnse Number Respnse Percentage Dissatisfied PDD nt meeting the needs f the cnsumer PDD is t bureaucratic and nt meeting cnsumer needs (lack f cmmunicatin) PDD needs t prvide mre supprt when needs are high (in crisis) Services in rural areas need t be examined and imprved PDD shuld have mre cntact with the gvernment (lbbying, input fr AISH) Increase quality and availability f respite services Mre assistance fr FMS Need mre cnsistency in services and acrss agencies Mre crdinatin needed between agencies and between agencies and PDD Mre independence fr service prviders (e.g., finding cnsumers, wrk, etc.) Lack f resurces/services fr yuth transitin PDD needs t be mre accuntable PDD needs t better mnitr service prviders ii. Staff and agency: issues surrunding the wrkers prviding supprt t cnsumers Satisfied Services/staff supprt Living cnditins (e.g., built envirnment, quality f life, pprtunities prvided) Service prvider imprving Cnsumer experiencing increased quality f life Dissatisfied Need mre qualified staff; retentin f staff; turnver hurts cnsumers; fair wages Services nt meeting cnsumer needs/need mre accuntability (e.g., lng wait lists, ensure cnsumer safety, lack f apprpriate activities) Service prvider/staff nt maintaining apprpriate services and/r living cnditins Services nt meeting needs f guardian (e.g., input, supprt, accuntability fr services prvided) Need t cnsider the individual Lack f cmmunicatin between staff and guardian (e.g., language barriers) Increase emplyment supprt needed Unable/difficult t access services (e.g., cmplex needs) Financing: issues surrunding the funding that is prvided fr supprting cnsumers Satisfied Happy with funding prvided HUMAN SERVICES Persns with Develpmental Disabilities Prgram

75 PDD Family/Guardian Satisfactin Survey 2012/ Respnse Categry Respnse Number Respnse Percentage Dissatisfied Inadequate funding is negatively affecting services (e.g., service shrtages, pr wages, reduced cmmunity invlvement) Discrepancies in funding standards need t be addressed Funding fr family/caregiver supprt desired (e.g., Family Managed Supprts (FMS), paying a family member) Increase funding fr respite/supprtive rmmates Financial crisis planning needed B. INFORMATION: KNOWLEDGE ABOUT THE SUPPORTS AND/OR SERVICES AVAILABLE TO THE CONSUMER Satisfied Infrmatin prvided by PDD is helpful Dissatisfied PDD needs t cmmunicate with guardians/cnsumers mre (e.g., mre cnvenient meeting times, mre accessible infrmatin) Mre infrmatin is needed t help guardians/parents/cnsumers thrugh the prcess and in chsing apprpriate services C. CHOICE: THE AVAILABILITY OF DIFFERENT OPTIONS FOR SERVICES AND/OR SUPPORTS Dissatisfied Limited agencies and service/prgram ptins (e.g., senirs) D. CONCERN FOR THE FUTURE: WORRY ABOUT POTENTIAL LOSS OF SUPPORTS, SERVICES, AND/OR LIVING ACCOMMODATIONS FOR THE CONSUMER E. TRANSPORTATION: ISSUES REGARDING GETTING TO AND FROM SERVICES, EVENTS, ETC Dissatisfied Nt enugh service available/issues with service Mre funding needed fr transprtatin csts Transprtatin t expensive Increased supprt needed fr transprtatin F. COMMUNITY INCLUSION: CONSUMERS EXPERIENCES IN THE COMMUNITY; FEELING A SENSE OF BELONGING TO A SOCIAL GROUP OR LOCATION Satisfied Cnsumer happy and active in the cmmunity Dissatisfied Cmmunity needs t be mre invlved (increased emplyment pprtunities, activities, medical services, etc.) Need mre accessible cmmunities Increased cmmunity awareness/educatin G. THANK YOU (FUNDING/SERVICE) H. OTHER (NO SATISFACTION/DISSATISFACTION INDICATED, STATEMENTS ILLEGIBLE OR COMMENTS ABOUT SURVEY, ETC.) I. TOTAL HUMAN SERVICES Persns with Develpmental Disabilities Prgram

76 PDD Family/Guardian Satisfactin Survey 2012/ REGIONAL COMPARISONS This sectin reprts the demgraphics and satisfactin results brken dwn by regin fr 2012/ Fr cmparisns between the prvincial results and the reginal results nly valid data were included (i.e., dn t knw, des nt apply, and missing answers were mitted frm the analysis). Differences between the prvincial results and the reginal results were examined using ne sample t- tests t determine statistical significance. Only significant differences are reprted 12. In additin t differences acrss regins, reginal satisfactin averages are prvided fr each sectin. T btain reginal satisfactin averages fr each sectin, the satisfactin percentage fr each questin in the sectin (mitting any yes/n respnse questins) was added tgether and divided by the number f questins. 6.1 Demgraphics Acrss regins, the majrity f surveys were cmpleted by family members/private guardians, ranging frm 91.3% in the Nrtheast regin t 96.6% in the Central and Calgary regins (see Table 14 fr a summary f the respndents fr each regin). Table 14: Identity f Respndents by Regin Identity f Respndent Family member / private guardian NW NE Edm Cnt Cal Sth Alberta n % n % n % n % n % n % n % Public guardian Other a Valid Ttal Missing Ttal A Nte that fr the ther categry, respndents prvided categries f trustee, caregiver, mnitr, self-guardian, and supprtive rmmate. In the 2010/2011 results, hwever, the decisin was made by PDD prgram t eliminate respnses frm self-guardians and supprtive rmmates. 11 Reginal results in this reprt are presented fr the cmmunity-based and direct peratins agencies tgether, unless therwise nted. In the reginal reprts, the results fr the cmmunity-based and direct peratins agencies are presented separately fr thse regins with direct peratins agencies. 12 Nte that significant differences d nt always relate t the largest difference between the reginal result and the prvincial result. Sample size plays a rle in determining significance, such that a larger sample size can detect smaller differences between the reginal and prvincial results than a smaller sample size HUMAN SERVICES Persns with Develpmental Disabilities Prgram

77 PDD Family/Guardian Satisfactin Survey 2012/ Fr all regins (see Table 15 fr a summary f the demgraphics f cnsumers by regin) except the Central regin, the majrity f cnsumers were between 26 and 45 years f age [ranging frm 43.5% in the Suth regin t 50.0% in the Nrthwest regin; Central regin: 46 t 65 years (38.2%)]. As well, a majrity f the cnsumers have been receiving services fr mre than 10 years, ranging frm 53.3% in the Calgary regin t 70.7% in the Central regin. Table 15: Demgraphics f Cnsumers Receiving Services by Regin Type f Service NW NE Edm Cnt Cal Sth Alberta n % n % n % n % n % n % n % Cmmunitybased Direct peratins Ttal Age 18 t 25 years t 45 years t 65 years years r ver Valid Ttal Missing Ttal Length f time receiving services Less than 2 years years years Mre than 10 years Valid Ttal Missing Ttal HUMAN SERVICES Persns with Develpmental Disabilities Prgram

78 PDD Family/Guardian Satisfactin Survey 2012/ Cmmunity Invlvement Wrking in the Cmmunity The percentage f cnsumers wrking at a jb that pays minimum wage r better ranged frm 23.6% in the Suth regin t 38.9% in the Nrtheast regin (see Figure 48). All cmparisns were nnsignificant. Figure 48: Percentage f Cnsumers with a Jb Paying Minimum Wage r Better (by Regin) The verall Alberta respnse bars have been shaded a darker clur than the reginal respnse bars fr all figures fr easier cmparisn HUMAN SERVICES Persns with Develpmental Disabilities Prgram

79 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree the persn is wrking as much as they want ranged frm 69.7% in the Calgary regin t 83.1% in the Nrtheast regin (see Figure 49). The Nrtheast, Central, and Suth regins had a significantly higher average respnse wh agree the persn is wrking as much as they want cmpared t the prvincial results. Additinally, the Calgary regin had a significantly lwer average respnse wh agree the persn is wrking as much as they want cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 49: Percentage f Respndents Wh Agree the Persn is Wrking as Much as They Want (by Regin) * * * * The reginal satisfactin average fr wrking in the cmmunity [excluding questin 1(1)] ranged frm 69.7% in the Calgary regin t 83.1% in the Nrtheast regin (see Figure 50). Figure 50: Reginal Satisfactin Average fr Wrking in the Cmmunity 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

80 PDD Family/Guardian Satisfactin Survey 2012/ Participating in Cmmunity Activities The percentage f cnsumers vlunteering in the cmmunity ranged frm 55.2% in the Edmntn regin t 67.1% in the Nrtheast regin (see Figure 51). All cmparisns were nnsignificant. Figure 51: Percentage f Cnsumers Wh Vlunteer in Their Cmmunity (by Regin) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

81 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree the persn has relatinships in the cmmunity with peple ther than paid staff ranged frm 78.5% in the Calgary regin t 93.2% in the Nrthwest and Nrtheast regins (see Figure 52). The Nrthwest, Nrtheast, and Suth regins had a significantly higher average respnse wh agree the persn has relatinships in the cmmunity with peple ther than paid staff cmpared t the prvincial results. Additinally, the Calgary regin had a significantly lwer average respnse wh agree the persn has relatinships in the cmmunity with peple ther than paid staff cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 52: Percentage f Respndents Wh Agree the Persn has Relatinships in the Cmmunity with Peple Other Than Paid Staff (by Regin) * * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

82 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree the persn participates in the cmmunity as much as they want ranged frm 81.1% in the Calgary regin t 91.7% in the Central regin (see Figure 53). The Nrthwest and Central regins had a significantly higher average respnse wh agree the persn participated in the cmmunity as much as they want cmpared the prvincial results. Additinally, the Calgary regin had a significantly lwer average respnse wh agree the persn participated in the cmmunity as much as they want cmpared t the prvincial results. All ther cmparisns are nnsignificant. Figure 53: Percentage f Respndents Wh Agree the Persn Participates in Cmmunity Activities as Much as They Want (by Regin) * * * The reginal satisfactin average fr participating in cmmunity activities [excluding questin 3(3)] ranged frm 79.8% in the Calgary regin t 91.2% in the Nrthwest regin (see Figure 54). Figure 54: Reginal Satisfactin Average fr Participating in Cmmunity Activities 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

83 PDD Family/Guardian Satisfactin Survey 2012/ Living in the Cmmunity The percentage f cnsumers wh wn their wn hme ranged frm 3.3% in the Edmntn regin t 5.6% in the Central regin (see Figure 55). All cmparisns were nnsignificant. Figure 55: Percentage f Cnsumers Wh Own Their Own Place (by Regin) The percentage f cnsumers living where they want t live ranged frm 89.1% in the Edmntn regin t 93.9% in the Central and Suth regins (see Figure 55). All cmparisns were nnsignificant. Figure 56: Percentage f Respndents Wh Agree the Persn is Living Where They Want t Live (by Regin) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

84 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree the persn is living with wh they want ranged frm 87.4% in the Edmntn regin t 94.0% in the Central regin (see Figure 57). All cmparisns were nnsignificant. Figure 57: Percentage f Respndents Wh Agree the Persn is Living With Wh They Want (by Regin) The reginal satisfactin average fr living in the cmmunity (excluding questin 6) ranged frm 88.3% in the Edmntn regin t 94.0% in the Central regin (see Figure 58). Figure 58: Reginal Satisfactin Average fr Living in the Cmmunity 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

85 PDD Family/Guardian Satisfactin Survey 2012/ Agency Services and Staff Getting Services The percentage f respndents wh agree it is easy t get services ranged frm 67.5% in the Edmntn regin t 89.0% in the Suth regin (see Figure 59). The Central and Suth regins had a significantly higher average respnse wh agree it is easy t get services cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree it is easy t get services cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 59: Percentage f Respndents Wh Agree it is Easy t Get Services (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

86 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree services are prvided quickly when needed ranged frm 68.7% in the Edmntn regin t 87.1% in the Suth regin (see Figure 60). The Central and Suth regins had a significantly higher average respnse wh agree services are prvided quickly when needed cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree services are prvided quickly when needed cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 60: Percentage f Respndents Wh Agree Services are Prvided Quickly When Needed (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

87 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree services meet the persn s needs ranged frm 78.9% in the Edmntn regin t 88.9% in the Suth regin (see Figure 61). The Central and Suth regins had a significantly higher average respnse wh agree services meet the persn s needs cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree services meet the persn s needs cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 61: Percentage f Respndents Wh Agree Services Meet the Persn s Needs (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

88 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree services can be changed when necessary ranged frm 63.1% in the Edmntn regin t 85.7% in the Suth regin (see Figure 62). The Central and Suth regins had a significantly higher average respnse wh agree services can be changed when necessary cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree services can be changed when necessary cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 62: Percentage f Respndents Wh Agree Services Can Be Changed When Necessary (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

89 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree respite services are available when needed ranged frm 59.6% in the Edmntn regin t 81.4% in the Suth regin (see Figure 63). The Suth regin had a significantly higher average respnse wh agree respite services are available when needed cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree respite services are available when needed cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 63: Percentage f Respndents Wh Agree Respite Services are Available When Needed (by Regin) * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

90 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree there is a chice f service prviders ranged frm 54.9% in the Nrthwest regin t 77.1% in the Central regin (see Figure 64). The Central and Suth regins had a significantly higher average respnse wh agree there is a chice f service prviders cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree there is a chice f service prviders cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 64: Percentage f Respndents Wh Agree There is a Chice f Service Prviders (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

91 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree it is easy t change service prviders ranged frm 34.4% in the Edmntn regin t 54.2% in the Suth regin (see Figure 65). The Central and Suth regins had a significantly higher average respnse wh agree it is easy t change service prviders cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree it is easy t change service prviders cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 65: Percentage f Respndents Wh Agree it is Easy t Change Service Prviders (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

92 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree transprtatin t and frm services is gd ranged frm 73.0% in the Edmntn regin t 86.3% in the Suth regin (see Figure 66). The Central and Suth regins had a significantly higher average respnse wh agree transprtatin t and frm services is gd cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree transprtatin t and frm services is gd cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 66: Percentage f Respndents Wh Agree Transprtatin T and Frm Services is Gd (by Regin) * * * The reginal satisfactin average fr getting services ranged frm 62.6 in the Edmntn regin t 81.1% in the Suth regin (see Figure 67). Figure 67: Reginal Satisfactin Average fr Getting Services 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

93 PDD Family/Guardian Satisfactin Survey 2012/ Infrmatin t Plan and Review Services The percentage f respndents wh agree it is easy t get infrmatin n services ranged frm 72.6% in the Edmntn regin t 87.8% in the Central regin (see Figure 68). The Central and Suth regins had a significantly higher average respnse wh agree it is easy t get infrmatin n services cmpared t the prvincial results. In additin, the Edmntn regin had a significantly lwer average respnse wh agree it is easy t get infrmatin n services cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 68: Percentage f Respndents Wh Agree it is Easy t Get Infrmatin n Services (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

94 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree infrmatin received n services is helpful ranged frm 82.7% in the Edmntn regin t 93.1% in the Suth regin (see Figure 69). The Nrthwest, Central, and Suth regins had a significantly higher average respnse wh agree infrmatin received n services is helpful cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree infrmatin received n services is helpful cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 69: Percentage f Respndents Wh Agree Infrmatin Received n Services is Helpful (by Regin) * * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

95 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree they are satisfied with infrmatin n new initiatives ranged frm 76.8% in the Edmntn regin t 85.6% in the Suth regin (see Figure 70). The Central regin had a significantly higher average respnse wh agree they are satisfied with infrmatin n new initiatives cmpared t the prvincial results. The Edmntn regin had a significantly lwer average respnse wh agree they are satisfied with infrmatin n new initiatives cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 70: Percentage f Respndents Wh Agree They are Satisfied with Infrmatin n New Initiatives (by Regin) * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

96 PDD Family/Guardian Satisfactin Survey 2012/ Nte: As in the Prvincial sectin, questin 20(18) was split int thse respnses frm the cmmunitybased services and thse frm direct peratins services. Cmmunity-based services. The percentage f respndents wh agree the agency prvides pprtunities fr input regarding new initiatives ranged frm 77.9% in the Edmntn regin t 87.4% in the Suth regin (see Figure 71, tp panel). The Suth regin had a significantly higher average respnse wh agree the agency prvides pprtunities fr input regarding new initiatives cmpared t the prvincial results. The Edmntn regin had a significantly lwer average respnse wh agree the agency prvides pprtunities fr input regarding new initiatives cmpared t the prvincial results. All ther cmparisns were nnsignificant. Direct peratins services. The percentage f respndents wh agree the agency prvides pprtunities fr input regarding new initiatives ranged frm 88.9% in the Suth regin t 100% in the Calgary regin (see Figure 71, bttm panel). All cmparisns were nnsignificant. Figure 71: Percentage f Respndents Wh Agree the Agency Prvides Opprtunities fr Input Regarding New Initiatives (by Regin) * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

97 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree they are invlved in planning services as much as they want t be ranged frm 82.9% in the Nrthwest regin t 91.8% in the Suth regin (see Figure 72). The Suth regin had a significantly higher average respnse wh agree they are invlved in planning services as much as they want t be cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree they are invlved in planning services as much as they want t be cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 72: Percentage f Respndents Wh Agree They are Invlved in Planning Services as Much as They Want t Be (by Regin) * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

98 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree they are invlved in reviewing services ranged frm 85.7% in the Nrthwest regin t 93.3% in the Suth regin (see Figure 73). The Central and Suth regins had a significantly higher average respnse wh agree they are invlved in reviewing services cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree they are invlved in reviewing services cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 73: Percentage f Respndents Wh Agree They are Invlved in Reviewing Services (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

99 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree planning and service reviews are scheduled when they can attend ranged frm 87.5% in the Nrthwest regin t 94.1% in the Nrtheast and Central regins (see Figure 74). The Central regin had a significantly higher average respnse wh agree planning and service reviews are scheduled when they can attend cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 74: Percentage f Respndents Wh Agree Planning and Service Reviews are Scheduled When They Can Attend (by Regin) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

100 PDD Family/Guardian Satisfactin Survey 2012/ The reginal satisfactin average fr infrmatin t plan and review services ranged frm: 81.9% in the Edmntn regin t 89.9% in the Suth regin fr the cmmunity-based services (see Figure 75, tp panel). 85.1% in the Calgary regin t 89.4% in the Suth regin fr the direct peratins services (see Figure 75, bttm panel). Figure 75: Reginal Satisfactin Average fr Infrmatin t Plan and Review Services 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

101 PDD Family/Guardian Satisfactin Survey 2012/ Overall Satisfactin with Services The percentage f respndents wh agree they are satisfied verall that services prvided enhance the persn s quality f life ranged frm 85.9% in the Edmntn regin t 94.6% in the Suth regin (see Figure 76). The Central and Suth regins had a significantly higher average respnse wh agree they are satisfied verall that services prvided enhance the persn s quality f life cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree they are satisfied verall that services prvided enhance the persn s quality f life cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 76: Percentage f Respndents Wh Agree They are Satisfied Overall That Services Prvided Enhance the Persn s Quality f Life (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

102 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree they are satisfied verall that services help the persn t be a part f the cmmunity ranged frm 81.6% in the Edmntn regin t 91.8% in the Suth regin (see Figure 77). The Central and Suth regins had a significantly higher average respnse wh agree they are satisfied verall that services help the persn t be a part f the cmmunity cmpared t the prvincial data. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree they are satisfied verall that services help the persn t be a part f the cmmunity cmpared t the prvincial data. All ther cmparisns were nnsignificant. Figure 77: Percentage f Respndents Wh Agree They are Satisfied Overall That Services Help the Persn t Be a Part f the Cmmunity (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

103 PDD Family/Guardian Satisfactin Survey 2012/ The percentage f respndents wh agree they knw what t d if nt satisfied with services ranged frm 76.1% in the Nrtheast regin t 88.4% in the Central regin (see Figure 78). The Central and Suth regins had a significantly higher average respnse wh agree they knw what t d if nt satisfied with services cmpared t the prvincial results. Additinally, the Edmntn regin had a significantly lwer average respnse wh agree they knw what t d if nt satisfied with services cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 78: Percentage f Respndents Wh Agree They Knw What t D if Nt Satisfied with Services (by Regin) * * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

104 PDD Family/Guardian Satisfactin Survey 2012/ Nte: As in the prvincial sectin, questin 27(25) was split int thse respnses frm cmmunitybased services and thse frm direct peratins services. Cmmunity-based services. The percentage f respndents wh agree they are satisfied with the prcess used t reslve issues ranged frm 76.3% in the Nrtheast regin t 89.4% in the Suth regin (see Figure 79, tp panel). The Suth regin had a significantly higher average respnse wh agree they are satisfied with the prcess used t reslve issues cmpared t the prvincial results. All ther cmparisns were nnsignificant. Direct peratins. The percentage f respndents wh agree they are satisfied with the prcess used t reslve issues ranged frm 93.0% in the Central regin t 100% in the Edmntn, Calgary, and Suth regins (see Figure 79, bttm panel). The Calgary regin had a significantly higher average respnse wh agree they are satisfied with the prcess used t reslve issues cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 79: Percentage f Respndents Wh Agree They are Satisfied with the Prcess Used t Reslve Issues (by Regin) * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

105 PDD Family/Guardian Satisfactin Survey 2012/ The reginal satisfactin average fr verall satisfactin with services prvided ranged frm: 80.8% in the Edmntn regin t 90.8% in the Suth regin fr the cmmunity-based services. 85.6% in the Central regin t 93.0% in the Suth regin fr the direct peratins services (see Figure 80). Figure 80: Reginal Satisfactin Average fr Overall Satisfactin with Services 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

106 PDD Family/Guardian Satisfactin Survey 2012/ Service Prvider Staff Nte: As in the prvincial sectin, all questins related t satisfactin with service prvider staff were split int thse respnses frm the cmmunity-based services and thse frm the direct peratins services. Cmmunity-based services. The percentage f respndents wh agree there is a cnsistent persn t cntact ranged frm 88.6% in the Nrthwest regin t 96.8% in the Nrtheast regin (see Figure 81, tp panel). All cmparisns were nnsignificant. Direct peratins. The percentage f respndents wh agree there is a cnsistent persn t cntact ranged frm 80.0% in the Calgary regin t 100% in the Edmntn and Suth regins (see Figure 81, bttm panel). The Edmntn regin had a significantly higher average respnse wh agree there is a cnsistent persn t cntact cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 81: Percentage f Respndents Wh Agree There is a Cnsistent Persn t Cntact (by Regin) * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

107 PDD Family/Guardian Satisfactin Survey 2012/ Cmmunity-based services. The percentage f respndents wh agree verall staff care abut what they say ranged frm 87.1% in the Nrthwest regin t 94.6% in the Nrtheast regin (see Figure 82, tp panel). All cmparisns were nnsignificant. Direct peratins. The percentage f respndents wh agree verall staff care abut what they say ranged frm 97.3% in the Central regin t 100% in the Edmntn, Calgary, and Suth regins (see Figure 82, bttm panel). The Calgary regin had a significantly lwer 14 average respnse wh agree verall staff care abut what they say cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 82: Percentage f Respndents Wh Agree Overall Staff Care Abut What They Say (by Regin) * 14 Nte that while 100% f respndents in Calgary rated this questin in agreement, in the prvincial ratings, there were mre individuals wh strngly agreed and agreed with the questin, whereas in Calgary, there were n individuals wh strngly agreed with the questin, lwering the average respnse belw the prvincial average HUMAN SERVICES Persns with Develpmental Disabilities Prgram

108 PDD Family/Guardian Satisfactin Survey 2012/ Cmmunity-based services. The percentage f respndents wh agree verall staff d what they say they will d ranged frm 86.7% in the Edmntn regin t 91.4% in the Nrtheast regin (see Figure 83, tp panel). All cmparisns were nnsignificant. Direct peratins. The percentage f respndents wh agree verall staff d what they say they will d ranged frm 80.0% in the Calgary regin t 100% in the Edmntn and Suth regins (see Figure 83, bttm panel). All cmparisns were nnsignificant. Figure 83: Percentage f Respndents Wh Agree Overall Staff D What They Say They Will D (by Regin) 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

109 PDD Family/Guardian Satisfactin Survey 2012/ Cmmunity-based services. The percentage f respndents wh agree verall staff deal with their cncerns prmptly ranged frm 86.5% in the Edmntn regin t 91.7% in the Suth regin (see Figure 84, tp panel). The Edmntn regin had a significantly lwer average respnse wh agree verall staff deal with their cncerns prmptly cmpared t the prvincial results. All ther cmparisns were nnsignificant. Direct peratins. The percentage f respndents wh agree verall staff deal with their cncerns prmptly ranged frm 98.6% in the Central regin t 100% in the Edmntn, Calgary, and Suth regins (see Figure 84, bttm panel). The Calgary regin had a significantly lwer average respnse wh agree verall staff deal with their cncerns prmptly cmpared t the prvincial results. All ther cmparisns were nnsignificant. Figure 84: Percentage f Respndents Wh Agree Overall Staff Deal with Their Cncerns Prmptly (by Regin) * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

110 PDD Family/Guardian Satisfactin Survey 2012/ Cmmunity-based services. The percentage f respndents wh agree verall staff infrm them abut ther resurces ranged frm 78.7% in the Edmntn regin t 88.5% in the Nrthwest regin (see Figure 85, tp panel). The Nrthwest and Suth regins had a significantly higher average respnse wh agree verall staff infrm them abut ther resurces cmpared t the prvincial results. All ther cmparisns were nnsignificant. Direct peratins. The percentage f respndents wh agree verall staff infrm them abut ther resurces ranged frm 92.6% in the Central regin t 100% in the Edmntn, Calgary, and Suth regins (see Figure 85, bttm panel). All cmparisns were nnsignificant. Figure 85: Percentage f Respndents Wh Agree Overall Staff Infrm Them Abut Other Resurces (by Regin) * * 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram

111 PDD Family/Guardian Satisfactin Survey 2012/ The reginal satisfactin average fr service prvider staff ranged frm: 86.8% in the Edmntn regin t 90.7% in the Nrtheast regin fr the cmmunity-based services. 92.0% in the Calgary regin t 100% in the Edmntn and Suth regins fr the direct peratins services (see Figure 86). Figure 86: Reginal Satisfactin Average fr Service Prvider Staff 2013 HUMAN SERVICES Persns with Develpmental Disabilities Prgram