Most of us recognize that it is important to listen to the people we serve, but how many of us have been able to make it more than a feel-good phrase or reference to token satisfaction surveys? In this webinar, we address the potential benefits of involving clients or program participants, how to put in place a formal process for gathering their input, as well as ways of involving them in more extensive ways. We will discuss questions related to the best ways of involving different populations, how to make it an affordable and integral part of program operations, how to avoid overburdening people with requests for feedback, and how to know whether efforts are successful.
When registering, submit your question, and you may be selected to ask it “on the air,” which offers you the opportunity to engage in more depth with our panelists. We will also take questions through chat.
CEO, Keystone Accountability
Director of Resident Engagement, John H. Boner Community Center
Research Associate, Urban Institute
Director, Strategic Initiatives, Social Solutions
David Bonbright. After spending over 20 years strengthening, founding and leading nonprofit infrastructure organizations in Africa and Asia, David Bonbright formed the conviction that prevailing measurement practices were a major constraint to the performance of organizations seeking to create social value. He studied this problem for two years (including a deep dive into customer satisfaction practices) and set up Keystone to focus on the most neglected important piece of the measurement puzzle -- the views and experiences of the people who are referred to, optimistically, as beneficiaries. Over the past 7 years, Keystone has refined and delivered its Constituent Voice methodology for performance management to over a hundred organizations in the United States and around the world.
Megan Fetter came to the John H. Boner Community Center as the Near Eastside Community Builder in 2012. Now, as the Director of Resident Engagement, she continues to work with the neighborhood’s Quality of Life Plan, neighborhood organizations, and residents. She co-authored the publication “Recipes for Rising Neighborhoods” which focuses on resident led neighborhood engagement. She is a 2012-13 Civic Engagement fellow with the United Neighborhood Centers of America. Ms. Fetter graduated in 2002 from Spring Arbor University with a major in Sociology and Communications and received her first Master’s Degree in Theological Studies from Anderson University in 2009. She is currently working on a second Master’s of Public Affairs in Nonprofit Management from Indiana University Purdue University Indianapolis (IUPUI). Megan is an AmeriCorps VISTA alum with experience working with nonprofits, AmeriCorps members, disability inclusion, and social justice issues.
Teresa Derrick-Mills. Before becoming a performance management and social policy researcher, Dr. Teresa Derrick-Mills spent 15 years developing and managing nonprofit, community-based services targeted toward helping children, families, and child care operators. She advanced the notion of serving families when, where, and how they need it, and worked in collaboration with clients to develop the services they needed. Dr. Derrick-Mills is a PerformWell team member who works for the Center for Nonprofits & Philanthropy and the Center for Labor, Human Services, and Population at The Urban Institute. Dr. Derrick-Mills earned her PhD in Public Policy and Public Administration from George Washington University and her Master's of Public Administration from the University of North Carolina at Chapel Hill.