National SAAP Client Satisfaction Survey
2. Introduction
Colmar Brunton Social Research (CBSR) was commissioned by the Department of Family and Community Services (FaCS) to conduct research into client satisfaction with SAAP funded agencies.
The overall objective of the research was to develop a survey of SAAP clients to report client satisfaction against key outcomes at State/Territory and national levels, to feed into the SAAP IV Evaluation.
In order to achieve this, a client satisfaction survey of SAAP clients was developed, coordinated and implemented, on a national basis.
The survey consists of 12 questions on client satisfaction with various aspects of SAAP service provision, including one open-ended question, together with a number of basic demographic questions.
The research involved a questionnaire development phase, including 18 cognitive interviews, followed by a pilot test and CATI survey (using a call-centre approach) of 1000 SAAP clients. The fieldwork was conducted between 11 November and 5 December 2003.
This report presents the findings of this research.
2.1 Background
The Supported Accommodation Assistance Program (SAAP) is governed by Commonwealth legislation. It is:
a 'support program assisting people who are homeless or at risk of homelessness, through a range of support and supported accommodation services. It is an important part of Australia's overall response to homelessness and of the broader social safety net designed to prevent disadvantage in the community'.2
SAAP commenced as a joint Commonwealth and State/Territory program on 1 January 1985 and since then it has undergone growth and significant change in the services provided. At the outset, the program was focussed on providing a 'safe environment for the night'. Since then, agencies involved are much more focussed on the 'particular needs of clients and are designed to achieve maximum independence for SAAP clients'.
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During its lifespan, SAAP has undergone reviews and evaluation, developing as it has passed through four agreement stages. The current agreement (SAAP IV) is scheduled to conclude in 2005.
A measure of client satisfaction is one component in evaluating SAAP. In 2001, the Australian Federation of Homelessness Organisations (AFHO) was commissioned, along with partners, to develop options for client satisfaction measures in SAAP. Findings were reported in June 2003.3
CBSR was commissioned by FaCS to progress to a further stage of collecting client satisfaction data at the national level. This involved further development and testing of a survey instrument to collect valid and reliable data on client satisfaction. Information and findings from this research will feed into an evaluation of SAAP in early 2004.
2.2 Research objectives
The overall objective of the research was to measure client satisfaction against key outcomes at State/Territory and national levels. Specifically, client satisfaction was measured against:
- quality of engagement and support by agency staff - competent, professional, tone, empathy, friendliness, interested;
- quality of information and communication;
- helpfulness of support programs offered;
- standard of accommodation and other facilities;
- timeliness and responsiveness of the service to meet client needs; and
- the outcomes achieved with regard to the service clients expect and whether their expectations/needs were met.
- SAAP website.
- Australian Federation of Homelessness Organisations. June 2003. Measurement of client satisfaction in the Supported Accommodation Assistance Program (SAAP): Final Report.
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