Spring 2011 FamilySource Network
Satisfaction Survey Results Submitted To:
City of Los Angeles
Community Development Division
Submitted By:
Richard Moore, Ph.D.
Shelby C Sommer
Consulting Center
Management Department
i 6/9/2011 Contents
OVERVIEW ................................................................................................................................................. 1 STUDY APPROACH ................................................................................................................................... 2 Overall Satisfaction ................................................................................................................................... 6 Satisfaction with Staff ............................................................................................................................... 6 Satisfaction with Facilities ........................................................................................................................ 7 Satisfaction with Services ......................................................................................................................... 8 Satisfaction Summary ............................................................................................................................... 8 Would Recommend Center ....................................................................................................................... 8 How Clients Learned About FSC ............................................................................................................. 9 Reason for Coming to FSC ..................................................................................................................... 10 Frequency of Visits to FSC ..................................................................................................................... 11 Enrolled in Class at FSC ......................................................................................................................... 12 Adult Demographics ................................................................................................................................... 13 Youth Survey Data ...................................................................................................................................... 17 Overall Satisfaction ................................................................................................................................. 19 Satisfaction with Staff ............................................................................................................................. 19 Satisfaction with Facilities ...................................................................................................................... 20 Satisfaction with Services ....................................................................................................................... 21 Satisfaction Summary ............................................................................................................................. 21 Would Recommend Center ..................................................................................................................... 22 How Clients Learned About FSC ........................................................................................................... 23 Reasons for Coming to FSC.................................................................................................................... 24 Frequency of Visits to FSC ..................................................................................................................... 25 Enrolled in Class at FSC ......................................................................................................................... 25 Youth Demographics .................................................................................................................................. 26 Executive & Program Director’s Satisfaction with CDD .............................................................................. 29 Conclusions and Next Steps ........................................................................................................................ 31 Recommendations for Changing Customer Satisfaction Scale ................................................................... 32 ii Satisfaction Survey Findings OVERVIEW
The Community Development Department is committed to making the FamilySource Network a
performance driven system. In CDD’s performance model, there are four aspects of
performance: Customer Satisfaction, Outcomes, Flow (volume of clients), and Administrative
Performance (SOFA). This report presents the results of the third round of satisfaction surveying
conducted in the spring of 2011 at all FamilySource Centers. The survey measured the customer
satisfaction of both adult and youth clients. This report provides customer satisfaction data that
will help individual FSCs benchmark their customer satisfaction against other FSCs, and against
their own performance on the first survey to aid their continuous improvement activities and
support their CAPE applications.
This survey used a questionnaire the covered the same dimensions of satisfaction as the second
survey. Based on our analysis of the first and second surveys, and in consultation with our
advisory committee we kept the revisions we made for the second round of surveying in the
questionnaire. In addition we continued the number of days of on-site surveying as two per
Center to increase the number of respondents.
A total of 1062 adults and 244 youth completed the questionnaire. This represents an increase of
65 adult surveys and a decrease of 219 youth surveys over the second survey. The survey
achieved a high response rate, with 89.8% of clients who were in FSCs on the days we surveyed
completing the questionnaire.
The overall satisfaction for both the adult and youth surveys is high with an average overall
satisfaction score of 9.43 for adults and 8.91 for youth. This level of satisfaction is nearly
identical to the previous survey for both groups. There is moderate variation in satisfaction
among the sites, with overall satisfaction ranging from 8.69 to 9.92 for adults, and from 7.6 to
10.0 for youth. These results compare very favorably with rating of Public Services reported by
the American Customer Satisfaction Index (ACSI), which is a national benchmark. ACSI
reports an average satisfaction of 6.9 with Public Services nationally, substantially below the
ratings received by FSCs.
The number of adult responses is adequate, but still needs to improve at some sites to produce
valid and reliable results. The number of youth responses decreased substantially overall from
the second round of surveying, while some of the individual sites improved.
This report presents the detailed results of all three surveys. We begin with an analysis of the
Adult survey, followed by the Youth survey, and finish up with the Executive Director/Program
Director’s Satisfaction with CDD survey. In each case we present overall findings for the entire
population and then provide detailed results for each FamilySource Center in an appendix.
1 Satisfaction Survey Findings STUDY APPROACH
The study was designed to measure satisfaction for two key groups:


Adult clients in the FamilySource Center
Youth Clients in the FamilySource Center
In the cases of adult and youth clients, we measured client satisfaction with specific aspects of
FamilySource Center services and their overall satisfaction.
Questionnaires were designed specifically for each population. In each case we used focus
groups to generate the aspects of service that drove customer satisfaction. In the case of adult
and youth clients, we conducted focus groups with clients, FamilySource Center managers, and
CDD Staff. In the case of FamilySource Center Executive Directors, we conducted focus groups
with Executive Directors and City Staff. As noted earlier the initial questionnaire was revised
for the second round of surveying based on our analysis of the results from the first round of
surveying and the comments of our advisory group. The changes involved simplifying the
wording of some items and dropping items that were confusing or redundant. Overall
satisfaction measures remained the same.
In the adult and youth surveys we collected data on the following dimensions of FamilySource
Centers:
 Overall Satisfaction
 Satisfaction with staff performance
 Satisfaction with facilities
 Satisfaction with center services.
We also collected data on client demographics - why clients came to the center, and how often
they came to the center.
The full survey questionnaires are presented in Appendix A & B.
Sample
The surveys of youth and adult clients were conducted at all 21 FamilySource Centers in
September-November 2010. The goal was to survey every client served on two days chosen in
collaboration with the FamilySource Center. We planned to have enumerators spend eight hours
at each site, each day. As Table 1 below indicates, the number of participants we surveyed
increased at most centers for adults, while most FSCs decreased the number of youth
respondents.
2 Satisfaction Survey Findings Table 1. Response Data by Center – Comparison
Adult Spring 2011 Adult Fall 2010 Change 38
‐ 63
‐ 52
+ 65
+ 29
+ 32
+ 48
+ 2
+ 56
‐ 80
‐ 47
‐ 96
‐ 1736 FCC
37
Barrio Action YFC
50
Bradley Milken FSC
78
CCNP
135
Children's Collective
41
CMHP
48
Community Build
50
Community Care at Home
9
Cypress Park FSC
37
El Centro De Ayuda
45
El Centro Del Pueblo
43
El Nido FSC
Lucille Beserra Roybal
FSC
NEW Canoga Park
63
54
94
NEW Van Nuys
37
55
Oakwood FSC
48
35
Pacoima FSC
Toberman Neighborhood
Center
Tom Bradley FSC
64
35
58
44
50
58
WLCAC
18
16
Youth Policy Institute
51
27
1062 997
Total
46
25
Youth Spring 2011 5 18 61 14 2 1 11 6 0 5 20 5 + ‐ ‐ + + 6 6 2 37 0 + ‐ + + + 0 11 25 9 244 Youth Fall 2010 Change ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ ‐ 6
21
77
22
16
3
14
26
9
13
27
42
16
33
22
79
4
12
4
16
1
463 ‐ ‐ ‐ ‐ ‐ ‐ + + + ‐ Response Analysis
To evaluate the effectiveness of the questionnaire we analyzed each question in two ways. First,
we analyzed how many clients completed that question and how many answered NA (not
applicable) or simply skipped the question. Second, we calculated the correlation between the
response to that question and the response on the overall satisfaction question. The logic is that
if a substantial number of clients responded with NA or skipped the question, then the question is
probably confusing or irrelevant. If there was not a significant correlation between the question
and overall satisfaction, then the question is not measuring an important aspect of satisfaction.
The results of this analysis for the Adult Survey are in Table 2, and for Youth in Table 3.
Once again, another interesting aspect of the results is that 63.7% of the adult respondents chose
to complete the Spanish version of the questionnaire, while only 1.5% of the youth used the
Spanish version (See Figures 10 and 25).
3 Satisfaction Survey Findings Adult Survey Results
Table 2. Response Data – NA, Skipped, & Correlation with Overall Satisfaction
Fall 2010 Satisfaction Survey Results Fall 2010 Spring 2011 %NA % No Response Corr. w/Overall Sat % NA Spring 2010 Corr. % No W/Overall Response Sat % NA Corr. % No W/Overall Response Sat Response to your phone calls. 15.30%
6.40%
0.536 17.00%
6.70% 0.488 16.40%
8.50% 0.501 The amount of paperwork required. Ability of staff to answer questions quickly. Respect the staff shows you. 10.70%
9.00%
0.412 10.60%
8.80% 0.524 6.30% 8.90% 0.543 4.10%
6.30%
0.56
4.20%
5.80% 0.59 2.00% 6.60% 0.548 3.00%
6.60%
0.522
2.50%
6.00% 0.658 1.10% 8.70% 0.555 Waiting time for services. 5.60%
7.80%
0.513
5.00%
7.10% 0.596 4.60% 6.50% 0.588 The availability of staff who speaks your language. 3.80%
5.40%
0.498
3.70%
5.40% 0.581 1.10% 5.40% 0.52 The cleanliness of this FSC. 2.40%
3.20%
0.421
1.80%
3.80% 0.565 0.20% 7.90% 0.472 The visibility of "FSC" signs. Access to this center by public transportation. Quality of computers and other equipment. Overall effectiveness of programs. 5.30%
3.20%
0.507
3.30%
5.20% 0.507 2.00% 10.90% 0.425 18.50%
9.20%
0.434 18.00%
7.80% 0.506 0.70% 10.00% 0.514 23.70%
8.00%
0.461 21.90%
8.00% 0.581 15.70%
10.30% 0.512 12.20%
7.90%
0.584 11.90%
7.00% 0.671 Quality of workshops and classes. 16.00%
7.50%
0.489 14.40%
7.00% 0.673 Quality of counseling. 22.30%
10.20%
0.478 22.50%
9.20% 0.717 Help finding a job. 37.90%
12.90%
0.522 37.70%
12.90% 0.55 Services to help your children. 28.60%
10.90%
0.522 26.20%
10.80% 12.90% 0.576 4 Satisfaction Survey Findings 0.612 18.30%
Fall 2010 Spring 2011 Fall 2010 Satisfaction Survey Results Corr. % No w/Overall Response Sat Mix of services available at this center and its partners. %NA Spring 2010 % NA % No Response Corr. W/Overall Sat % NA Corr. % No W/Overall Response Sat 19.20%
11.20%
0.537
18.20
%
10.20% 0.699 The hours that this FSC is open Overall, how satisfied are you with the services you received at this FamilySource Center? To what extent have services at this FamilySource Center met your expectations? How well do you think the services you received compare with that ideal set of services? My visit today to this FamilySource Center today was valuable. 9.40%
8.00%
0.408
9.60%
8.10% 0.648 3.30% 10.10% 0.468 3.10%
3.80%
1
3.20%
2.70% 1 7.20% 1 4.50%
4.90%
0.634
4.80%
5.30% 0.697 10.00% 0.575 5.60%
5.20%
0.526
6.50%
5.20% 0.579 10.70% 0.54 3.10%
4.30%
0.445
3.10%
4.00% 0.57 7.70% 0.5 Yes No Not Sure Yes No Not Sure 93.4% 0.6% 2.2% Would Recommend Center No 92.5% 0.8% * Some questions were changed and have no direct comparison to Spring 2010 **Some questions did not have the NA option in Spring 2010 5 Satisfaction Survey Findings Yes Not Sure 1.5% 90.2% 0.6% 1.5% Overall Satisfaction
Customer satisfaction in the FSCs was exceptionally high. On the three aspects of overall
satisfaction measured, average scores were 9.0 or above on a 10 point scale, and there was an
increase in three of the four measures from fall 2010 to spring 2011. Overall satisfaction went
down an insignificant amount. In addition, the average rating on the value of services received
on the day of the visit was again over 9.0 compared to a 6.85 rating of Public Services by the
American Customer Satisfaction Index. Data on overall satisfaction by site is available in
Appendix A.
Figure 1. ADULT SURVEY – Overall Satisfaction Comparison
Spring 2011
Fall 2010
Spring 2010
9.43
9.48
9.33
Overall satisfaction
Met expectations
9.32
9.30
9.19
Compared with ideal set of services
9.37
9.26
9.14
9.59
9.55
9.39
My visit today today was valuable
Satisfaction with Staff
In service organizations like the FSCs, the performance of staff drives the performance of the
organization. Our questionnaire asked a series of questions about the satisfaction with specific
aspects of staff service. As figure 2 below shows, clients remain highly satisfied with the
performance of staff across the system, and on several items there were small improvements
since the first survey.
6 Satisfaction Survey Findings Figure 2. ADULT SURVEY - Satisfaction with FSC Staff Comparison
Spring 2011
Fall 2010
Spring 2010
Response to your phone calls.
9.00
9.02
8.87
The amount of paperwork required.
8.86
9.00
9.03
Ability of staff to answer questions quickly.
9.20
9.21
9.13
Respect the staff shows you.
9.46
9.41
9.30
8.94
9.14
9.16
Waiting time for services.
9.50
9.39
9.41
The availability of staff who speaks your language.
Satisfaction with Facilities
FSCs must have facilities that met a variety of standards. We asked four specific questions about
the FSC’s facilities and found continuing high levels of satisfaction with all aspects.
Figure 8. ADULT SURVEY - Satisfaction with FSC Facilities
Spring 2011
Fall 2010
Spring 2010
The cleanliness of this FSC.
9.38
9.41
9.33
The visibility of "FSC" signs.
9.31
9.20
9.19
Access to this center by public transportation.
9.1
9.16
9.40
9.27
9.20
9.21
Quality of computers and other equipment.
7 Satisfaction Survey Findings Satisfaction with Services
We asked a series of questions about the effectiveness of programs provided by the FSCs and the
impact they had on clients. We revised this section of the questionnaire substantially, so only the
fall 2010 and spring 2011 data is shown. Again, clients report uniformly high satisfaction with
services and their effectiveness.
Figure 4. ADULT SURVEY - Satisfaction with FSC Services
Spring 2011
Fall 2010
Overall effectiveness of programs.
9.33
9.34
Quality of workshops and classes.
9.44
9.34
Quality of counseling.
9.39
9.38
9.02
8.80
Help finding a job.
Services to help your children.
9.32
9.26
Mix of services avalable at this center and its partners.
9.38
9.29
The hours that this FSC is open
9.35
9.36
Satisfaction Summary
We were interested in seeing if different sub-groups were more or less satisfied than others.
Typically we would expect older people to be less satisfied than younger people, people with
higher education to be less satisfied than those with less education, and people with fewer
services to be less satisfied than those who utilize more services. However, that was not the case
here. There were no significant differences so far.
Would Recommend Center
Finally at the end of the satisfaction questions we asked clients if they would recommend this
FSC to someone like them. The response was overwhelmingly positive with 93% of clients
saying they would recommend the center. In fact the percent that would recommend the center
actually continued to increase slightly from 90% to 93.4%.
8 Satisfaction Survey Findings Figure 5. ADULT SURVEY – Would you recommend this center to someone like yourself?
Spring 2011
Fall 2010
93.4%
92.7%
90.0%
Yes
No
Not Sure
Missing
Spring 2010
0.6%
0.8%
1.0%
2.4%
1.4%
2.0%
3.9%
5.2%
7.0%
How Clients Learned About FSC
We asked clients how they learned about their FSC and what services they received. As Figure 6
below indicates, nearly half of the clients learned about the center through a friend. Smaller
groups learned about the center through a flyer or by simply seeing the FSC building. Compared
to the first two surveys, slightly fewer clients learned about the center from a friend and slightly
more FSC’s outreach efforts, indicating continued outreach by the centers.
9 Satisfaction Survey Findings FIGURE 6. ADULT SURVEY - How did you first learn about this FSC?
Spring 2011
Fall 2010
Spring 2010
46.4%
Friend
47.8%
51.0%
14.0%
Other
17.8%
20.7%
14.3%
Saw Building or Sign (Walk‐in)
12.6%
12.0%
14.0%
Saw a Flyer
12.3%
13.0%
12.3%
Referred
10.2%
8.7%
College or School
9.5%
8.0%
7.7%
Met Staff Member at Event
7.2%
6.0%
Reason for Coming to FSC
We were interested in why clients came to FSCs. As the figure below indicates, the most
common reason for coming to a center was to attend an academic class or workshop. The next
most common reason was other, looking at the comments the other category included: help with
10 Satisfaction Survey Findings bills, community service, and counseling. Other common reasons were to: “to get services for
my children, access a computer, or find a job.
Figure 7. ADULT SURVEY - Why do you come to this center?
Spring 2011
Fall 2010
45.4%
43.0%
Attend a Class or Workshop
24.8%
24.8%
Other
21.5%
22.7%
Get Services for my Children
15.1%
18.9%
Access a Computer
11.8%
12.0%
Help Finding a Job
7.1%
7.2%
Legal Services
Child Care
Small Business Services
3.3%
3.7%
1.1%
2.1%
Frequency of Visits to FSC
Most clients come to the center regularly. The graph below show how often clients reported
coming to the center in the past month this fall and last spring. The graph shows clearly that
many clients use the centers intensively. Over a quarter of the clients said they had been to the
center ten times or more in the last month, which is a slight increase since the fall. Groups who
reported they came to the center five-nine times, four times, or three times declined, while
groups reporting they had come twice remained about the same. Those who said it was their first
time increased. This indicates to us that center continue to add new clients and that once a client,
people come regularly to the center.
11 Satisfaction Survey Findings FIGURE 8. ADULT SURVEY - How often have you come to this FSC in the past month?
Spring 2011
Fall 2010
Spring 2010
Ten or more times
24.0%
13.3%
Between five and nine times
10.3%
27.5%
33.0%
17.1%
15.4%
16.6%
13.3%
Four times
7.2%
8.9%
8.9%
Three times
10.2%
10.0%
9.8%
Two times
17.3%
13.8%
14.9%
One time
Enrolled in Class at FSC
Interestingly over 50% of respondents said they were currently enrolled in a class at their FSC,
suggesting that it is this part of the program that is driving attendance at the FSCs. This is a slight
decrease from the fall.
FIGURE 9. ADULT SURVEY - Are you enrolled in a class or program at this FSC?
Spring 2011
Fall 2010
52.9%
57.9%
Yes
36.7%
32.7%
No
Don't Know
5.5%
4.3%
Missing
4.9%
5.1%
0.0%
10.0%
20.0%
30.0%
12 Satisfaction Survey Findings 40.0%
50.0%
60.0%
70.0%
Adult Demographics
We collected demographic data on the people who responded to the questionnaire to get a better
understanding of who responded. These results provide a window into who has used the FSCs in
this early period. Over the two periods studied, the demographics of clients were mostly stable.
Nearly 60% of the clients preferred to complete the Spanish version of the questionnaire and
about 70% of the clients were women in both time periods. The most common age group was
26-40 in both time periods, but we saw a substantial increase in the younger 18-25 year old
group.
Education was the characteristic in which we saw the most dramatic shift. The new survey
population has substantially less education than the initial survey population. In spring 2010
about 21% of clients reported they had an 8th grade education or less, in fall 3010 this population
grew dramatically to 41%. This indicates to us the system is reaching a severely disadvantaged
population.
Hispanics remain the largest ethnic group by far, increasing from about 75% to 78% for all
respondents.
We collected a variety of other characteristics to help us understand the respondents’ situations.
As figure 13 shows, about 45% of clients come from a household where someone is looking for
work. About 11% of clients work full-time and an additional 16% part-time. One-third of
clients have a child in school, and 15% report they have a child who needs help in school.
FIGURE 10. Surveys Completed by Language
Spanish 63.7%
Spring 2011 36.3%
59.6%
Fall 2010
40.4%
60.5%
Spring 2010
39.5%
13 Satisfaction Survey Findings English
FIGURE 11. Gender
Spring 2011
Fall 2010
Spring 2010
74.2%
70.4%
70.0%
Female
25.7%
25.6%
22.0%
Male Missing
3.1%
4.0%
8.1%
FIGURE 12. Age
Spring 2011
71+
Fall 2010
1.6%
1.3%
0.0%
9.0%
9.2%
11.0%
56‐70
30.3%
28.8%
26.0%
41‐55
26‐40
39.4%
38.0%
15.0%
18.0%
14.0%
18‐25
Missing
Spring 2010
2.8%
3.3%
10.9%
14 Satisfaction Survey Findings 44.1%
FIGURE 13. Other Characteristics
Spring 2011
Child Needs Help in School
17.6%
Child in School
41.9%
Unemployed
48.6%
Employed Part‐Time
18.3%
Employed Full Time
15.3%
FIGURE 14. Education
Spring 2011
Bachelor's Degree or More
Associate's Degree
3.8%
3.4%
Fall 2010
Spring 2010
5.9%
3.2%
3.4%
4.2%
12.2%
12.5%
14.2%
Some College
18.2%
17.9%
High School Diploma or GED
15.2%
16.0%
14.9%
Some High School
8th Grade
21.5%
19.3%
6.1%
Primary or less
15.3%
15 Satisfaction Survey Findings 22.3%
21.6%
25.9%
FIGURE 15. Ethnicity
Adult Ethnicity
Spring 2011
Fall 2010
Spring 2010
80.6%
77.4%
71.4%
Hispanic
11.8%
12.0%
10.0%
Black
White
3.7%
3.0%
4.1%
Other
2.5%
2.6%
2.6%
Bi‐racial/Multiracial
0.8%
1.1%
0.7%
Asian/Pacific Islander
0.7%
1.0%
0.6%
16 Satisfaction Survey Findings Youth Survey Data
As we did with adults, we began by analyzing the response to individual questions to identify items that clients skipped or declined to
answer. Next, we looked at the correlation between each individual question and the clients’ overall satisfaction. The results of the
analysis are below. Table 3 shows the youth responded at a substantially higher rate than adults. In addition, in the youth population
only 1% of the respondents chose to complete the Spanish version of the questionnaire.
Table 3. Response Data – NA, Skipped, & Correlation with Overall Satisfaction
Spring 2011 Fall 2010 Satisfaction Survey Results The amount of paperwork required. Staff's ability to answer your questions. % NA 22.80%
Fall 2010 Spring 2010 Corr. Corr. % No W/Overall % No W/Overall Response
Sat % NA Response Sat % NA 4.00% 0.34 33.00% 3.90% 0.429 27.30% % No Response 0.00% Corr. W/Overall Sat 0.412 9.20% 3.10% 0.525 11.70% 3.20% 0.589 18.20% 0.00% 0.484 Friendliness of the staff. 5.50% 4.00% 0.444 8.40% 3.90% 0.612 7.30% 0.00% 0.209 Waiting time for services. The staff's ability to speak your language. The cleanliness of this FamilySource Center. 12.30%
5.20% 0.41 14.90% 3.90% 0.449 24.50% 0.00% 0.516 6.20% 3.70% 0.395 8.20% 3.20% 0.427 12.70% 0.00% 0.285 3.70% 3.40% 0.513 7.10% 3.00% 0.506 2.70% 0.00% 0.323 The visibility of "FSC" signs. Access to this center by public transportation. Quality of computers and other equipment. 7.10% 3.10% 0.48 11.40% 3.00% 0.527 7.30% 0.00% 0.168 16.90%
3.70% 0.393 21.40% 3.70% 0.453 1.80% 0.00% 0.296 13.50%
4.30% ‐0.051 14.30% 3.20% 0.473 13.60% 0.00% 0.432 11.10%
3.10% 0.515 13.20% 3.70% 0.54 The quality of the youth room. 17 Satisfaction Survey Findings Spring 2011 Overall effectiveness of programs. % NA 13.20% Fall 2010 Spring 2010 Corr. Corr. % No W/Overall % No W/Overall Response
Sat % NA Response Sat 3.40% 0.616 14.90% 4.30% 0.581 % NA 9.10% Corr. % No W/Overall Response
Sat 0.00% 0.462 Quality of program for my parents or guardians. 19.70% 3.40% 0.459 26.30% 4.10% 0.553 23.50%
0.00% 0.609 Quality of service to improve my academic achievement. 11.70% 4.30% 0.462 14.00% 4.10% 0.551 13.60%
0.00% 0.635 Convenience of FSC hours. 11.10% 3.10% 0.552 12.10% 4.10% 0.5 8.20% 0.00% 0.54 8.60% 3.10% 0.582 11.00% 3.90% 0.502 Overall, how satisfied are you with the services you received at this FamilySource Center? 0.30% 1.50% 1 5.40% 3.00% 1 7.30% 1 To what extent have services at this FamilySource Center met your expectations? 7.70% 1.50% 0.692 7.30% 3.20% 0.647 0.90% 0.675 How well do you think the services you received compare with that ideal set of services? 9.20% 1.80% 0.688 11.70% 3.50% 0.549 0.90% 0.591 My visit today to this FamilySource Center today was valuable. 6.80% 1.50% 0.648 6.30% 3.00% 0.624 7.30% 0.667 Yes No Not Sure Yes No Not Sure Yes No Not Sure 67.10% 1.80% 8.90% 79.9 3.70% 11.00% 82.70%
2.70% 7.30% Chance to make friends with other youth. Would Recommend Center * Some questions were changed and have no direct comparison to Spring 2010 **Some questions did not have the NA option in Spring 2010 ***Fall 2010 had over four times the response rate as Spring 2010 18 Satisfaction Survey Findings As noted earlier in Table 1, the youth sample size grew substantially from 110 to 463 and
increased at all but one FSC. We note there are still some sites were we need to increase the
survey population to have valid and reliable results.
Overall Satisfaction
Overall satisfaction with the FSN program remains high, although, not quite as high as the adult
respondents. Overall satisfaction for the entire survey group was about 8.9 on a 10 point scale,
an insignificant decrease from the fall survey. On the related questions, satisfaction responses
were almost as high. Asked if their “visit today was valuable”, respondents gave an overall rating
of 8.85 indicating high satisfaction again. Finally, two-thirds of the youth said they would
recommend their center to someone like them.
Figure 16. YOUTH SURVEY – Overall Satisfaction with FamilySource Center
Spring 2011
Fall 2010
Spring 2010
8.91
8.95
Overall satisfaction
8.76
8.74
8.72
Met expectations
8.40
8.72
Compared with ideal set of services
8.58
8.50
8.85
8.85
My visit today today was valuable
8.68
Satisfaction with Staff
In service organizations like the FSCs, the performance of staff drives the performance of the
organization. Our questionnaire asked a series of questions about the satisfaction with specific
aspects of staff services that are important to youth. As figure 17 below shows, clients were
highly satisfied with the performance of staff across the system.
19 Satisfaction Survey Findings Figure 17. YOUTH SURVEY - Satisfaction with FamilySource Center Staff
Spring 2010
Fall 2010
Spring 2010
9.35
9.44
9.4
The staff's ability to speak your language.
8.15
8.33
8.4
Waiting time for services.
9.14
9.08
Friendliness of the staff.
8.86
8.70
8.4
Staff's ability to answer your questions.
7.89
7.79
8.3
The amount of paperwork required.
Satisfaction with Facilities
Youth continues to give FSCs facilities high marks, with scores close to 9.0 for the overall
environment in the facility, accessibility of the centers, cleanliness, and visibility of “FSC” signs.
The quality of computers and other equipment received the highest marks.
Figure 18. YOUTH SURVEY - Satisfaction with FamilySource Center Facilities
Spring 2011
Fall 2010
Spring 2010
The quality of the youth room.
8.94
The quality of computers and other equipment.
8.97
9.04
8.66
8.69
Access to this center by public transportation.
8.95
8.8
8.79
8.77
The visibility of "FSC" signs.
9.03
9.14
9.06
The cleanliness of this FamilySource Center.
20 Satisfaction Survey Findings 9.17
9.69
Satisfaction with Services
Again, youth report uniformly high satisfaction with all aspects of FSC services. No aspect of
service really stands out generating significantly more or less satisfaction.
Figure 19. YOUTH SURVEY - Satisfaction with FamilySource Center Services
Spring 2011
Fall 2010
Spring 2010
9.06
9.04
Chance to make friends with other youth.
8.81
Convenience of FSC hours.
8.93
8.76
9.09
Quality of service to improve my academic achievement.
8.98
8.47
8.74
8.69
Quality of program for my parents or guardians.
8.85
8.90
8.82
8.89
The overall effectiveness of programs.
Satisfaction Summary
Similar to the adults, we were interested in seeing if different sub-groups were more or less
satisfied than others. For example, we compared satisfaction with services based on
demographics, however there were no significant differences there.
21 Satisfaction Survey Findings Would Recommend Center
Finally, at the end of the satisfaction questions we asked clients if they would recommend this
FSC to someone like them. The response was primarily positive with approximately 67% of
clients saying they would recommend the center; however, this represents a drop of over ten
percent.
Figure 20. YOUTH SURVEY – Would you recommend this center to someone like yourself?
Spring 2011
Fall 2010
Spring 2010
67.1%
Yes
No
Not Sure
79.9%
82.7%
1.8%
3.7%
2.7%
8.9%
11.0%
6.4%
22.2%
Missing
5.4%
8.2%
22 Satisfaction Survey Findings How Clients Learned About FSC
We wanted to understand how youth had learned about the FSC. As the graph below indicates,
nearly a third of the youth learned about the center from a friend, and an additional 29% learned
about it from their parent or guardian. Schools were the third most common source at slightly
more than 20%. This indicates to us that the programs reputation is spreading and generating
more referrals.
FIGURE 21. YOUTH SURVEY ‐ How did you first learn about this FSC? Spring 2011
Fall 2010
Spring 2010
28.6%
Friend
36.7%
37.3%
28.9%
27.4%
Parent or Guardian
22.7%
21.8%
20.7%
21.8%
School
11.4%
12.7%
Other
16.3%
8.9%
9.1%
Teacher
15.5%
Police Officer
2.2%
3.7%
8.6%
Probation Officer
3.0%
11.8%
23 Satisfaction Survey Findings Reasons for Coming to FSC
Youth principally came to the FSCs for academic reasons, which fits with FSCs strategic
program goals for youth. Over a third of youth came for help to do better in school, nearly 20%
for academic classes/workshops, and only nine percent came to participate in youth
organizations, a drop of more than half since fall 2010.
Figure 22. YOUTH SURVEY - Why do you come to this center 1?
Spring 2011
Fall 2010
Spring 2010
35.1%
Do better in school
29%
20.9%
Other
19.7%
21.0%
Academic classes/workshops
8.6%
Participate in youth organizations
Access a computer
Recreation
Mentoring
Counseling
7.4%
6.5%
5.2%
41.0%
26.3%
30%
19.9%
11.7%
10.8%
17%
22%
9.1%
8.6%
7.1%
College access activities
3.4%
5.4%
Get bus tokens
4.9%
5.0%
1
This sums to over 100% because youth were asked to report all the reasons for coming to the center, and many
gave multiple reasons.
24 Satisfaction Survey Findings Frequency of Visits to FSC
Most clients come to the center regularly, and the proportion of clients who come most often is
growing. Over 40% of our respondents said they had come to the FSC 10 times or more in the
last month, similar to the last survey. Conversely only 6% said they had been there two times in
the last month. An additional 15% had been there five to nine times. About 9% of respondents
were at the FSC for the first time on the day we surveyed them.
FIGURE 23. YOUTH SURVEY - How often have you come to this FSC in the past month?
Spring 2011
Fall 2010
Ten or more times
34.5%
41.5%
41.0%
14.5%
15.9%
11.8%
Between five and nine times
11.8%
13.7%
12.7%
Four times
Three times
9.0%
Two times
6.3%
8.6%
7.3%
One time
Spring 2010
13.3%
17.3%
9.0%
11.9%
12.7%
Enrolled in Class at FSC
Over 40% of respondents said they were currently enrolled in a class at their FSC, suggesting
that it is this part of the program that is driving attendance at the FSCs, and creating the regular
clientele. Interestingly this represents a slight decline from the previous surveys.
25 Satisfaction Survey Findings FIGURE 24. YOUTH SURVEY - Are you enrolled in a class or program at this
FSC?
Spring 2011
Fall 2010
Spring 2010
41.5%
Yes
47.1%
44.5%
22.2%
No
32.6%
39.1%
15.4%
Don't Know
17.7%
10.9%
Youth Demographics
About 97% of youth respondents completed the survey in English. There were more males than
female respondents, although nearly 20% chose not to answer. Nearly 40% were between 15
and 17, while again, a much higher than normal non-response rate to this question. Over twothirds said they attended public school. Nearly 55% of the youth surveyed were Hispanic, which
is down more than 15% since fall 2010, and about 15% African-American.
Figure 25. Language
Spring 2011
Fall 2010
Spring 2010
98.5%
English
97.6%
99.1%
1.5%
Spanish
2.4%
0.9%
26 Satisfaction Survey Findings Figure 26. Gender
Spring 2011
Fall 2010
Spring 2010
20.3%
Missing
0.0%
8.2%
36.9%
Female
52.6%
57.3%
42.8%
Male
47.4%
34.5%
Figure 27. Age
Spring 2011
Fall 2010
Spring 2010
28.3%
Missing
6.7%
16.3%
38.8%
15‐17
52.3%
58.2%
32.9%
13‐14
41.0%
25.5%
27 Satisfaction Survey Findings Figure 28. Current Educational Status
Spring 2011
I am home schooled
Fall 2010
2.2%
4.5%
I attend a private or religious school
5.2%
4.1%
66.8%
I attend public schools
78.4%
I am out of school
4.9%
9.7%
Figure 29. Ethnicity
Spring 2011
Fall 2010
54.5%
Hispanic
72.4%
70.9%
14.2%
14.4%
14.5%
Black
Other
Bi‐
racial/Multiracial
Spring 2010
4.6%
5.0%
4.5%
3.4%
2.4%
0.9%
Asian/Pacific Islander
1.2%
1.9%
0.0%
White
1.2%
1.3%
0.9%
28 Satisfaction Survey Findings Executive & Program Director’s Satisfaction with CDD As part of CDD’s commitment to continuous improvement, the agency asked our team to
conduct a study of Executive & Program Director satisfaction with CDD’s management of the
We conducted focus groups with Executive Directors and CDD staff to identify program features
and services which were important to Executive Director Satisfaction. An on-line questionnaire
was developed to measure satisfaction with these features.
This round we invited two people from each center to take part in the survey, the Executive
Director, and the Program Director. At a couple centers, that was the same person. Only one site
did not respond. Overall, Directors expressed moderate satisfaction with CDD’s management of
the program and with CDD staff. Both overall satisfaction levels improved in this round of
surveying. In fact, the Executive Directors satisfaction was similar to the overall satisfaction with
public programs reported by ASCI, about 6.9 on a 10 point scale.
Figure 30: Overall Satisfaction
7.15
Overall, how satisfied are you with the guidance and support provided by CDD staff?
6.67
Spring 2011
Spring 2010
7.09
Overall, how satisfied are you with the services you received from CDD?
6.42
1
3
5
7
9
In addition to overall satisfaction, we measured satisfaction with specific aspects of the program.
As Figure 31 and 32 show, Executive Directors were most satisfied with their “familiarity with
their CDD Regional Area Director”, “Respectfulness of CDD Staff” and the Accessibility of
CDD Monitors” . Executive Directors were least satisfied with the “One-E-App and the time it
takes to complete”, “User friendliness of the ISSI system”, “Timeliness of contract execution”
and “Timeliness of payments”. Overall it seems clear that Executive Directors are relatively
satisfied with the staff they deal with directly, and the responsiveness of the program to their
recommendations. Conversely, they are least satisfied with different aspects of the Information
system, particularly the One-E-App, and the speed of contracting and payment systems. Other
features of the program generate moderate satisfaction.
29 Satisfaction Survey Findings Figure 31. Satisfaction with Services Spring 2011
Spring 2010
6.72
6.75
6.47
6.83
6.06
6.9
6.53
6.83
Adequacy of the information and training CDD has …
Promptness of CDD’s response to my questions
Information provided about the Community …
CDD’s willingness to incorporate recommendations …
7.67
7.5
My familiarity with my CDD Regional Area Director
Timeliness of payments by CDD
Timeliness with which CDD executed my contract.
5.4
6.94
6.58
6.06
5.75
Clarity of performance standards communicated by …
User‐friendliness of the ISIS system.
4.00
4.09
The value of One‐E‐App in relation to the amount of …
1
6.55
6.45
5.93
2
3
4
5
6
7
8
9
Figure 32. Satisfaction with Staff Spring 2011
Spring 2010
Accessibility of CDD accounting staff
7.47
6.1
Knowledge of CDD accounting staff
6.36
Accessibility of CDD MIS staff
7.4
6.5
Knowledge of CDD MIS staff
6.33
8.26
7.67
Accessibility of CDD monitors
Usefulness of feedback from CDD Monitors about my Center’s operations.
30 Satisfaction Survey Findings 8.24
8.82
8.17
Respectfulness CDD staff show me and my staff
The amount of time required to complete the One‐
E‐App paperwork
8
6.58
3.47
3.18
7.79
10
Conclusions and Next Steps
Overall satisfaction with FSC services remains high with all aspects of the Center. It appears that the
FamilySource Network is reaching its target demographic of severely disadvantaged clients. It appears
that outreach efforts are bringing in more clients through referrals and direct contract with staff rather
than just through the social contacts of existing clients.
The number of youth respondents dropped this round, and an effort should be made to increase those
numbers in the future.
We plan to conduct the survey for a fourth time in fall 2011. Once again we will work with Center
Directors to schedule survey days that will yield the most respondents possible.
31 Satisfaction Survey Findings Recommendations for Changing Customer Satisfaction Scale In our field research we have found that the 10 point scale we were using, which
consisted of ten points on a scale with one label at each end, was creating a lack of variance in
our data. Our results were skewed to the high end of the distribution. In order to better evaluate
individual centers we are suggesting the adaptation of a new scale which research has indicated
will create a greater variance between the centers.
We wanted to create a scale that made intuitive sense to the survey takers. Our field
research indicated that survey participants only spent a few seconds on each question before
moving on to the next, so we wanted to make sure that the new survey was quick to decipher. At
first we considered using a smiley face survey that uses facial characteristics to express
satisfaction with the services. However, our research uncovered that adults often find those
scales offensive.2 In addition, we found that those scales are traditionally used for children to
indicate their levels of pain, making them ill suited for our survey.3
We decided to continue using a numerical scale since it was the simplest to understand.
Then we investigated what the ideal number of numbers would be on the scale. Our research
suggested using a 5 or 7 point scale to achieve optimal results.4 The report also suggested
labeling the midpoint as neutral. Research indicates that having a neutral point increases the
reliability of self reported results.5 In addition we found that labeling each number would
minimize confusion and create construct specific response options.6 By labeling each number it
is clear to the respondent what response corresponds to each number. Instead of having the
respondent attempt to make sense of a range where only the extremes are labeled.
Taking into consideration what researchers recommend, we set out to change the current
scales being use for the FamilySource survey.
The Original Scales:
1= Very Dissatisfied 10= Very Satisfied NA= Don’t know or does not apply
1 2 3 4 5 6 7 8 9 10 NA 1= Muy Insatisfecho 10= Muy Satisfecho NC= No corresponde 1 2 3 4 5 6 7 8 9 10 NC
Modified English:
1= Terrible 2= Bad
1
2
3
3= Ok
4
Modified Spanish:
1= Muy Mal 2= Mal
1
2
3
4
4= Good
5
5= Very Good
NA= Don’t know or doesn’t apply
3= Más o Menos
5
4= Bueno
5= Muy Bueno
NC= No Sabe o No Corresponde
2
http://onlinepubs.trb.org/onlinepubs/circulars/ec008/session_g.pdf 5‐9‐11 http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2657040/ 5‐6‐11 4
comm.stanford.edu/faculty/krosnick/docs/Branching%20Research%20Note.doc 5‐11‐11
5
comm.stanford.edu/faculty/krosnick/docs/Branching%20Research%20Note.doc 5‐11‐11 6
http://comm.stanford.edu/faculty/krosnick/docs/2005/2005_saris.pdf 5‐11‐11 3
32 Satisfaction Survey Findings Appendix A – Adult Survey Responses Data by Center
Table A – Overall Satisfaction by Site
Overall
Satisfaction
Services met
expectations
Mean
8.94
9.51
How
well
services
compare
with
ideal set
of
services
9.50
Std.
Deviation
2.449
.853
.762
.734
Mean
9.69
9.55
9.52
9.40
Std.
Deviation
.796
.820
.960
1.666
Mean
8.69
8.97
8.94
9.28
Std.
Deviation
2.475
1.869
1.874
1.311
Mean
9.42
9.33
9.43
9.70
Std.
Deviation
1.446
1.230
.919
.838
Mean
9.33
9.44
9.26
9.53
Std.
Deviation
1.707
.860
1.504
1.134
Mean
9.45
9.29
9.51
9.57
Std.
Deviation
1.606
1.487
1.369
1.437
Mean
9.27
9.28
9.40
9.49
Std.
Deviation
1.771
1.278
1.498
1.502
Mean
9.63
9.57
8.38
9.86
Std.
Deviation
.744
.787
3.114
.378
Mean
9.92
9.35
9.74
9.83
Std.
Deviation
.280
1.612
.567
.507
Mean
9.41
9.23
9.26
9.70
Std.
Deviation
1.369
1.288
1.382
.803
Mean
9.38
9.14
8.92
9.24
Std.
Deviation
1.210
1.437
1.836
1.234
Location
1736 FCC
Barrio
Action
Bradley
Milken FSC
CCNP
Children's
Collective
CMHP
Community
Build
Community
Care at
Home
Cypress
Park FSC
El Centro
De Ayuda
El Centro
Del Pueblo
Visit to
this FSC
was
valuable
9.65
El Nido
Lucille
Beserra
Roybal
FSC
NEW
Canoga
Park
NEW Van
Nuys
Oakwood
FSC
Pacoima
FSC
Toberman
Tom
Bradley
WLCAC
YPI
Mean
9.73
9.62
9.75
9.74
Std.
Deviation
.632
.756
.604
.676
Mean
9.70
9.38
9.62
9.72
Std.
Deviation
.687
.935
.633
.630
Mean
9.47
9.40
9.42
9.72
Std.
Deviation
1.430
.825
.812
.584
Mean
9.26
9.27
9.39
9.70
Std.
Deviation
1.837
1.464
1.174
.770
Mean
9.65
9.40
9.70
9.80
Std.
Deviation
1.418
1.483
.726
.619
Mean
9.30
9.11
9.27
9.56
Std.
Deviation
1.513
1.656
1.429
.744
Mean
9.39
9.26
9.07
9.53
Std.
Deviation
1.557
1.507
1.892
1.265
Mean
9.78
9.15
9.37
9.54
Std.
Deviation
.648
1.776
1.466
1.570
Mean
9.59
9.63
9.40
9.76
Std.
Deviation
.712
.885
.828
.437
Mean
9.44
9.40
9.30
9.43
Std.
Deviation
.867
.939
1.145
1.047
Table B – Satisfaction with Staff
Respect
the staff
shows
you
9.53
Waiting
time for
services
8.75
The
availability
of staff who
speaks your
language
9.78
Response to
phone calls
Amount of
paperwork
Mean
8.48
9.07
Ability of
staff to
answer
questions
9.42
Std. Deviation
2.815
1.844
1.062
1.016
1.849
.491
Barrio Action
Mean
9.29
9.14
9.56
9.64
9.41
9.67
Std. Deviation
1.202
1.334
.918
.830
.850
.905
Bradley Milken FSC
Mean
8.63
7.90
8.27
9.07
8.19
8.66
Std. Deviation
2.579
2.629
2.709
2.169
2.962
2.592
CCNP
Mean
9.10
8.86
9.26
9.53
9.01
9.63
Std. Deviation
1.791
2.161
1.682
1.483
2.092
1.343
Children's
Collective
Mean
9.27
9.19
9.42
9.63
9.21
9.68
Std. Deviation
1.742
1.770
1.621
1.462
1.742
1.457
CMHP
Mean
9.38
9.44
9.39
9.55
8.69
9.48
Std. Deviation
1.639
1.501
1.579
1.383
2.319
1.759
Community Build
Mean
9.00
8.72
9.18
9.31
9.13
9.40
Std. Deviation
2.141
1.906
1.799
2.043
1.929
2.039
Community Care at
Home
Mean
8.71
8.43
9.63
9.38
8.63
9.50
Std. Deviation
3.402
3.047
1.061
1.768
3.159
1.414
Cypress Park FSC
Mean
9.27
9.18
9.65
9.97
9.50
9.26
Std. Deviation
1.660
1.611
1.012
.180
1.136
1.943
El Centro De Ayuda
Mean
8.90
8.95
9.37
9.49
8.98
9.44
Std. Deviation
2.081
1.800
1.047
1.077
1.880
1.623
El Centro Del
Pueblo
Mean
8.22
8.11
8.70
9.08
7.50
9.42
Std. Deviation
2.474
2.505
1.869
2.110
3.057
1.663
El Nido
Mean
9.36
9.08
9.17
9.34
9.34
9.47
Std. Deviation
1.554
1.880
1.996
1.806
1.571
1.844
Mean
9.25
8.60
9.37
9.54
9.37
9.83
Std. Deviation
1.459
2.117
1.567
1.538
1.352
.507
Location
1736 FCC
Lucille Beserra
Roybal FSC
NEW Canoga Park
NEW Van Nuys
Oakwood FSC
Pacoima FSC
Toberman
Mean
9.20
9.20
9.20
9.58
9.00
9.61
Std. Deviation
2.003
1.727
2.061
1.386
2.154
1.471
Mean
9.23
9.23
9.34
9.80
8.94
9.89
Std. Deviation
1.783
1.839
1.589
.531
1.861
.404
Mean
9.27
9.18
9.34
9.64
9.09
9.73
Std. Deviation
1.945
2.081
1.988
1.417
2.089
1.370
Mean
8.15
8.60
8.59
9.02
8.38
9.18
Std. Deviation
2.852
1.864
2.367
1.878
2.268
1.600
Mean
8.54
8.77
9.40
9.50
9.15
9.68
Std. Deviation
2.392
2.076
1.485
1.463
1.703
.872
Tom Bradley
WLCAC
YPI
Mean
9.47
9.37
9.81
9.82
9.48
9.63
Std. Deviation
1.600
Mean
8.75
1.240
.500
.576
.976
.937
7.69
8.71
9.24
8.76
9.18
Std. Deviation
1.357
3.276
2.257
2.166
2.166
2.243
Mean
9.03
8.65
9.04
9.30
8.89
9.48
Std. Deviation
1.814
2.381
1.942
1.768
1.907
1.394
Table C – Satisfaction with Facilities
Location
1736 FCC
Barrio Action
Bradley Milken
FSC
CCNP
Children's
Collective
CMHP
Community
Build
Community
Care at Home
Cypress Park
FSC
El Centro De
Ayuda
El Centro Del
Pueblo
El Nido
Lucille Beserra
Roybal FSC
Quality of
computers
and other
equipment
8.94
Cleanlieness of
this FSC
9.11
Visibility of
FSC Signs
9.44
Access to this
FSC by public
transportation
8.95
Std.
Deviation
1.939
1.294
2.236
2.235
Mean
9.81
9.60
9.64
9.67
Std.
Deviation
.449
.760
.678
.650
Mean
8.78
9.09
8.33
8.45
Std.
Deviation
2.108
1.975
2.847
2.747
Mean
9.62
9.54
9.07
9.24
Std.
Deviation
1.129
1.168
1.802
1.486
Mean
9.63
9.58
9.29
9.35
Std.
Deviation
1.497
1.574
1.742
1.817
Mean
9.39
9.65
9.23
9.57
Std.
Deviation
1.498
1.251
1.892
1.550
Mean
9.50
9.36
9.13
9.50
Std.
Deviation
1.729
1.747
2.410
1.798
Mean
9.25
8.25
4.75
8.33
Std.
Deviation
1.488
3.151
4.500
2.887
Mean
7.85
9.36
9.39
8.79
Std.
Deviation
2.935
1.578
1.948
1.718
Mean
9.36
9.38
9.03
9.06
Std.
Deviation
1.186
1.072
1.614
1.533
Mean
9.38
8.65
9.17
9.25
Std.
Deviation
1.616
2.300
1.859
1.552
Mean
Mean
9.60
9.47
9.50
9.47
Std.
Deviation
1.289
1.457
1.516
1.544
Mean
9.40
9.20
9.45
9.26
NEW Canoga
Park
NEW Van Nuys
Oakwood FSC
Pacoima FSC
Toberman
Tom Bradley
WLCAC
YPI
Std.
Deviation
1.516
1.522
1.748
1.912
Mean
9.38
9.29
8.78
9.40
Std.
Deviation
1.483
1.758
2.311
1.529
Mean
9.70
8.94
9.38
9.79
Std.
Deviation
.702
1.999
1.267
.819
Mean
9.43
9.39
8.85
9.03
Std.
Deviation
1.778
1.944
2.656
2.539
Mean
9.19
8.97
9.13
9.03
Std.
Deviation
1.559
2.076
1.740
1.902
Mean
9.65
9.18
9.08
9.55
Std.
Deviation
1.004
1.668
1.927
1.083
Mean
9.54
9.73
9.32
9.63
Std.
Deviation
1.288
.660
1.854
.874
Mean
8.94
9.00
8.58
8.38
Std.
Deviation
1.676
1.225
2.610
3.114
Mean
9.35
9.02
9.44
9.25
Std.
Deviation
1.178
1.819
1.450
1.481
Table D – Satisfaction with Services
Overall
effectiveness
of programs
Barrio
Action
Bradley
Milken
FSC
CCNP
Children's
Collective
CMHP
Communi
ty Build
Communi
ty Care at
Home
Cypress
Park FSC
El Centro
De Ayuda
El Centro
Del
Pueblo
El Nido
Quality of
Counseling
Services
to help
your
children
9.00
Hours this
FSC is
open
Mean
9.35
9.58
9.62
Help
finding a
job
9.36
9.17
9.21
Std.
Deviation
.846
.717
.669
1.008
2.026
1.922
1.911
Mean
9.65
9.66
9.66
9.25
9.53
9.42
9.51
Std.
Deviation
.650
.914
.937
1.113
1.077
1.131
1.023
Mean
8.88
8.86
8.86
8.71
9.10
8.83
9.10
Std.
Deviation
2.406
2.219
2.237
1.993
1.973
2.380
2.022
Mean
9.40
9.43
9.35
9.00
9.47
9.48
9.26
Std.
Deviation
1.463
1.505
1.528
1.944
1.236
1.310
1.562
Mean
9.33
9.34
9.34
8.90
9.39
9.31
9.53
Std.
Deviation
1.814
1.781
1.697
2.211
1.764
1.749
1.647
Mean
9.33
9.61
9.41
9.27
9.48
9.57
9.34
Std.
Deviation
1.807
1.453
1.570
1.804
1.377
1.200
1.400
Mean
9.33
9.46
9.49
8.90
9.26
9.45
9.49
Std.
Deviation
1.595
1.398
1.374
1.875
2.165
1.894
1.317
Mean
10.00
10.00
9.20
10.00
10.00
10.00
10.00
Std.
Deviation
.000
.
1.789
.000
.
.000
.000
Mean
9.46
9.69
9.15
9.53
9.76
9.65
9.68
Std.
Deviation
1.170
.618
2.254
1.060
.539
.745
.723
Mean
9.27
9.57
9.65
8.96
9.31
9.29
9.30
Std.
Deviation
1.789
.850
.917
2.071
1.355
1.216
1.305
Mean
8.71
8.73
8.76
8.50
8.88
8.86
9.03
Std.
Deviation
2.116
2.116
2.149
2.633
1.681
2.216
1.928
Mean
9.60
9.64
9.82
9.63
9.83
9.63
9.61
Std.
Deviation
1.348
1.252
.601
.942
.470
1.301
1.285
Location
1736 FCC
Quality of
workshops
and
classes
Mix of
services
available at
this center
and its
partners
Lucille
Beserra
Roybal
FSC
NEW
Canoga
Park
NEW Van
Nuys
Oakwood
FSC
Pacoima
FSC
Toberman
Tom
Bradley
WLCAC
YPI
Mean
9.32
9.65
9.28
9.53
9.22
9.24
9.46
Std.
Deviation
1.137
.892
1.595
.915
2.022
1.877
1.615
Mean
9.48
9.43
9.46
8.39
8.46
9.45
9.48
Std.
Deviation
1.455
1.311
1.556
3.130
2.782
1.460
1.441
Mean
9.41
9.33
9.42
9.05
9.35
9.40
9.63
Std.
Deviation
1.316
1.569
.830
1.471
2.178
2.021
1.273
Mean
9.27
9.36
9.59
9.11
9.08
9.54
9.02
Std.
Deviation
2.074
2.058
1.549
2.025
2.495
1.538
2.403
Mean
9.19
9.54
9.39
8.74
9.03
9.20
9.43
Std.
Deviation
1.637
1.502
1.144
2.521
2.102
1.812
1.515
Mean
9.09
9.56
9.29
8.93
9.45
9.43
9.00
Std.
Deviation
2.009
.976
1.721
1.999
1.325
1.252
2.286
Mean
9.82
9.60
9.37
9.23
9.83
9.58
9.49
Std.
Deviation
.506
1.464
1.790
1.904
.539
.848
1.535
Mean
9.53
9.47
9.43
8.13
8.00
9.69
9.75
Std.
Deviation
.834
.990
1.342
3.563
3.712
.630
.577
Mean
9.21
9.36
9.28
8.88
9.43
9.24
9.09
Std.
Deviation
1.455
1.355
1.571
2.179
1.476
1.521
1.763
Table E – Would you recommend this center to someone like yourself?
Location
Would Recommend Center
Yes
No
Not Sure
1736 FCC
36
0
0
Barrio Action YFC
50
0
0
Bradley Milken FSC
65
0
7
CCNP
131
1
1
Children's Collective
36
0
3
CMHP
45
0
0
Community Build
46
0
2
Community Care at
Home
8
0
0
Cypress Park FSC
36
0
1
El Centro De Ayuda
43
1
1
El Centro Del Pueblo
37
0
2
El Nido FSC
58
1
0
Lucille Beserra Roybal
FSC
44
0
1
NEW Canoga Park
52
0
0
NEW Van Nuys
35
0
0
Oakwood FSC
48
0
0
Pacoima FSC
58
2
0
Toberman
Neighborhood Center
53
1
2
Tom Bradley FSC
50
0
0
WLCAC
15
0
1
Youth Policy Institute
46
0
2
Table F – How did you first learn about this FSC?
Location
1736 FCC
Friend
12
Met Staff College Member or School at event Saw Flyer Saw Building or Sign Referred 5
4
8
6
7
Barrio Action YFC
32
4
5
8
13
3
Bradley Milken FSC
33
8
5
4
15
12
CCNP
73
16
24
19
13
7
Children's Collective
14
2
1
2
2
11
CMHP
9
4
3
22
6
6
Community Build
18
6
4
7
10
7
Community Care at
Home
Cypress Park FSC
3
0
2
1
0
0
22
3
3
5
5
3
El Centro De Ayuda
25
4
4
5
7
3
El Centro Del Pueblo
18
4
3
0
4
10
El Nido FSC
38
8
3
1
3
8
Lucille Beserra Roybal
FSC
NEW Canoga Park
15
11
1
7
6
8
16
2
4
17
13
7
NEW Van Nuys
16
1
1
11
1
3
Oakwood FSC
34
4
4
9
7
1
Pacoima FSC
35
3
5
6
17
3
Toberman Neighborhood
Center
29
1
2
3
6
8
Tom Bradley FSC
23
1
1
8
14
6
WLCAC
5
0
0
0
1
7
Youth Policy Institute
23
5
3
6
3
11
Total
493
92
82
149
152
131
Table G – How did you learn about FSC: Other
Community Care at Home Family LRO IRS WLCAC Court WLCAC Court ordered Social worker El Centro De Ayuda Family Brother Probation Court Clinica salud mental NEW Canoga Park EDD DCFS Live in Tierra Del Sol Moved in this building Walking Police stacen Lucille Beserra Roybal FSC Tax preparation Hermana Amiga Por el 211 Por la iglesia Telefono (211) Pacoima FSC Someone HEAP Church Co‐worker Community Build Circle of friend Staff us a friend Lady named Joy Family Family member My mom Walk in Mom Vivo enfrente de la oficina Escuela Friend reference Oakwood FSC A mother at the park Doctor pedicatra Ferla Mi cunada recibio clases aqui y me recomendó Bradley Milken FSC Mom herd of it and signed me in Iglecia san loreso TV Television En la clinica Otra escuela Cypress Park FSC #211 Tengo 3 anos conociendo este programa Por ser comunidad con violencia pandilleril NEW Van Nuys Court Walk in New directions for youth Familiar Casa esperanza Children's Collective 211 Couthouse Online Church DPSS Court referral Family IRS Social worker Telefonico WIC Internet 1736 FCC Halfway house Community event at church Programa DCFS Internet Vibo cerca PACE El Centro Del Pueblo Por mi senora Court CMHP Walked in an asked about parenting WIA Office Neighborhood council office is here Victims/Violent crime SIPA Por el trabajador social que cunpla con el programa de victimas de crimen Walk in Corte Por la TV Tom Bradley Por una corte Community Departamento de ninos Worker Escuela Niebhood Oficial provechon Trabajo La corte me dio esta direccion Parientes cercanos relatives near DFC Toberman No Member Barrio Action Worked in the agency from 975‐98 also valenteer Amiga El Nido Walk in Mom Court order Cerbecio de ninos Lived here work out here Centro de ninos Relative works here Joint Efforts Oficial Used to come here as a child for camp daycare Travajandora social Came as a child Clinica Court Walk in Mi hijo CCNP Yo lla rabia de el servicio Mother Feria de salud Vivo en el area YPI una persona fue a dar la informacion en la escuela de mi hijo Hollwood Reentey School JL MS john Leitch Middle School Internet Antes de existir en este es pacio Remiry Home Familia Table H – Why did you come to this center?
Location
1736 FCC
Attend a class or
workshop
17
Access a Computer Help Finding a job Get Services for my Children Legal Services Small Business Services Child Care Other 2
2
9
4
0
0
8
Barrio Action
40
13
3
3
0
0
0
4
Bradley Milken FSC
31
5
8
4
7
0
2
33
CCNP
81
10
18
37
4
1
3
27
Children's
Collective
19
3
6
11
1
0
1
9
CMHP
21
9
11
4
5
1
1
16
Community Build
11
19
16
11
1
0
1
13
Community Care at
Home
0
0
0
0
3
0
0
6
Cypress Park FSC
19
1
1
17
1
1
2
8
El Centro De Ayuda
15
1
5
19
5
0
0
12
El Centro Del
Pueblo
14
3
1
16
3
0
1
13
El Nido
33
4
4
27
7
3
2
10
Lucille Beserra
Roybal FSC
22
7
4
3
6
0
2
10
NEW Canoga Park
28
19
9
8
4
1
0
7
NEW Van Nuys
12
13
2
4
10
0
0
7
Oakwood FSC
37
8
1
25
3
2
13
0
Pacoima FSC
19
4
3
1
1
0
1
39
Toberman
25
11
11
8
8
2
0
14
Tom Bradley
18
8
6
9
0
1
4
12
WLCAC
9
0
1
5
0
0
0
5
YPI
11
20
13
7
2
0
2
10
Table I – Why do you come to this center: Other
Community Care at Home Taxes Taxes IRS Taxis Asistencia de Taxes WLCAC Community service Speak with case manager Title V program Court ordered Therapy El Centro De Ayuda Get services for myself Income Tax Taxs Came with a friend Re enroll Copies for court Tutoria Para consejeria Solicitar tokens y trabajo Hacer mis Taxes NEW Canoga Park Parenting classes Parenting classes Parenting ESL classes Learning English Clase de seguridad Lucille Beserra Roybal FSC Income taxs 29 Tax Taxis Clases ESL Clases de padres Clases de ingles Taxes Computacion Tutoria Pacoima FSC HEAP Income tax Help pay utility bill Help pay bill Attend an ESL class Attend to ESL class Attend to ESL class English class For bills Come to help with paperwork Bill DWD bill Taxes HEAP HEAP Por pago de agua y lus Pago de luz Alluda de pagago de lux Ayuda en biles luz Clase de computadora y GED Para clases de computadora y GED Class ESL Ayuda para pago bill luz Ayuda para pagar la luz Pago recibo luz Ayuda para biles Ayuda con el pago de luz Para que me alluden para el gas Para ayuda de pagos Para pagar el bil Ayuda con taxes Hacer taxes Pago luz agua Buscando ayuda para pagar mis biles Para mis tax Para recivir ayuda con mi bil de la luz Community Build Transportation VITA Training Fee wavier Help with college Personal information Training To make sure they are doing right Speak with Denise Housing Traigo a mi hija a tutoria Mi hijo biene a tutoria Trabajo College information, book funds Oakwood FSC None Bradley Milken FSC Learn about tax service Meeting Basketball Community service Arobics Phone I was ask to come in To see what services they offered Just for activities Exercise class To play with the lil ones Basketball Work Volunteer services Council File taxe return Finger prints Counseling Taxes Clase de ejercicio Hacer ejercicio Preparacion taxes Preparacion de taxes Para hacer ejercicio Acer ejercicios Arobics Comite service Cypress Park FSC Tax Preperation Income Tax Taxes Taxes Ejercicios (aerobica) Aerobics Por que soy de vajos ingresos NEW Van Nuys Housing Taxes Taxes Tax preparation Preparacion de impuestos Tax Tax Children's Collective Carseat program Tax prep Utility Counseling Income tax Corte para aprender Sicologo Consejeria para parejas Consejeria para parejas 1736 FCC Meeting case worker Clase de ingles Para estupillas para comida Abuso domestica Vine acompanando a mi esposa Cita con jasmine CMHP For IGD GED Prog Sec 8 referral pay bill See the peace walk Anna Makia therapist ESL Tutoria Internship Pay bill Brought a friend Terapia Ayuda para ser taxes Consejeria Servicios de luz Tom Bradley Tutoring To help out Commertty service Work Help with rent Travel voucher Clase de Englis Para aprender un poco de ingles X las clases de ingles Estudiar ingles Classes adulto ingles Toberman Assistance for food Taxes Taxes Tax preparation Tax service Register 4 community service HEAP Community service Ayuda de pago bill Ayuda tax Taxis Informacion de taxes Serviviao de taxes Ayuda para comida y viles YPI Taxes Make bus discount Taxes Obtain info on school Taxes Taxes Agarar informacion GED Por tutoria Tokens Pregunta El Centro Del Pueblo Be with friends Parenting class Court order (parenting) Put parade application on table Tax Preparation Taxes Parenting Clases de padres Prep de taxes Por que la corte me mando a agarar clases Atraer la forma Barrio Action Ingles Tax preparation Ejercisios Zumba El Nido School School Dep Study Fill out housing authority papers School Para educarme y compartirlo Trabajadora social Clases de padres Mujeres poderosas Ayuda personal Busco ayuda para conpletar el GED CCNP Gym Child tutoring Gym Case worker Case worker Gym Gym Salud Gym Karate Hacer ejercicio Ayuda para encontrar trabajo Gym Para aprender mas Para el gym Yo traigo a mi nieto alase Gym Clases de karate Clases de karate Ejercisios Gym Clase de Tratico Exercises Gym Para clase de trafico Table J – How often have you come to this FSC in the past month?
How Often Visited in a Month
Location
One time
Two
times
Three
times
Four
times
Between
five and
nine
times
Ten or
more
times
1736 FCC
9
4
4
9
3
6
Barrio Action YFC
3
2
1
5
7
30
Bradley Milken FSC
7
9
4
10
10
31
CCNP
22
17
15
14
16
42
Children's Collective
9
4
2
12
7
3
CMHP
12
8
4
5
6
6
Community Build
5
6
8
5
15
11
Community Care at Home
6
1
0
0
0
0
Cypress Park FSC
4
0
1
7
7
14
El Centro De Ayuda
10
3
7
6
6
6
El Centro Del Pueblo
11
3
3
12
3
8
El Nido FSC
5
5
8
24
13
6
Lucille Beserra Roybal
FSC
NEW Canoga Park
13
8
6
4
2
8
5
5
2
8
6
23
NEW Van Nuys
10
3
0
5
4
10
Oakwood FSC
3
0
0
8
8
28
Pacoima FSC
20
6
1
3
3
14
Toberman Neighborhood
Center
12
10
3
8
9
9
Tom Bradley FSC
5
3
2
3
5
28
WLCAC
4
1
1
8
2
2
Youth Policy Institute
9
10
4
8
9
7
Table K – Are you enrolled in a class or program at this FSC?
Yes No Don't Know 1736 FCC
19
12
2
Barrio Action
33
15
1
Bradley Milken FSC
29
38
7
CCNP
66
49
10
Children's Collective
27
9
2
CMHP
24
21
0
Community Build
22
23
5
Community Care at
Home
0
9
0
Cypress Park FSC
21
15
1
El Centro De Ayuda
20
17
5
El Centro Del Pueblo
28
10
2
El Nido
49
8
3
Lucille Beserra Roybal
FSC
24
18
3
NEW Canoga Park
43
6
1
NEW Van Nuys
15
20
2
Oakwood FSC
40
4
2
Pacoima FSC
21
34
3
Toberman
28
27
1
Tom Bradley
26
19
4
WLCAC
13
3
2
YPI
14
33
2
Location
Table L – Enrolled in a class or program: Other
Community Care at Home None WLCAC Completing community service Anger management/counseling DVC Parenting and Anger management Anger management Domestic violence class and Anger management Parenting and DV Anger/Parent Parenting/DV/AM Domestic violence Clases para padres El Centro De Ayuda Youth counseling PC 1000 My child gets a lot of help Parenting classes Claseces de padre Clases para mi hija Padres Clases de padres Clases de padres Parenting class Consejeria Clase de padres Clases de padres Consejeria individual NEW Canoga Park Computer Computer class Computers Smart consumer edua. Computers Computer class Parenting classes Parenting Parenting Computer class Just the computer Smart consumer edua Computer family parenting ESL Class English ESL classes Computacion Computer class Computer Computer Computers English English Estudio Ingles Computacion Computacion Clases de English and computacion Computacion Computacion English English class Computacion Estudiar computacion para poder obtener un mehor trabajo y mejor futuro Clases de computadora para mi Clase comp Clase para padres Parent class ELS English Tutoria vacaciones Computacion Lucille Beserra Roybal FSC Car seat class Para clases de ingles De ingles Computer class Ingles, nutricion English ESL Clases de padres Guarderia lista de espera Clases de ingles Clases de computadora Computer Ingle y computador Clases de computacion Clase computacion Guarderia AUSO‐PICO Busca de empleo Silla D Carro Pacoima FSC ESL and Computer English class Computer class and GDE Computer class English class English class Computer class ESL English class English class ESL class Never Si quiero ESL ESL Clase de ingles y Computers ESL, CC, DED ESL ESL ESL y Computacion GED Clases de Ingles ESL Englis and computer ESL Class Community Build Financial Friends outside LA county Work shop Work source Parenting classes Tax prep Parenting Parenting Family Source Scholarship program PACE Workshop Scholarship program Oakwood FSC Reading class parent/kid Enrichment program Costura Clases para ninos de 4 a 5:30 cada jueves y taller para padres c/d jueves de 6 a 8 Clases de padres Cuidado infantil Clases de padres Programa de enrriquecimiento Programa de enrriquecimiento Hija viene a clase Enriquesimiento Enriquesimiento Ingles, computacion Y enriquecimiento Estoy iscrita en lases de ingles y computacion ESL consejeria Cuidado de ninos Ingles Con segeria para mi hijo ESL ESL ESL/Enriquesimiento School rediness Como cuidar ninos ESL Mujeres de Apoyo English En la clase ESL y enrequesimiento ESL, Clases de computacion clases de padres ESL, clases de padres carate comunidad en actioN School readiness Pre‐School Clases de ingles Clases de ingles ESL y enrequesimiento English ESL Clase de ingles Bradley Milken FSC Youth Build Exercise Therapy family conciling Physical education Aerobics Vida sana Community service and aerobics M Counseling, individual counceling parenting Vida sana Vida sana Vida sana Vida sana ejercicios Ejercicios Clase de ejercicios Ejercicios Clases de nutricia Nutricion u ejercicio Nutrison Exercise Vida sana Aciento para carro ESL Clase de ingles ESL Clases de ingles ESL Cypress Park FSC Aerobics Homework studys for my child Ingles English class Clase de padres Clase de padres Aerobics, Programa de children hosp teenagers Taller para padres Aerobics Clase de padres Aerobics Clase de padres Clase de ingles ayuda para las tareas de mi hija English class Clases de ingles Clases de ingles Clase de padres NEW Van Nuys Computer Computers Computacion Terapia familiar ESL, Computacion Computacion y escuela para padres On computer Clase de computacion Computers Clase comp Ingles y computacion Computacion Compute class Clase de computacion Children's Collective Employment class Parnteding Family resources 2 Classes Parenting, counseling Parent class Parenting class Parenting class Parent enhancement program and tutoria and terapia De empleo Clases de padres Parenting Computadora Terapia de pareja Parenting Parents terapia y tutoria Parenting terapia Computacion Matrimonial Terapia Terapia Clase de padres Finansas y conputadora Padres Clase de computadora 1736 FCC Parenting Parent class computer class ESL Clases de ingles Ingles Ingles Rosa Engsh Esgles Clases de ingles Clase de ingles clase de padres Inglish Clase de english Necesito tokens para el bus escuela Clase de padres Clase de padres Clase de padres consejeria empowerment group Consejeria CMHP GED Prep GED/Computers GED Prog ESL computers GED tutoria Computer GED Computer Terapia individual Clases de computacion Clase de computadora Computadora Computacion ESL Class Clase de English Clase de ingles ESL Computadora Clase ingles Clases de ingles y computacion ESL computacion y vilencia domestica Violencia domestica Tom Bradley English classes/tutoring Class of english English class ARAA Ingles English English Clase de ingles Clase ingles Clase de ingles Tutoria y clase Mi hija resibe tutoria Turtoria ESL Clases de ingles para adultos English Clases ingles Ingles ESL lab computer GED and more ingles Tutoria Tutoria Obtener comida Toberman Computer/DV Typing class Keyboarding Councling Computer lab PC1000 Anger management Anger management Community service Not yet Parenting Anger mag Anger management Anger mgnt Anger management PC1000 PC1000 Class computadora Cuidado de ninos Computadora Typing Computacion Clase de computadora Ingles y computacion Computacion Computacion YPI Parenting Art class tutoring for son Parenting classes GED and Parenting Class Art class Sign up Resume/Job skill ISL Yngles Arte Y Cultura Crochet, Ingles Ingles Busqueda de trabajo El Centro Del Pueblo 12 Step: Parenting, Counseling Therapy Parenting Parenting Parenting Parenting Drug classes Parenting class Alcohol and Drug program Tutoria Clase Tutoria Tutoria y Consegeria Clases de padres Terapia individual para hijos Clases de padres Me gustaria Clase de padres Droga para mi hijo Clases de padres consejeria Clase de con Gina Clase de padres Clase de padres Consejeria Clase de padres Para padres Clases padres No Clases para padres Barrio Action ESL ESL ESL Clases de ESL Clases de Engles Clases de ubgles y computacion Clases de ingles de computadora I study English Ingles y Computacion Eglises Solo estudio English ESL ESL and Comp. Class Ingles y Computacion Clase de ingles y computacion Ingles Ingles class Inlges Ingles Ingles y Computacion Zumba English school Ingles Tutoria Englis and computecion ESL Comp Engles Asisto auna clase Clase de ingles El Nido Independent studies Epic LACOE LACOE Clases para padres Groupo de autoayuda Clases de padres Clase de familia Programa de padres con adolecentes Programa de padres Padres con adolecentes Padres con adolecentes Clases para padres Clase de padres Ayuda para la fam clases para padres Clase para padres Alluda para padres Clase de padres Hayuda para la familia Ayuda para familia Parenting class Ayuda flamilias Mujer en poder Mujeres poderosas Mujeres poderosas Mujeres poderosas Apoyo a la mujer Mujeres poderosas Junta de padres Mujeres poderosas De padres Women support Clase de padres clase de mujeres Clase de ingles Mujeres poderosas Padres Mujeres poderosas Mujeres poderosas clase de padres Mujeres poderosas Gropo de apoyo Clase mujeres superacion personal Mujeres poderosas neurolicas anonimos Mujeres poderosas clases para mis hijos y terapia para mi hijo de 14 anos CCNP One source One source Gym ESL Gym Jobs Jobs Yoga y martial art Ingles y computacion Costomer service Mi hijo totoria Curso de trabajo Clases para padres Clases para mis hijas de tutoria y a mi para taller de job search Recursos Karate Karate Clase de computer Ingles En clase de conputasion mis hijas en tutoria Para el gym y algunos talleres que importen aqui casi siempre asisto a todos son muy buenas benefisios ami persona y para mi familia estoy muy contenta de que existan estos lugares Clase de ingles y seria bueno que sea 5 dias a la semana gracias Gym Clase d computation Computacion Mi hijo en karate mi esposa en ingles Mi hijo en karate yo en clases de ingles pero me voy encribir Clase de padres Clase de ingles Clases de hip hop Ingles y computacion Clases de ingles Gym Egercicios Clase de ingles y de computacion Gimnacio Ginnasio Inglis Clase de ingles y conputacion Clase de ingles Mi hijo esta en karate y yo en el gymnacio Martial arts gym Exercises and UCLA tutoring Gym Mis hijos esta tutori Gyn Preestamo de juguets Aorita no pero si en el pasado e asistido a aerobics y gimnasio Computacion y mi hijo en tutoria Ingles, computadora Talleres Talleres Tutoria Tutoria Clase de computacion Hip Hop Gym Ingles Tidoria Ginacio Women Suppor Table M – Surveys Completed by Language
Language
Location
English
Spanish
1736 FCC
3
34
Barrio Action YFC
2
48
Bradley Milken FSC
52
26
CCNP
19
116
Children's Collective
15
26
CMHP
23
25
Community Build
43
7
Community Care at
Home
Cypress Park FSC
4
5
8
29
El Centro De Ayuda
16
29
El Centro Del Pueblo
17
26
El Nido FSC
6
57
Lucille Beserra
Roybal FSC
NEW Canoga Park
11
35
26
28
NEW Van Nuys
9
28
Oakwood FSC
3
45
Pacoima FSC
22
42
Toberman
Neighborhood Center
Tom Bradley FSC
39
19
19
31
WLCAC
15
3
Youth Policy Institute
33
18
Table N – Surveys Completed by Gender
Gender
Location
Male
Female
1736 FCC
6
30
Barrio Action YFC
6
44
Bradley Milken FSC
29
47
CCNP
32
97
Children's Collective
10
31
CMHP
12
36
Community Build
11
38
Community Care at Home
3
5
Cypress Park FSC
3
34
El Centro De Ayuda
10
35
El Centro Del Pueblo
10
27
El Nido FSC
9
49
Lucille Beserra Roybal FSC
7
38
NEW Canoga Park
15
37
NEW Van Nuys
15
22
Oakwood FSC
4
43
Pacoima FSC
11
48
Toberman Neighborhood
Center
Tom Bradley FSC
23
34
17
33
WLCAC
2
16
Youth Policy Institute
29
20
Table O – Surveys Completed by Age
Age
Location
18-25
26-40
41-55
56-70
71 or
more
1736 FCC
3
21
7
6
0
Barrio Action YFC
2
20
20
5
3
Bradley Milken FSC
20
24
20
5
1
CCNP
22
62
39
9
1
Children's Collective
7
14
19
1
0
CMHP
2
23
18
4
1
Community Build
20
14
13
1
1
Community Care at
Home
2
0
4
2
0
Cypress Park FSC
2
10
16
6
2
El Centro De Ayuda
6
20
16
1
2
El Centro Del Pueblo
4
24
10
2
0
El Nido FSC
6
34
20
1
0
Lucille Beserra
Roybal FSC
4
22
11
8
1
NEW Canoga Park
3
26
15
6
2
NEW Van Nuys
5
15
7
10
0
Oakwood FSC
7
29
11
0
0
Pacoima FSC
5
19
26
7
1
Toberman
Neighborhood
Center
Tom Bradley FSC
13
26
16
2
0
7
22
9
12
0
WLCAC
6
6
4
2
0
Youth Policy
Institute
9
24
12
3
1
Table P – Other Characteristics
Employed
Full Time
Employed
Part-Time
Unemployed
Child in
School
1736 FCC
5
7
17
18
Child Who
Needs Help in
School
5
Barrio Action YFC
8
8
16
24
8
Bradley Milken FSC
12
11
28
20
5
CCNP
17
19
59
64
28
Children's
Collective
CMHP
3
9
17
15
7
4
13
22
14
5
Community Build
5
8
27
17
10
Community Care at
Home
2
4
2
1
0
Cypress Park FSC
6
6
9
13
6
El Centro De Ayuda
8
5
15
20
15
El Centro Del
Pueblo
El Nido FSC
10
9
12
19
11
15
7
28
32
21
Lucille Beserra
Roybal FSC
9
6
19
18
3
NEW Canoga Park
7
3
35
16
8
NEW Van Nuys
7
8
16
8
1
Oakwood FSC
2
4
18
31
7
Pacoima FSC
4
8
34
25
7
Toberman
Neighborhood
Center
9
13
28
18
6
Tom Bradley FSC
5
13
24
14
8
WLCAC
4
5
5
3
2
Youth Policy
Institute
4
8
32
9
5
Location
Table Q – Education
Education
Location
Elementary/Primary
School
8th Grade
Completion
Some High
School
Some
College
Associate's
Degree
Bachelor's
Degree or
more
4
High
School
Diploma or
Equivalent
2
1736 FCC
13
10
Barrio Action YFC
17
16
4
0
2
9
5
1
0
1
Bradley Milken FSC
12
13
11
17
8
0
5
CCNP
39
40
14
20
7
3
4
Children's Collective
9
9
6
6
5
1
2
CMHP
15
3
14
7
7
0
2
Community Build
2
2
9
16
16
3
1
Community Care at
Home
Cypress Park FSC
3
2
0
2
1
0
0
16
6
5
5
0
2
1
El Centro De Ayuda
11
13
56
7
4
2
1
El Centro Del Pueblo
10
7
3
6
6
4
2
El Nido FSC
21
16
14
4
2
1
0
Lucille Beserra
Roybal FSC
NEW Canoga Park
15
10
5
9
2
3
1
6
11
9
7
14
2
3
NEW Van Nuys
8
11
7
5
4
1
0
Oakwood FSC
14
15
3
10
1
1
2
Pacoima FSC
18
11
4
13
5
1
1
Toberman
Neighborhood
Center
Tom Bradley FSC
7
7
12
15
11
2
2
16
7
0
5
9
5
5
WLCAC
0
1
6
6
4
0
0
Youth Policy
Institute
6
4
10
14
10
3
3
Table R – Ethnicity
Race
Location
Black
White
Hispanic
Asian/
Pacific
Islander
Bi-racial/
Multiracial
Other
1736 FCC
1
1
32
0
0
1
Barrio Action YFC
0
2
47
1
0
0
Bradley Milken FSC
22
3
48
0
3
0
CCNP
1
2
127
1
0
0
Children's Collective
7
0
33
0
1
0
CMHP
17
0
29
0
0
2
Community Build
33
0
13
0
1
3
Community Care at
Home
1
0
4
0
0
2
Cypress Park FSC
0
3
34
0
0
0
El Centro De Ayuda
0
0
42
0
0
3
El Centro Del Pueblo
0
0
37
2
0
0
El Nido FSC
0
0
31
0
0
0
Lucille Beserra Roybal
FSC
0
0
43
1
0
2
NEW Canoga Park
0
6
42
1
0
4
NEW Van Nuys
1
1
33
0
0
2
Oakwood FSC
0
0
47
0
0
0
Pacoima FSC
5
1
53
0
0
1
Toberman
Neighborhood Center
8
10
37
0
1
1
Tom Bradley FSC
7
3
36
0
0
3
WLCAC
10
1
6
0
1
0
Youth Policy Institute
9
5
30
1
1
2
Table S – Ethnicity: Other
Community Care at Home Persian Israeli WLCAC None El Centro De Ayuda Chicano Mexicano NEW Canoga Park American indian Latino Human raza Lucille Beserra Roybal FSC Mexicana Latina Pacoima FSC Portuguese Native American Community Build Mixed I don’t think this matters Oakwood FSC None Bradley Milken FSC None Cypress Park FSC None NEW Van Nuys American indian Chicano Children's Collective None 1736 FCC Latino CMHP Native American/hispanic Indian Cherokee Tom Bradley Nigerian Sri Lankan hispanic Toberman Chicano Brown n proud Indian YPI African American El Centro Del Pueblo None Barrio Action None El Nido None CCNP None Table T – Comments
Community Care at Home
Thank you so much for helping me this
money is going a very long way!
lot of money. Please stay open for many
years.
Family oriented
Im a wonderful person and I took this is a
very a good country. Eliva Barajas am a
very wonderfull lady.
None
Les doy las gracias en monbre de todas las
personas a las que alludan y sola que
continuen alludandonoes mucha gracia. Que
dios los vendiga.
Well they antend you the right way and help
you as much as they can with any program
you need.
WLCAC
Timely availability of the assistance in the
purchase of school books for the clients
needs improvements
Yes I didn’t answer number 31 because I am
under a training program under the state title
V for aging
Not at the moment. Thank you
This center is a lot of help for us hipanics. I
love the fact that they help u with
everything.
NO
We have a good case manager Alma A been
very helpful good person
En lo que a mi respecta ha sido de gran
ayuda
NO
NA
I enjoy the wensday parenting class with
miss Jackie and also the Monday womens
groups with Ms Angela
Gracias
Que me ayudaron mucho
NO
Necesitan los muchachos nos supervicion y
algunos programas que realmente seden y
cuplan con sus quiaceres todos por igual
aiga mas horden cuando esten afuera o
dentro del plantel.
NO
El Centro De Ayuda
NO
Very happy in having my taxs done. It has
benefit me, since I retired and do not get a
Gracias
Gracias por la ayuda que brindan a todas las
personas necesiadas que como yo por algun
motivo nos vemos en a necesidad de recorrir
a este centro dios los bendiga
Esta muy bien para personas que
necesitamos
Espera que nos ayuden
Gracias por ayudarme com esta clase que da
alma
Just thank you! For allowing me to learn
how to access a computer.
Exelente lugar
Family Source Center is very useful
resources one for me and who like me.
Ojala que no sea uno de los que cieren
Es muy buena la ayuda del centro
NA
Ninguno todo muy bien gracias
La Sra Alma Luevano es una excelente
trabajadora que a llenado todas las
aspectatiuas cuando e nesesitado es muy
pontual eficas y servicial.
Very thankful to be here thank
I think this is a great opportunity for people
who need the help.
Parking is bad and only one hour parking on
street
Keep up the good work and thank you for
the chance to let me be here.
Ninguno
Keep up the good work ans thank for the
help
Ninguno todo lo que ofresen es ideal para
las necesidades
Every one here is very helpful and the
programs are very hep full
Para mi familia a sido de mucha ayuda mi
trabjadora a sido muy eficiente siempre
amable y me ayuda su nombre Erika Luna
NA
Meda mucho gusto que alla institusiones
como esta ahora que estamos en estas
situasiones. Y que ayudan muy
amablemente gracias
This is a much better facility than the senior
centers iver been to for availability.
Me gustaria tutoria para ninos de 1 grado
Gracias por apoyar a la comunidad a Luis
Pena por todo su apoyo
NEW Canoga Park
NO
I would like to know about parking lot
because thhis building doesn’t have for
students
NO
NO
No todo esta bien para mi
I am pleased to have access to such services
Im from Chicago and have been here 8
months thanks for your help!
Sobre el Maestro Ray es una persona muy
capacitada y nos tiene mucha paciencia
I am happy to be here it is a blessing
Yo creo que sirve a muchas per sonas y
cuando puedo lo recomiendo
Tenemos un buen maestro de las clases de
computacion es atento muy onesto
esperamos tenerlo siempre
Cuidado para ninos en algunos cursos que
no tienen
Es interesante por que ayuda a personas que
lo necesitan
Mas informacion acerco de proveer alguno
trabajo
Ninguno
No ninguno estoy muy satifecha con los
servicios muchas gracias sinceramente
No
No todo esta bien ya
Solo en lo q' respecta a guarderia , porque
limitan la aceptacion de los ninos si las
madres solo estudian Ingles, si este es basico
para la superacion y aceptacion en este pais
Fam Source is the best help in the valley
Excelente servicio
Me gusta y estoy contenta con lo que hasta
ahora he visto, me gustaria mucho que las
personas que lo necesitan lo aprovechen
Gracias por alludarnos
Yo resibo mucha ayuda del centro
commiunite thanks
Estoy agradesida con este centro
NO
Es muy bueno el o las servicios que ofrese
esta escuela
Que hay muchas ayudas para los que
necesiten que traten de aprovecharlo
Ahora con esta nvo recepcionista q me
atendio 2 de marzo fue mucho mas amable
Esto contenta con el centro
El trabajo y la amabilidad son excelentes
Ninguno
Doy gracias a este centro por satisfacer mi
necesidad de aprender computacion
Lucille Beserra Roybal FSC
Todo bien
Thank you
Pacoima FSC
Everything is fine thanks
Just that they would need someone at the
front desk to be polite not professional
Muchas gracias por sus servicios
NO
Muy buen servicio y atencion para la
comunidad
No por el momento solo gracias
I was disappointed last year because the bill
was not paid the DUP told me I was given
the wrong info today regarding what I had to
bring. I have to come back. I was given a
number to call re: the bill not being paid
when it had been verified here that it would
be $121.00 and i called it 3 times the
recording said they will respong with 48 hrs.
they never did.
I would like more programs doe adult to
cook, to paint, etc.
Es my bueno este centro agradecido
NA
Se portaron bien con uno muy amables
Some times the women answer with but
acctitude don’t have respect to the people.
No todo esta muy bien gracias
NO
No Thank you for the help I have received
This program is excellent for our future.
Well I like avery bady
Receptionist needs to speak clear on phone
and staff needs to be more respectful
It very close far me. The staff is very good
Nope
Overall satisfied
It’s a good resource
Esta muy bien
Muy buena atension y pasiensia
Fix tha computars and clean up what is
downloaded on tham, childran work on tham
and I have seen porn.
Estoy my agradecida con el centro
No thanks everythings fine for now
NO
The counsel is awesome the politeness of
the staff is amazingly suprising and the
reality of places like this is so great I
wouldve been lost without the centers help
thank you so much!
Todo esta muy bien todas las personas
atienden muy bien
Me gustaria que tubieran mas clases para
ninos de edades primaria, por las tardes. Y
mas clases como nutricion para adultos
sicologia y como ayudar a nuestros hijos
Que esta muy bien los servicios que tienen.
NO
NO
No todos tenemos documentos de
identification y aqui para ayudarnos nos
piden ID creo que es un area latina que
ocupamos esta ayuda y se nos niega por no
proveer identificacion
Community Build
You need space on 34 that say student
Great job don’t give up on us or future
generations we need you please thank you
I think this is great for our community you
don’t find to many places that will assist you
the way the family center does
None
Is helping me get all my stuff together
This resource center is very informative and
helps people get the resources they need to
be successful.
None
No
Great center!
Para mi es un centro muy valioso que ayuda
a muchas familias
None everything fine
No
NA
Bueno que lo sigo apoyando por el
viernestar de los ninos y sus padres muchas
gracias
This organization is very helpful it helps me
with school, work, health etc
Que nos gusto mucha la ayuda de este centro
Thank you
NO
No
Que continue el apoyo hacia los ninos y sus
familias por mucho tiemp mas ya que es
muy importante y alludan mucho
Yes a good center for jobs and education
NO
NA
Gracia todo la ayuda q nos ofrecen
Yo amada siempre que bengo a esta oficina
me a tiende cuando nesecito ayuda yo
reconmendaria a tras personas
Me gustaria que ubiera mas maestro
capacitados en tutoria y responsables
Ninguna todo esta muy bien
Son personas muy amable y nos ayudan
bastante
El centro es muy eficiente en todo lo que
ofece, merece ser apoyado mas por el
gobierno para ayudar a muchos estudiantes y
familias
Gracias por su ayuda y apoyo hacia mi y mi
familia
Oakwood FSC
The center is a good place for kids to
develop their learning. I hope this survey
helps to create new programs
No estaba enterada que hay ayuda para
buscar trabajo
NO
Este centro por lo regular va mas alla de mis
espectativas por que siempre esta al
pendiente de mi y mi familia
Es bueno saber que hay ayuda para nuestros
hijos
Me ha ayudado a superar depresion y a mi
hijo ahora habla mas y sabe muchas cosas
muy buenas
Este centro es excelente
Me gusta mucho como ellos son en so
carisma son alegres nos reciben con
positividad y tambien estan dispuestos para
escucharnos y ayudarnos.
Servicio para los estudiantes que proven
sobre una totoria is tambien sobre clases de
valet
Yo recomendaria este programa a toda la
gente que tenga nino de 0-5 porque este
programa ayuda mucho a los ninos
Que es un excelente lugar para todas las
familias que necesiten hayuda
Q lo recomiendo a todas las familias con
ninos de 0-5 anos proq' ayudan muchisimo
con la educacion y el aprendizaje y para los
padres hay muchas oportunidades de
estudias diferentes programas
Yo recomendaria a otras familias en este
centro
Estoy muy contenta con los servicios de este
centro
Todos los servicios son muy buenos
Todos los cervicios son excelente
Que siga por muchos anos mas porque es
muy bueno y ayuda mucho
Bradley Milken FSC
The best!
Ive been to only one other family source
center than this one and ir pales in
comparison other agency in the conty don’t
even have these services.
No
NO
NO
The staff are wonderful people very polite,
and respectable human beings. I love
coming to the center and bringing my
children im glad I found this place
NO
None
No
Seeking employment
Help the drug center in some computer skill
so we can help our on self thank you please
I love the services that they give to the
community
It is a great asset to the community
NA
NO
NA
This center helps a lot, the kids the parents
in the community.
Cool place to be
Should stay open later mondays Friday and
open every Saturday
Hasta ahorita estoy satisfecha gracias
Otro dia de clase para ejercicio
Por lo que he visto tienen mucho porgramal
para mantener la juventud ocupada un
deportes y otras cosas
Siento q' esta bien con todos los programas
de alluda que tienen especial para los
jovenes y personas talves de vajos recursos
Que den mas dias de ejercicio
Estoy muy contenta con los servicios que
recibo
Estoy muy contenta por los ejercicios y todo
el programa
Mas disiplina y control para los ninos que
asen tarea mas silensio mas comonicasion y
atencion para los ninos porque hay mucho
desorden no hay control
Estoy muy satisfecho con este centro por
que me han ayudado mucho y estoy
aprendiendo por que tienen buen equipo de
trabajo muchos gracias por su apoyo
Este centro esta muy vien y etoy
aprendiendo mucho en este centro
Este plantel no ayuda mucho yo en la
personal digo que esta muy bien para la
comunida tiene mucha ayuda que nosotros
nesesitamos
El sentro tiene muchas ayudas para todos
engeneral
Thank you for helping my daughter with her
homework from school everyday it’s a big
help to me.
Que las muchachas que hayudan a los ninos
con las tareas les cheque mejor las tareas si
lo hicieron correcta
Sugeriria hubiera mas talleres disponibles
Me gustaria que hubiera mas actividades
dentro del programa para motivarlos mas y
asi obtener gran aprendizaje y mejor vida
saludable
Nacieron mis 4 hijos en esta comunidad
dentro de unambiente entre familiar y
pandilleril, rescatanto jovenes y ayudando
como voluntaria hacia mi comunidad de
hecho este centro es de mucha ayuda para
nuestras familias. Coopere con nosotros
proporcionando programas multiculturales
los padres siempre apyamos!
Deseo que nuestro centro comunitario
permanezca aberto y brindando la ayuda y
recursos a nuestra comunidad
Es muy bueno el sentro y tiene personas que
a tiende con mucha amabilidad gracias
Estoy satisfecha con el centro
Felicitar al personal responsible de este
centro por su labo humanitaria por estar
trabajando para nuestra comunidad
No en este momento
Nesesitamos personas que ablen espanol
Cypress Park FSC
None
I am very happy with the services a have
received in this center. The staff team is just
amazing! Thank you!
Que vemos mas programas para padres
Me gusta estar aqui pero nesesitamos mas
talleres para padres
Necesitamos mas clases para padres
Necesitamos mas talleres para ninos
Ne se sitamos mas talleres para padres
Nesesitamos mas talleres para padres
El servicio me parece excelente
NO
Children's Collective
Que aiga mas clase para padre y que aiga
alguien que able espanol cuando uno
nesesite preguntar algo y que nos puedan
ayudar
Thank you for all your help and services
NEW Van Nuys
Nice staff warm non judgement
I love the people here the really care to help
and to learn
Very pleased good program
There very helpful thank you
NO
It a good place to learn
Excelente service
NO
Fue y es gran ayuda para mi
Gracias por los servicios que ofesen
Gracias por su servicios
Que es muy bueno y ayuda a mi familia
tiene lo ke necesito esta sercas de don de yo
vivo
Estoy muy contento
Para mu todo esta muy bien yo qiero q si
hay otra vez el programa de el VHI q me
gusto mucho proque es muy interesante
Buenisimo para gente bajo recursos
This was a nice center and a great parenting
program thank you for letting me attend and
thanks for making this class free for me.
Thank you everyone.
I don’t even know I just walked in they gave
me a survey
NO
I just walked in ten mins ago for the first
time
Me parece excelente los servicios pero
pienso que en mi clase de padres se van muy
rapido que no me dan ni tiempo de reacciona
gracias
Todo esta muy bien
I have learned a lot through the parenting
classes I have already put in practice some
of the things that I have been taught and I
am seeing results I am very happy with this
program.
NONE
No todo para mi es bueno
NO
Ninguno todo esta muy bien
NO
Mi comentarios es que la verdad me siento
muy contenta al venir a estas clases y me
voy muy satisfecha de aver asistido cada
Me gustaria que continuara, es de gran
ayuda
Mucha ayuda para todas las personas muy
bueno
semana si bueneen abril otras clases yo
regresario con mucho gusto
Me gusta porque lo tengo cerca de mi casa y
lo atinende ven
Ninguno todo esta muy bien
Me gustaria que las clases de ingles tambien
fueran por las tardes
Todo esta muy bien
NO
Todo esta muy bien
Estoy muy agradecida por sus servicios
Tener mas informacion sobre como ayudar
parejas en crisis
NO
NO
Esta perfecto el centro
NO
1736 FCC
Las personas que nos ayuden son amables
Copier should be in the office. It takes too
long to wait for services becaue the person
has to walk down several offices printer was
brought in later on.
Solo pienso que el centro es de gran ayuda
para muchas personas como yo muchas
gracias por la ayuda
Si megustaria que funcionaran las
computadoras porque so lo sireve 1
NO
Estoy muy satifecha 100% con todo el
servicio que me han ayudado el Sr. Alberto
Horo y la Srita Violeta muchas gracias a
todo el persoan de 1736 Family Crisis
Center
NO
CMHP
Ninguno
Doy gracias por tener el centro magnolia
place por darme la oportunidad de venir a
aprender ingles como segundo idioma
En el centro nos ayudan mucho con
consejeria para nuestros hijos y para
nosotros los padres
Es muy bueno y esta my cerca de mi casa y
me breidan ayuda egene diaro cuando lo
necesito
Seria bueno que pongan mas centros de
servicios como este
Hopefully programs like this one will
always be available to people that really
need it
This is one of the best centers I have
attended mainly the GED Class
Can you please buy another big (board)
pizarron because is small we have in class
NO
Case manager was so informative, polite
made feel important
NO
Thanks, for being here for me!
N/A
Me gusta su seriedad responsabilidad y
amabilidad
Very helpful and look for the best from them
Quiero decirle que ay muchos servicio pero
cuando uno va a la oficina no tienen esos
beneficio donde uno puede en contrar
Ger more paid training programs
Mas informasion sober los serbicios
Nice to meet the lady who introduced me to
my first Mcdonalds meal will never forget
Ist page wrote he was partially blind so I
helped him fill out the survey
No ther isnt no more question
Muchas gracias por su ayuda
Just that I feel really comfortable with the
staff their interest in helping me and in the
class I learn something new every week
Tom Bradley
Good people
NO
Keep up the good work. Thank you for all
you do for all of us
Fashion please
I really enjoy coming here
Anthony Nicholas is the best!
NA
No solo bengo a terapia
NA
No esta bien grasias
The center has been a valuable asset to me
the computer center the computer classes
and staff have been a tremendous help to my
knowledge
Mas horas de practica
Seria muy bueno si hubiera mas talleres o
clases diferentes como cosina arte o dibujo
como cursos sortos de aprendisaje para
padres y ninos la familia junta o unioa para
aprender
Muy vien para lo que necisito todas las
personas
Todo esta mui bien en lo peronal solo vengo
a tomar clases de computasion gracias
You guys are doing a great service
Muy satisfecho grasias
Muy satisfecho grasias
Estoy muy contenta proque puedo venir a la
escuela con mi hija
Queremos mas apoyo de toqueus para el vas
Si quiero decirle que estoy muy contenta por
que puedo estudiar engles mientras cuidan
ami hija muchas gracias
NO
Fantastico
Estoy muy satisfecha
Este sentro es muy importante para mi y
para mis hijas porque nos ayuda mucho
gracias
Phone system-to answer calls for the public
is not satisfactory need to work on the
system and referals
Todo esta perfecto sigan adelante
NO
Necesitamos clases de computacion en
espanol
none
No porque ? Porque me parecio perfecto
todo
Que les dios las gracias por esa grandes
ayudas que les dan a toda la comunidad
latina y quien lo nesesita gracias por su
alluda
Otros actividades para los ninos ahora en
vacaciones
Dave is great ! Very respectful and
informative
Dave Spitzer
To Berman kick ass 4 shure
This is the best center and that I could
recommend this to anyone great place
overall
NO
This is an excellent family center and I
would refer more people to it
Clases de computador en espanol
NA
Que estoy aprendiendo algo mas en este
centro y se que saldre de este centro no
como entre no solo estoy pasando si no que
obtendre y aprovechare la ensenaza id y en
senad a todos thank you so much
Everyone is very helpful and respectful.
Toberman is a great orgranization that helps
everyeon in the community im very
satisfied.
Es un centro muy muy bueno especial mente
con el persona Tony
Have a nice day
So far has been very helpful!
NO
Toberman
N/A
Love coming here and talking to everyone
The staff is great
N/A
None
This center has guided me on a better path
NA
Ive been coming here for 35yrs and seen a
lot of wonderful changes keep up the good
work!
NONE
Estoy muy satisfecha
Puedo decir que me siento agradecida con
TNC por la ayuda que me presta Gracias
El servicio es de una gran ayuda para la
comunidad
Es bueno que nos ayuden a socoaonar
problemas gracias
Yall should have jobs that are seeking for
employedment to come and have meet with
people
Nice people
Si q cada vez q visito este centro me siento
muy bien muchas felicidades por el apoyo
qnos brindan
NO
Que ayudan mas a las madres solteras por
que son lo que mas lo necesita
Ninguno gracias
Que el personal no atiende como deve ser
Pienso que todo esta muy liempio ordenado
YPI
NO
Blessings and thank you
Todo esta muy bien gracias
Keep up great work
Por favor la proxima vez que no tengan
clases notifiquen por telefono
This place is really helpful and all the staff
is great really a thumbs up place, thank you
kevin callia
Gracias por sus cerbicios
No
El Centro Del Pueblo
No I don’t have any comments
Nice center
Staff is great
Over all for satisfied what service for my
son nice people
They should try to get you services within a
reasonable amount of time
Know
Yes
No
Computer access that work
I have not received service yet
N/A
Keep doing a great job
The enrolment in the center is always a mess
they had lost my paperwork a couple of
times and it is not a good idea you have to
sign in giving your birthdate information.
I don’t use any of the services that I have
seen but it looks like a well run program
with excellent staff
Excellent job performance and wonderful
people /staff
Not at this time
Friendly people nice enviornment
Muchas gracias por darnos ayuda y atencion
mi famila es mejor por sus servicios
NA
Efectivo y ayuda con todos los jovenes en
consejeria
Estare siempre visitando este lugar y vuscar
mas informacion
Todo esta muy bien y gracias por su apoyo
Ninguno todo esta bien gracias
Si cuando entramos en la entrada y
salvdamos nunca responden una que otra
persona contesta y eso no es correcto gracias
Ninguno
Mucho tiempo de espera para poder tomar
las clases de padres con el o los hijos
supuestamente por que no hay consejeros
Si pues solo darles gracias a todos los que
trabajan aqui Y felicidades
Estoy muy contento con todas las profesoras
y el personal del centro creo que es excelent
Muy Bueno
Que continue ofreciendo los servicios
porque es muy importante para mi y tambien
porque esta cerca de mi vecindario
Es tu muy vien gracias
Si estoy muy satisfecha por todas las
actividades que tiene Barrio Action
Ninguno
Estoy extiewadamente satisfecha con los
servicios provistos
NO
NO
Solo gracias por alludar a muchas personas
que lo necesitamos
Ninguno
Barrio Action
I like this center very much I am fully
satisfied services or teaching very good
thank you so much
Las maestros excelente
Que no me gustaria qi quitaran las ayudas
porque es muy necesario
Por favor tomar nota a cerca de mas
parqiuadero para los estudiantes nunca hay
espacio
Me gusta mucho este centro y su atencion a
la gente
Que no nos recorten los horarios para asistir
a este centro son muy utiles y nos benefician
a todos ayudaenos a mejorar no nos corten
las clases
Todas las maestras son muy buenas y
pacientes por favor conciderar esto porque
las adultos somos mas dificiles que los ninos
gracias
Si que tu vieramos permiso de usar el cuarto
de ejercisios
Muy buenas todas las clases
Me gustaria que dieran case matematicas
NO
Muchas gracias por la labor que efectuan
para ayudar al publico sin distinciones
Muy bueno y con una extructora excelente y
muy eficiente comprenciba y onesta gracias
Es muy exctente invito a todas las personas
a las clases de ingles
Que les agradezco por todo el apoyo
proporcionado
Que la recomendamos atodas las personas
que vengan a clase de ingles
Estoy satisfecha en todos los sentidos y me
ha cervido mucho en mi familia
Que no quiten las clases de ingles porque
nos hasen mucha falta gracias por alludarnos
Si tener mas personal en la institucion
El Nido
The la recepcionista la joven de lentes es
muy irrespetuosa y muy desagradabe y no le
gusta ayudar cuando uno tiene una pregunta
y se molesta cuando uno le abla.
Estoy buy contenta de este axistir centro
familiar
Darle las gracias por que nos ayudan a
padres de familia todos muy amables y
merecen un buen salario se lo merecen
bravo por ellos y por su paciencia
Los miro buenos y nesesarios ara la
comodidad yo como padre me paresen
utilies y nesesarios para la comunidad
Todo muy bien satisfecho en todos las
consejerias y atenciones todo funciona muy
bien
Me encantaria tener un salon mas grande y
comodo con air acondicionado
Buen programa
Buen programa
El programa me a ayudado mucho y ayuda a
mi familia
Es muy inportante
Todas los recursos q dan son muy buenos
espero q sigan apoyando al Nido para q nos
puedan seguir ayudandonos gracias
Todo es lo mejor
La verdad q es muy buen sentro yo lo
recomendaria a muchas personas
Todo bien
Que es algo que nos ayuda mucho y hay
mucha gente que no sabe sobre esto
El centro es el mejor lugar de cervucui que
he conocido
NO
NO
Es un centro espectacular de cervicios muy
buenos con una exlrtora ,uy eficiente
conprenciba y extrita y excelente gracias por
ayudarnos sobre todo con mi hijo
Los felicito muchas gracias
Soy persona indepeniea yo trabajo
Si el espacio qu tenemo en nuestra es muy
pequeno nos falta espacio ya que somas
muchas gracias
El centro es excelente alluda mucho a las
familias
Agredecimiento por la ayda a mi superacion
me gustaria optener mas educacion para
optener el GED y si es posible computacion
Es la primera visita que estoy viniendo y
pode encontrar muchas cosas para mi
benefisio familiar
Yo estoy muy satisfecha que mis ninos esten
muy contentos en el centro gracias
La clase de mujeres poderosas a mi me a
ayudado mucho y la verdad siento que la
nesesito porque cuando no vengo siento
como que me hace falta algo como que me
perdi algo muy valioso como que si me hizo
falta cargar mi bateria de mi mente y mi
corazon
Ninguno que todo funciona bien
CCNP
Podrian por favor dar mas tiempo a las clase
de karate y el ginnasio
NO
Que me ayudan con lo nesesario para poder
ayudar a mis hijos
Gracias por la ayuda que me dan
NO
NO
Keep up the good work
Great job to open the gym 7 Days
Thank you im very pleased to be here and is
a pleasure to make buisness with you all
NO
Im very satisfied with everything they offer
at this center the staff is very helpful
Keep up the good work thank you
It’s a fun and educated center
It’s a good center help you a lot in school
work and other personal things work..
Que es un buen lugar y ayuda mucho los
servicios que dan aqui y nos venefician a
todos y gracias por todo
Que siga operando y ayudando a la
comunidad como hasta ahora por que la
major parte de las que asistimos somos de
vajors recursos
Que los felicito por apoyar la comunidad
Estoy muy satisfecha por el apoyo a mis
hijas sin embargo no he logrado encontrar la
ayuda para mi busqueda de trabajo.
Tambien considero que el trato deberia ser
mas equitivo sin preferencias
Me siento que bueno que no se cerro por
falta de fondos muy contenta
Es muy buen programa y ayudan a las
personas be bajos recursos
Me gustaria que huviera cuidado de ninos
para que los papas pudieran tomas clases
aunque nos cobraran algo minimo
Ninguno todo wsta muy bien
Me gustaria que ayudaran a buscar trabajo a
las personas que no tienen papeles
Gracias por tener estos programas para
pesonas como yo
Es muy importante que esxisten estos
lugares poe que en estos areas ay muchas
persona con nesecidades de este undole
Si me gustaria que dieran las clases de ingles
toda la semana a mi en lo personal me ayuda
mucho y he aprendido mucho la maestra
Cecilia es muy buena maestra en ensenarnos
gracias
Me gustaria que le dieran tutoria a mi hijo
Si en un futuro pusieran clases de cocina
Agradesco las optunidades que nos dan al
informarnos y asi ser mejores personas y
hacer todo lo mejor y vivir mejor
Me gustaria q hubieran mas talleres de
nutricion como ayudar a nuestros hijos a
comprendernos
Animar a todos las pydres y adultos a que se
instroyan y se superente haste donde permita
su capacidad intelectual y que asisramos a
las esc> en English y Espanol
Si los felicito por todos los programas y
espero sigan adelante.
Que la persona encargada del gimnacio
explique como usar las maquinas
Me gustaria que el gymnacio estuviera
disponible 10 horas corridas duarante el dia
de lunes a domingo
Mas publisidad para que la comunidad los
conosca
Solamente quiero decir que estoy satisfecho
con este programa gracias por todo
que sigan hicien prograsamas para que ha
gensenteren y que a bien para qu sesteren
Que el gym estuviese tiempo abierto y que
hubieran mas programas de los que ya
existen, ya que esta comunidad aporta
mucho en taxes porque somos mucho y por
consiguiente no deben quitar ninguno lo
contrario deben haber mas programas no
solo educativos si no de entretension
tambien algo de boxeo y otros para que
nuestros jovenes se entre tengan
positivamente y sean exitosos en todas sus
metas
Que no pidieran tantos requisitos para
registrarse algunos talleres.
Que estoy muy satisfecha con la ayuda que
nos dan
Todo esta muy bien gracias
Que es muy bueno los programas solo q las
trabajadoras del piso #2 Avescs no asen su
trabajo en mi caso tengo que reresar barias
veses y no me dan repuesta a mis preguntas
Si conciderar poner otro tipo de clases para
las ninas como danca ballet
NO
Los servicios que ofercen son excelentes
gracias por existir
Me gustaria que abieran sabados
NO
NO
Estoy muy satis fecha co la atencion que
brinda el personal
Que este centro es muy valioso para la
comunidad sobre todo para las madres solas
NO
Por el momento no porque visito seguido
este centro
Solo aprovecho para agradecer todos los
servicios en este centro gracias
Todas su actividades han sido excelentes
mucha gracias
Muy satisfecho
Me encanta el programa por su ayuda
Me gustaria que ofrecieran diferentes
talleres en las escuelas
Agradesco toda la ayuda que nos dan para
tener una mejor calidad de vida para toda la
familia
Estoy muy contenta con los servicios que
ofrese este centro comunitario todo su
equipo son muy serviciales!
Buen trabajo
NO
TABLE U FamilySource Center Survey – Adult Participants On-site Questionnaire Administered by California State University,
Northridge
Spring, 2011 Fill out this questionnaire and tell us how satisfied you are with the services of this FamilySource
Center and how it could be improved!
Your answers will be kept strictly confidential and will be combined only with those of other FamilySource Center users. You
will not be individually identified.







Access a computer Help finding a job Get services for my children Get legal services Small business services Child care Other (PLEASE SPECIFY): ______________________________ 5. How often have you come to this
FamilySource Center in the past month?
 One time  Two times  Three times  Four times  Between five and nine times  Ten or more times 1. Is this your first visit to this FamilySource
Center?
 Yes  Skip to Q3  No 2.
When, approximately, did you first start
receiving services at this center?
 In the last month  2‐3 months  4‐6 months  7‐12 months  More than one year 3.
How did you first learn about this
FamilySource Center? (PLACE AN “X” IN
ALL BOXES THAT APPLY)
 Friend  College or School  Met a staff member at an event  Saw a flyer  Saw the building or sign and just came in  Referred by other agency  Other: Describe:________________ 6. Are you enrolled in a class or program at this
FamilySource Center?
 Yes  Please describe ______________________________  No  Don’t know 4.
Why did you come to this center today?
(PLACE AN “X” IN ALL BOXES THAT
APPLY)
 Attend a class or workshop CONTINUE INSIDE ON PAGE 2 52
Please rate how satisfied you are with each service. Use the scale of 1 to 10 by CIRCLING THE APPROPRIATE NUMBER ON THE SCALE. If you have no experience with a service, or do not have an opinion, just CIRCLE NA for Does Not Apply. SATISFACTION WITH FAMILYSOURCE CENTER STAFF 1 = Very Dissatisfied Please tell us how satisfied you are with: 10 = Very Satisfied NA = Don’t know or does not apply 7. Response to your phone calls. 1 2 3 4 5 6 7 8 9 10 NA
8. The amount of paperwork required. 1 2 3 4 5 6 7 8 9 10 NA 9. Ability of staff to answer questions quickly. 1 2 3 4 5 6 7 8 9 10 NA 10. Respect the staff shows you.
1 2 3 4 5 6 7 8 9 10 NA
11. Waiting time for services. 1 2 3 4 5 6 7 8 9 10 NA 12. The availability of staff who speaks your language. 1 2 3 4 5 6 7 8 9 10 NA SATISFACTION WITH FAMILYSOURCE CENTER FACILITIES 1 = Very Dissatisfied Please tell us how satisfied you are with: 10 = Very Satisfied NA = Don’t know or does not apply 13. The cleanliness of this FamilySource Center. 1 2 3 4 5 6 7 8 9 10 NA
14. The visibility of “FamilySource Center” signs. 1 2 3 4 5 6 7 8 9 10 NA
15. Access to this center by public transportation. 1 2 3 4 5 6 7 8 9 10 NA
16. Quality of computers and other equipment. 1 2 3 4 5 6 7 8 9 10 NA SATISFACTION WITH FAMILYSOURCE CENTER SERVICES 1 = Very Dissatisfied Please tell us how satisfied you are with: 10 = Very NA = Don’t know Satisfied or does not apply 17. Overall effectiveness of programs. 1 2 3 4 5 6 7 8 9 10 NA
18. Quality of workshops and classes. 1 2 3 4 5 6 7 8 9 10 NA
19. Quality of counseling. 1 2 3 4 5 6 7 8 9 10 NA
20. Help finding a job. 1 2 3 4 5 6 7 8 9 10 NA
21. Services to help your children. 1 2 3 4 5 6 7 8 9 10 NA
22. Mix of services available at this center and its partners.
1 2 3 4 5 6 7 8 9 10 NA
23. The hours that this FamilySource Center is open
1 2 3 4 5 6 7 8 9 10 NA
53
You are almost done. Just a few more questions… 24.
Overall, how satisfied are you with the services you received at this FamilySource Center?
1 = Very Dissatisfied 1 2 3 4 5 6 7 8 9 10 NA 25.
10 = Very Satisfied To what extent have services at this FamilySource Center met your expectations?
1 = Falls short of expectations 1 2 3 4 5 6 7 8 9 10 NA 26.
10 = Exceeds expectations Now think about the ideal FamilySource Center for individuals like yourself. How well do you think the services you received compare with that
ideal set of services?
1 = Not close 10 = Very close 1 2 3 4 5 6 7 8 9 10 NA 27.
My visit today to this FamilySource Center today was valuable.
1 = Not close 10 = Very close 1 2 3 4 5 6 7 8 9 10 NA 28.
Would you recommend this center to someone like yourself?



Yes No Not sure CONTINUE ON BACK 54
TELL US ABOUT YOURSELF 29. Gender 

30. Age Male Female 




18‐25 26‐40 41‐55 56‐70 71 or more 31. Please check all that apply 




I am employed full‐time I am employed part‐time I am unemployed and seeking paid work I have a child in school I have a child who needs help in school 32. Highest Level of Education Completed 






Elementary/Primary School 8th Grade Completion Some High School High School Diploma or Equivalent Some College Associate’s Degree Bachelor’s Degree or more 33. Which best describes you? 34.






Black White Hispanic Asian/Pacific Islander Bi‐racial/Multiracial Other:________________ Are there any other comments you would like to make about the center?
________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ THANK YOU VERY MUCH FOR YOUR TIME! 55
Appendix B – Youth Survey Responses Data by Center
Table AA – Overall Satisfaction by Site
Location
Overall, how
satisfied are
you?
Met your
expectations?
The services
you received
compare with
that ideal set
of services?
My visit
today was
valuable.
1736 FCC
Mean
9.2
9.2
9
8.6
Std.
Deviation
0.837
0.837
1
1.949
Barrio Action
Mean
8.59
8.13
7.81
8.41
Std.
Deviation
2.093
2.615
1.94
1.97
Bradley Milken
FSC
Mean
8.59
8.4
8.57
8.85
Std.
Deviation
2.078
1.973
2.184
2.023
CCNP
Mean
9.21
9.07
8.69
8.85
Std.
Deviation
0.893
0.73
1.109
1.345
Children's
Collective
Mean
10
10
10
10
Std.
Deviation
0
0
0
0
CMHP
Mean
10
10
10
10
Std.
Deviation
.
.
.
.
Community
Build
Mean
9.73
8.45
8.5
8.91
Std.
Deviation
0.647
1.508
1.9
2.071
Community
Care at Home
Mean
8.83
8.17
8.5
6.83
Std.
Deviation
1.941
1.169
1.378
3.656
56
El Centro De
Ayuda
Mean
8.6
8
8.2
8.4
Std.
Deviation
2.074
2
2.168
2.074
El Centro Del
Pueblo
Mean
8.33
8.69
8.63
8.88
Std.
Deviation
2.351
1.815
1.821
1.628
El Nido
Mean
8.78
8.75
8.71
8.77
Std.
Deviation
2.044
1.803
1.901
1.926
Lucille Beserra
Roybal FSC
Mean
10
9
9.75
9.75
Std.
Deviation
0
1.732
0.5
0.5
NEW Canoga
Park
Mean
7.6
8.8
9
8.4
Std.
Deviation
2.793
1.643
1.414
2.302
NEW Van Nuys
Mean
10
9
10
9
Std.
Deviation
.
.
.
.
Oakwood FSC
Mean
9.38
9.25
9.17
9.36
Std.
Deviation
1.441
0.937
1.15
0.99
Tom Bradley
Mean
9.82
9.82
9.91
10
Std.
Deviation
0.603
0.603
0.302
0
WLCAC
Mean
8.35
8.05
7.76
7.95
Std.
Deviation
1.921
2.061
2.406
2.418
YPI
Mean
9.78
9.88
9.75
9.71
Std.
Deviation
0.667
0.354
0.707
0.756
57
58
Table BB – Satisfaction with Staff
Location
1736 FCC
Barrio Action
Bradley Milken FSC
CCNP
Children's Collective
CMHP
Community Build
Community Care at
Home
El Centro De Ayuda
The amount
of paperwork
required.
Staff's ability
to answer your
questions.
Friendliness
of the staff.
Waiting
time for
services.
The staff's
ability to speak
your language.
Mean
9.00
8.80
9.00
8.80
9.60
Std. Deviation
1.414
1.095
1.225
.837
.548
Mean
7.08
8.18
9.00
8.29
8.75
Std. Deviation
2.691
2.651
1.966
2.091
2.266
Mean
8.33
8.59
8.67
7.67
8.80
Std. Deviation
2.303
2.061
2.364
3.074
2.345
Mean
8.25
9.00
9.07
8.83
9.46
Std. Deviation
2.701
2.418
2.369
1.946
.877
Mean
8.50
10.00
10.00
10.00
10.00
Std. Deviation
2.121
.000
.000
.000
.000
Mean
10.00
10.00
10.00
10.00
10.00
Std. Deviation
.
.
.
.
.
Mean
8.50
9.27
9.36
8.36
9.36
Std. Deviation
2.138
1.009
.924
2.656
1.286
Mean
5.00
9.67
9.17
8.00
10.00
Std. Deviation
1.000
.516
2.041
1.673
.000
Mean
6.25
7.60
8.20
7.40
8.40
Std. Deviation
2.630
2.302
2.490
1.817
2.074
Mean
8.25
8.94
9.65
7.37
9.59
Std. Deviation
2.454
2.221
.786
3.148
.870
El Nido
Mean
Std. Deviation
8.13
2.588
8.95
1.580
8.91
1.998
8.50
2.307
9.23
1.688
Lucille Beserra Roybal
FSC
Mean
10.00
8.67
10.00
10.00
10.00
Std. Deviation
.000
2.309
.000
.000
.000
Mean
8.67
8.67
9.80
9.67
8.80
Std. Deviation
1.528
1.751
.447
.577
2.168
10.00
10.00
El Centro Del Pueblo
NEW Canoga Park
NEW Van Nuys
Mean
Std. Deviation
Oakwood FSC
Tom Bradley
WLCAC
YPI
10.00
.
.
Mean
5.91
9.30
9.36
7.87
9.92
.
Std. Deviation
2.922
1.357
1.457
2.763
.280
Mean
9.44
9.70
9.91
10.00
10.00
Std. Deviation
1.667
.949
.302
.000
.000
Mean
7.36
7.95
8.78
7.28
9.40
Std. Deviation
2.205
2.392
1.555
3.140
2.037
Mean
9.44
9.67
9.75
9.50
9.75
Std. Deviation
.882
.707
.707
.926
.707
59
Table CC – Satisfaction with Facilities
Location
1736 FCC
Barrio Action
Bradley Milken FSC
CCNP
Children's Collective
CMHP
The
cleanliness of
this
FamilySource
Center.
9.80
The visibility
of "FSC"
signs.
Access to this
center by
public
transportation.
The quality of
computers
and other
equipment.
The quality of
the youth
room.
9.00
7.50
9.60
10.00
Std. Deviation
.447
1.414
1.732
.548
.000
Mean
8.59
7.59
7.94
8.87
8.47
Std. Deviation
2.740
2.526
2.585
1.885
2.295
Mean
8.80
9.02
8.03
8.68
9.05
Std. Deviation
1.750
1.640
2.552
1.960
1.760
Mean
9.64
9.00
8.67
9.58
9.83
Std. Deviation
.633
1.664
1.557
.669
.577
Mean
10.00
10.00
10.00
10.00
10.00
Mean
Std. Deviation
.000
.000
.
.000
.000
Mean
10.00
10.00
10.00
10.00
10.00
.
.
.
.
.
Mean
9.18
9.82
9.45
9.50
9.73
Std. Deviation
1.401
.405
1.036
1.080
.647
Mean
8.83
9.17
9.67
8.83
9.67
Std. Deviation
Community Build
Community Care at
Home
El Centro De Ayuda
El Centro Del Pueblo
El Nido
Lucille Beserra
Roybal FSC
NEW Canoga Park
NEW Van Nuys
Std. Deviation
.753
.983
.516
2.858
.816
Mean
8.20
7.00
8.50
7.80
7.60
Std. Deviation
2.049
2.739
1.732
1.643
1.817
Mean
8.72
8.22
8.06
18.29
9.27
Std. Deviation
2.137
2.157
2.205
35.101
1.438
Mean
9.09
8.90
9.06
9.11
9.00
Std. Deviation
1.875
1.868
1.819
1.568
1.414
Mean
9.00
10.00
9.67
9.80
8.00
Std. Deviation
1.000
.000
.577
.447
2.345
Mean
9.67
9.20
5.00
9.00
7.83
Std. Deviation
.516
1.789
.
2.236
2.401
Mean
10.00
10.00
10.00
10.00
.
.
.
.
Std. Deviation
Oakwood FSC
Tom Bradley
WLCAC
YPI
Mean
9.42
9.03
9.37
9.57
9.69
Std. Deviation
1.025
1.794
.928
.778
.758
Mean
9.64
10.00
9.91
9.73
9.45
Std. Deviation
.809
.000
.302
.647
1.214
Mean
8.19
7.73
7.95
7.29
8.72
Std. Deviation
2.379
2.492
2.800
3.124
1.742
Mean
9.50
9.13
9.29
9.29
9.50
Std. Deviation
.756
1.458
.951
.951
.837
60
Table DD – Satisfaction with Services
Location
1736 FCC
Barrio Action
Bradley Milken FSC
CCNP
Children's Collective
CMHP
Community Build
Community Care at
Home
El Centro De Ayuda
El Centro Del Pueblo
El Nido
Lucille Beserra
Roybal FSC
NEW Canoga Park
NEW Van Nuys
Oakwood FSC
Tom Bradley
WLCAC
YPI
The overall
effectiveness
of programs.
Quality of
program for
my parents or
guardians.
Convenience
of FSC
hours.
Chance to
make friends
with other
youth.
8.40
Quality of
service to
improve my
academic
achievement.
9.00
Mean
9.00
8.80
8.00
Std. Deviation
1.414
1.342
1.225
.837
1.581
Mean
8.36
7.82
8.30
8.63
8.94
Std. Deviation
2.845
2.639
1.947
2.630
1.436
Mean
8.85
8.65
8.97
8.85
9.13
Std. Deviation
1.843
2.111
1.938
2.119
1.632
Mean
9.21
9.00
9.00
9.15
8.57
Std. Deviation
.975
.816
1.155
.801
2.472
Mean
10.00
10.00
10.00
10.00
10.00
Std. Deviation
.000
.000
.000
.000
.000
Mean
10.00
10.00
10.00
10.00
10.00
Std. Deviation
.
.
.
.
.
Mean
9.50
9.44
9.90
9.36
9.82
Std. Deviation
.850
.726
.316
1.027
.405
Mean
8.50
7.33
10.00
8.50
9.17
Std. Deviation
1.517
3.777
.000
2.345
2.041
Mean
7.75
8.50
8.60
8.20
8.60
Std. Deviation
2.630
2.380
2.074
2.049
2.074
Mean
8.93
8.71
8.81
8.12
8.88
Std. Deviation
1.668
1.939
1.797
2.619
1.668
Mean
8.70
8.56
9.24
9.00
9.00
Std. Deviation
2.080
1.886
1.411
1.703
1.522
Mean
9.33
10.00
10.00
9.67
9.75
Std. Deviation
.577
.000
.000
.577
.500
Mean
8.60
8.80
9.80
8.00
10.00
Std. Deviation
2.074
2.168
.447
2.309
.000
Mean
10.00
10.00
10.00
10.00
10.00
Std. Deviation
.
.
.
.
.
Mean
9.44
9.11
9.44
9.09
9.37
Std. Deviation
1.014
1.649
.824
1.329
1.516
Mean
10.00
9.91
9.91
10.00
9.82
Std. Deviation
.000
.302
.302
.000
.405
Mean
7.22
7.67
7.57
7.48
8.05
Std. Deviation
3.021
2.717
2.749
2.581
2.438
Mean
9.63
9.33
9.71
9.57
8.71
Std. Deviation
.744
1.033
.756
.787
2.628
61
Table EE – Would you recommend this center to someone like yourself?
Location
Would Recommend Center
Yes
No
Not Sure
1736 FCC
5
0
0
Barrio Action
16
1
1
Bradley Milken FSC
51
1
5
CCNP
13
0
1
Children's
Collective
CMHP
2
0
0
0
0
1
Community Build
10
0
1
Community Care at
Home
5
0
1
El Centro De Ayuda
4
0
1
El Centro Del
Pueblo
El Nido
17
1
1
17
1
5
Lucille Beserra
Roybal FSC
5
0
0
NEW Canoga Park
4
0
2
NEW Van Nuys
1
0
0
Oakwood FSC
32
1
4
Tom Bradley
11
0
0
WLCAC
17
1
5
YPI
8
0
1
62
Table FF – How did you learn about this FSC?
Location
Friend
Parent or
Guardian
School Teacher Probation Officer Police Officer Other 0 2 8 2 1 0 1 0 1736 FCC
0
3
1
0
2
0
Barrio Action YFC
13
4
6
3
0
1
Bradley Milken FSC
15
11
30
8
1
2
CCNP
3
8
4
3
0
0
Childrens Collective
0
2
0
0
0
0
CMHP
0
1
0
0
0
0
Community Build
4
6
1
0
0
0
Community Care at
Home
El Centro De Ayuda
3
5
2
2
0
0
2
2
0
0
0
0
El Centro Del Pueblo
12
7
2
0
6
1
El Nido FSC
19
10
4
2
2
1
Lucille Beserra Roybal
FSC
NEW Canoga Park
2
0
2
0
0
0
4
5
1
1
0
0
NEW Van Nuys
1
1
0
0
0
0
Oakwood FSC
16
11
10
3
0
0
Tom Bradley FSC
3
3
6
6
0
0
WLCAC
23
22
0
0
17
2
Youth Policy Institute
5
2
2
1
0
0
63
0 1 8 3 0 0 5 0 5 1 Table GG – Learned About FSC: Other
Practice for g‐town NEW Van Nuys None Children's Collective I did not CMHP None Tom Bradley None YPI Eric Garcetti Office El Centro Del Pueblo Near my neighborhood Barrio Action Counseling Employer El Nido Sister was in program My parents Social Worker Social Worker Case manager Travagathora social CCNP Mom Girlfriend Community Care at Home None WLCAC Court District attorney El Centro De Ayuda None NEW Canoga Park None Lucille Beserra Roybal FSC My sister worked for this source Brother GTWT Community Build A piece of paper Oakwood FSC I walked by it Social worker A staff from breese NeighborQ My brother came here Bradley Milken FSC School counselor Walkin Cousin Youth build charter I use to live over here 64
Table HH – Why do you come to this center?
Academic
Classes/
Workshop
Do
Better
in
School
Access a
Computer
Mentoring
Get
Bus
Tokens
College
Access
Activities
Participate in
Youth
Organizations
Counseling
Other
Recreation
1736 FCC
0
1
0
1
0
0
0
3
2
0
Barrio Action YFC
3
3
7
0
0
1
0
3
1
5
Bradley Milken FSC
13
31
3
1
0
3
2
4
1
11
CCNP
3
7
0
1
3
2
3
2
0
4
Childrens Collective
0
1
0
0
0
0
0
0
0
1
CMHP
0
1
0
0
0
0
0
0
0
0
Community Build
5
3
1
1
1
0
0
1
0
2
Community Care at
Home
El Centro De Ayuda
1
3
1
2
1
0
1
2
0
2
0
3
0
1
1
2
0
0
1
1
El Centro Del Pueblo
3
5
5
3
1
0
0
3
5
7
El Nido FSC
12
10
0
3
1
6
0
3
4
5
Lucille Beserra Roybal
FSC
NEW Canoga Park
2
2
0
1
0
0
1
1
0
1
0
6
1
1
0
0
0
0
0
1
NEW Van Nuys
0
1
0
0
0
0
0
0
0
0
Oakwood FSC
12
20
2
7
9
2
4
0
1
13
Tom Bradley FSC
4
5
0
0
0
0
0
7
1
4
WLCAC
1
6
0
0
0
0
0
0
0
10
Youth Policy Institute
5
6
1
2
0
0
0
1
13
1
Location
65
Table II – Why do you come to this center: Other
PE Gym NEW Van Nuys None Children's Collective I did not 1736 FCC None CMHP None Tom Bradley Commity service Tutoring Homework Homework YPI Restroom El Centro Del Pueblo Community service Weight lift Program meeting Barrio Action Chill Tutoring Tutoring Gym El Nido Parents made me Parents made me DJ class Anger manegment class CCNP For a job class Tutoring Do my homework/get help Gym Community Care at Home After school care WLCAC Community service Get my record cleared Community service Wepon Work Class Community service Community service El Centro De Ayuda Leadership Leadership Leadership NEW Canoga Park Homework help Lucille Beserra Roybal FSC Use computer for school or homework in college Community Build See Juan Oakwood FSC Parent made me come Forced by mom for entertainment Homework Help with homework Take a quiz Fun Have fun To have fun and do work Friends and fun Bradley Milken FSC Anger manegment Find a job PE PE Class 66
Table JJ – How often have you come to this FSC in the past month?
How Often in past month
Location
1 time
1736 FCC
Barrio Action
2 times
0
0
3 times
2
4 times
1
Between
five and
nine
times
Ten or
more times
2
0
3
0
5
2
3
5
10
1
7
4
9
29
CCNP
0
0
1
5
2
6
Children's Collective
0
1
1
0
0
0
Bradley Milken FSC
CMHP
0
0
0
0
0
1
Community Build
0
0
2
1
2
6
Community Care at Home
0
0
0
0
2
4
El Centro De Ayuda
0
1
0
0
0
4
El Centro Del Pueblo
2
2
3
3
2
6
El Nido
1
2
4
5
2
9
Lucille Beserra Roybal
FSC
NEW Canoga Park
1
3
1
0
0
0
0
1
0
1
1
3
NEW Van Nuys
0
0
0
0
0
1
Oakwood FSC
4
2
0
4
6
21
Tom Bradley
1
0
0
0
0
9
WLCAC
1
1
7
3
5
7
YPI
0
2
1
1
1
4
67
Table KK – Are you enrolled in a class or program at this FSC?
Are You Enrolled?
Yes
No
Don't
Know
1736 FCC
3
2
0
Barrio Action
6
8
4
Bradley Milken FSC
32
21
6
CCNP
11
3
0
Children's Collective
1
0
1
CMHP
0
0
1
Community Build
7
3
1
Community Care at
Home
El Centro De Ayuda
5
0
1
3
2
0
El Centro Del Pueblo
5
7
7
El Nido
16
5
3
Lucille Beserra Roybal
FSC
2
2
1
NEW Canoga Park
5
1
0
NEW Van Nuys
0
0
1
Oakwood FSC
19
10
8
1
4
5
15
3
7
4
1
4
Tom Bradley
WLCAC
YPI
68
Table LL – Enrolled in a class or program: Other
Host, summer program Hosts (tutoring program) Soccer teams , LAYLC (leadership training program) Soccer/LAYIC Bradley Milken FSC Homework Homework Tutoring Tutoring Tutoring Help in homework Village enrichment Tutoring Tutoring Class Homework School PE School Youth build PE School School Work source/family source Tutoring After school program I go to youth build PE Children's Collective Tutoring 1736 FCC A teen group Teen group CMHP None Tom Bradley Tutoring YPI Tutoring Tutoring Tutoring El Centro Del Pueblo Community Care at Home Guitar Guitar lessons Passport to Manhood WLCAC Community service Get my record cleared Community service Wepon Work Class Community service Community service El Centro De Ayuda Leadership Leadership Leadership NEW Canoga Park Tutoring Tutoring New directios for youth Tutoring Lucille Beserra Roybal FSC Video production class Community Build Senior Program WIA Tutoring 12th Grade program Oakwood FSC Covenent group Covenent group Covonet group Covenant group Bresee Goals for life, film festival Tutoring Covenent group Tutoring English and math Covenant 69
School (homestudy) School, anger manegmet, cooking class Tutoring YAP CCNP Tutoring Job readiness UCLA 1 Source UCLA Turtoring Program Tutoring Tutoring UCLA Turtoring Program Tutoring UCLAProgram Tutoring Tutoring Computer class Family councelling Leadership, mentoring, drug ans alcohol Individual therapy Counseling Barrio Action Volleyball councling Volleyball Tutoring El Nido Ms. Becker (LACOE) School School YAP YAP YAP YAP 70
Table MM – Surveys Completed by Language
Language
Location
English
Spanish
1736 FCC
5
0
Barrio Action
18
0
Bradley Milken FSC
61
0
CCNP
14
0
Children's Collective
2
0
CMHP
1
0
Community Build
11
0
Community Care at Home
6
0
El Centro De Ayuda
5
0
El Centro Del Pueblo
20
0
El Nido
22
2
Lucille Beserra Roybal FSC
5
0
NEW Canoga Park
6
0
NEW Van Nuys
2
0
Oakwood FSC
35
2
Tom Bradley
11
0
WLCAC
25
0
YPI
9
0
71
Table NN – Surveys Completed by Gender
Gender
Location
Male
1736 FCC
Female
3
2
Barrio Action
13
5
Bradley Milken FSC
31
28
CCNP
5
9
Children's Collective
2
0
CMHP
1
0
Community Build
6
5
Community Care at Home
4
2
El Centro De Ayuda
1
4
El Centro Del Pueblo
17
3
El Nido
12
12
Lucille Beserra Roybal FSC
0
5
NEW Canoga Park
3
3
NEW Van Nuys
0
1
Oakwood FSC
20
17
3
8
13
12
5
4
Tom Bradley
WLCAC
YPI
72
Table OO – Surveys Completed by Age
Age
Location
13-14
15-17
1736 FCC
2
3
Barrio Action
3
15
11
32
6
8
Children's
Collective
0
2
CMHP
1
0
Bradley Milken
FSC
CCNP
Community Build
4
6
Community Care
at Home
5
1
El Centro De
Ayuda
El Centro Del
Pueblo
2
3
4
15
El Nido
9
13
Lucille Beserra
Roybal FSC
0
4
NEW Canoga
Park
3
0
NEW Van Nuys
0
1
Oakwood FSC
31
6
Tom Bradley
10
0
WLCAC
11
13
5
4
YPI
73
Table PP- Curent Educational Status
Location I am out of school I attend
public
school
I attend a private
or religious
school
I am home schooled 1736 FCC
1
4
0
0
Barrio Action
3
12
2
0
Bradley Milken
FSC
3
46
6
0
CCNP
1
14
0
0
Children's
Collective
0
2
0
0
CMHP
0
1
0
0
Community
Build
Community Care
at Home
1
10
1
0
0
5
1
0
El Centro De
Ayuda
0
5
0
0
El Centro Del
Pueblo
0
17
1
2
El Nido
1
18
1
3
Lucille Beserra
Roybal FSC
0
4
0
0
NEW Canoga
Park
0
5
0
0
NEW Van Nuys
0
1
0
0
Oakwood FSC
4
33
2
1
Tom Bradley
0
11
0
0
WLCAC
1
23
0
1
YPI
1
6
3
0
74
Table QQ – Ethnicity
Location
Black
White
Hispanic
Asian/
Pacific
Islander
Biracial/Multiracial
Other
1736 FCC
1
0
4
0
0
0
Barrio Action
2
0
10
1
1
4
24
1
25
0
2
6
CCNP
0
0
12
1
1
0
Children's Collective
0
0
2
0
0
0
CMHP
0
0
1
0
0
0
Community Build
5
0
5
0
1
0
Community Care at
Home
El Centro De Ayuda
1
0
4
0
0
1
0
0
4
1
0
0
El Centro Del Pueblo
0
2
16
0
1
1
El Nido
1
0
22
0
1
0
Lucille Beserra Roybal
FSC
1
0
3
0
1
0
NEW Canoga Park
0
0
4
1
0
0
NEW Van Nuys
0
0
1
0
0
0
Oakwood FSC
0
1
33
0
1
2
Bradley Milken FSC
Tom Bradley
WLCAC
YPI
0
0
9
0
2
0
11
0
14
0
0
0
0
0
8
0
0
1
75
Table RR – Ethnicity Comments
Community Care at Home
India
None
NEW Van Nuys
WLCAC
None
Indian
Children's Collective
El Centro De Ayuda
None
None
1736 FCC
NEW Canoga Park
None
None
CMHP
Lucille Beserra Roybal FSC
None
None
Tom Bradley
Community Build
None
Creo
YPI
Oakwood FSC
None
Latin
El Centro Del Pueblo
Latin
Latino
Bradley Milken FSC
Barrio Action
African american
Mexican
African american
Mexican
African american
Mexican
Latino
Mexican
American
El Nido
American
None
Black, redsink neudconite
CCNP
Black, redskin indian
None
76
Nope!
Table SS – Comments
NEW Canoga Park
Community Care at Home
It’s a really good program
NO
It’s a good place for people all ages
Nope
It’s the best because it helps me in my
homework
WLCAC
Nope
No thank you
It is the best center ever
NO
Lucille Beserra Roybal FSC
NO
No none
It’s a good center they help you with what
they can help you in
NO
NONE
How much ours do I have.
Im very happy that this center is close to
school so im able to come here after school
for my class.
NO
NONE
Community Build
NA
This place is cool
Nope
The people are nice
None
It pretty cool
Nothing its kewl
I like it very helpful
Na
They should have more activities for the
kids
The family source center help me with my
problems. Also the help me with my home
work and how I fell.
Oakwood FSC
Very good service
I like this center because its clean and helps
students I recommend this center to students
who want to prove grades.
Very good service
The staffs are friendly and respectful
This is wonderful
NO
El Centro De Ayuda
77
It is fun
Bradley Milken FSC
Yes it is awsome
Alsome adout this place of tutoring
I like Bresee it’s a wonderful place to be in
and all the staff here are nice and respectful
that’s why I lke this place its pretty cool
I learn a lot of stuffs
It is nice here staff are nice to also is really
fun hear and respectfull to us I really like it
hear
No thanks
This is the best center I ever bin to
I learn a lot
I be learning a lot of stuff in the center
No comment for the family source center
NO
I love this center
NO
It is very fun cool
NO
My comment is that I will like to thank all
the staffs because they really help us a lot.
NO
It’s a good place for study
NONE
Your welcome
It is a very good center that I would
recommend
This center is really fun and responsible for
your and the staff is really nice 2 U and they
could speak your language and the help U
on everything and they are always there for
you
NO
NA
NO
Because its fun
This is a good center in they should start a
traveling team
Its fun and helps you a lot
NO
No
No
This center is the best place to go to when
you want to have fun and get to know nice
people
I like it
Your awesome
Its awesome good job to all staff
Great place to keep people like myself out
the streets
I love this place
None
No not know
78
NO
None
NO
Tom Bradley
They have great service
NO
NO
All my tutors are good and nice
Improve follow up on family source
applicants, more community events, better
equipment
This center really can get your grades up
Good
Its worthwhile
The center is a good time inside
YPI
IDK
NO
Not for rite now
NO
NO
No comment
NO
NO
No thank you
El Centro Del Pueblo
NO
No nothing else
Nope
NA
NEW Van Nuys
NO
That this center could help anyone and that I
highly recommend it
This place is the best
I (Heart) it
Will you need to talk to my friends? Will I
need to take medications? Will there be
tests? Thank you! #28 wrote: 11 yrs old
Children's Collective
It heps a lot with school work
Everything is going on really good in this
place
1736 FCC
No thank you that’s all Just hope to come
and get ar diplomas continue coming
NO
No no comments the place is great
NO
NA
No ther are not
NA
CMHP
79
Barrio Action
NOPE
Give me some tokins
NOPE
Give me a bus pass
It’s a great class to be in
Bus Pass
No I think everything is great
Better hours cause stidents should stay pit of
the streets come join programs
NOPE
CCNP
You better hours for gym
NO
Cool
Safer for the younger kids and quietness is
important
This program helps me a lot in class work I
need help on and helps me get ready for
collage also
NO
NO
El Nido
No
Its caught me up on my credits I enjoy the
family center
NO
It benefits me in all aspects
It a really go program for teen mom and
provide transportation
It is a good center who gives kids the
opportunity to succeed
80
Table SS FamilySource Center Survey – Youth Participants On-site Questionnaire Administered by California State University, Northridge
Spring, 2011 Fill out this questionnaire and tell us how satisfied you are with the services of this FamilySource Center and how it could be
improved!
Your answers will be kept strictly confidential and will be combined only with those of other FamilySource Center users. You will not be individually identified.
1.
Is this your first visit to this FamilySource
Center?
 Yes  Skip to Q3  No 2.
When, approximately, was the date you first
started receiving services at this center?
 In the last month  2‐3 months  4‐6 months  7‐12 months  More than one year 3.
How did you first learn about this FamilySource
Center? (PLACE AN “X” IN ALL BOXES THAT
APPLY)
 Friend  Parent or Guardian  School  Teacher  Probation Officer  Police Officer  Other (PLEASE SPECIFY): ____________________________ 4.
Why did you come to this center today? (PLACE
AN “X” IN ALL BOXES THAT APPLY)
 Academic classes/workshops  Do better in school  Recreation  Access a computer  Mentoring  Get bus tokens  College access activities  Participate in youth organizations  Counseling  Other (PLEASE SPECIFY): ____________________________ 5. How often have you come to this FamilySource
Center in the past month?
 One time  Two times  Three times  Four times  Between five and nine times  Ten or more times 6. Are you enrolled in a class or program at this
FamilySource Center?
 Yes  Please describe ____________________________  No  Don’t know CONTINUE INSIDE ON PAGE 2 Please rate how satisfied you are with each service. Use the scale of 1 to 10 by CIRCLING THE APPROPRIATE NUMBER ON THE SCALE. If you have no experience with a service, or do not have an opinion, just CIRCLE NA for Does Not Apply. 81
SATISFACTION WITH FAMILYSOURCE CENTER STAFF 1 = Very Dissatisfied Please tell us how satisfied you are with: 10 = Very Satisfied NA = Don’t know or does not apply 7. The amount of paperwork required. 1 2 3 4 5 6 7 8 9 10 NA 8. Staff’s ability to answer your questions. 1 2 3 4 5 6 7 8 9 10 NA 9. Friendliness of the staff. 1 2 3 4 5 6 7 8 9 10 NA 10. Waiting time for services. 1 2 3 4 5 6 7 8 9 10 NA 11. The staff’s ability to speak your language. 1 2 3 4 5 6 7 8 9 10 NA SATISFACTION WITH FAMILYSOURCE CENTER FACILITIES 1 = Very Dissatisfied Please tell us how satisfied you are with: 10 = Very Satisfied NA = Don’t know or does not apply 12. The cleanliness of this FamilySource Center. 1 2 3 4 5 6 7 8 9 10 NA 13. The visibility of signs that say “FamilySource Center”. 1 2 3 4 5 6 7 8 9 10 NA 14. Access to this center by public transportation. 1 2 3 4 5 6 7 8 9 10 NA 15. The quality of computers and other equipment. 1 2 3 4 5 6 7 8 9 10 NA 16. The quality of the youth room. 1 2 3 4 5 6 7 8 9 10 NA SATISFACTION WITH FAMILYSOURCE CENTER SERVICES 1 = Very Dissatisfied Please tell us how satisfied you are with: 10 = Very Satisfied NA = Don’t know or does not apply 17. The overall effectiveness of programs. 1 2 3 4 5 6 7 8 9 10 NA 18. Quality of program for my parents or guardians. 1 2 3 4 5 6 7 8 9 10 NA 19. Quality of service to improve my academic achievement 1 2 3 4 5 6 7 8 9 10 NA 20. Convenience of FamilySource Center hours. 1 2 3 4 5 6 7 8 9 10 NA 21. Chance to make friends with other youth. 1 2 3 4 5 6 7 8 9 10 NA 82
You are almost done. Just a few more questions… 22.
Overall, how satisfied are you with the services you received at this FamilySource Center?
1 = Very Dissatisfied 10 = Very Satisfied 1 2 3 4 5 10 NA
23.
6
7
8
9
To what extent have services at this FamilySource Center met your expectations?
1 = Falls short of expectations 1 2 3 4 5 10 = Exceeds expectations 6
7
8
9
10 NA
24.
Now think about the ideal FamilySource Center for individuals like yourself. How well do you think the services you received
compare with that ideal set of services?
1 = Not close 10 = Very close 1 2 3 4 5 6
7
8
9
10 NA
25.
My visit today to this FamilySource Center today was valuable.
1 = Not close 1 2 3 4 5 10 = Very close 6
7
8
9
10 NA
26.
Would you recommend this center to someone like yourself?



Yes No Not sure CONTINUE ON BACK 83
TELL US ABOUT YOURSELF 27. Gender 

Male Female 28. Age 

13‐14 15‐17 29. Please check all that apply 



I am out of school I attend public schools I attend a private or religious school I am home schooled 30. Which best describes you? 





Black White Hispanic Asian/Pacific Islander Bi‐racial/Multiracial Other:________________ 31.
Are there any other comments you would like to make about the center?
________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ THANK YOU VERY MUCH FOR YOUR TIME! 84