Survey of Families Using Homelessness Case Management Program Finds Satisfaction — and Preference for Texting as a Survey Method

The Homeless Services and Supports Coordination (HSSC) program, implemented by the Allegheny County Department of Human Services in 2013, provides comprehensive service coordination for families who use emergency homeless shelters. Upon entering an emergency shelter, participants meet with service coordinators who offer a range of assistance, from accessing public benefits to finding affordable housing, childcare and job training programs.

As part of a wider effort to systematically collect client feedback, a pilot survey was conducted to examine (1) client satisfaction with HSSC services they received and (2) feasibility of using text messaging as a way of gathering feedback from clients in the homeless system. This report presents findings from that survey.