You Said, We Did: How Your Feedback Is Helping Shape CLA
At Community Living Alternatives (CLA), listening to the people we serve and those who support them is essential to improving our programs. Through our recent satisfaction surveys, we heard valuable feedback from residential participants, CLASS participants, Host Home Providers, and guardians.
Many responses reflected positive experiences, while others offered helpful suggestions for strengthening communication, planning, and engagement. Our team carefully reviewed this feedback and identified several steps to follow up.
Here are some of the ways we are responding to your feedback. Supporting Choice in Residential Living
Creating comfortable living environments starts with ensuring people understand their choices and feel heard.
A small number of responses indicated that some residential participants were not fully aware of their choices regarding roommates or living arrangements. Even though this feedback came from only a few individuals, we want to ensure everyone understands their options.
You said:
A few residential participants shared that they were not always aware they could express preferences about roommates.
We did:
These steps help ensure that everyone we support continues to feel comfortable, informed, and involved in decisions about their living environment. Building Friendships and Community Connections
Another theme in the feedback was the importance of friendships and opportunities to connect with others.
You said:
Some residential participants would like more opportunities to develop friendships and participate in additional community activities.
We did:
Building relationships and community connections remains an important part of supporting a meaningful and fulfilling life. Day Program Improvements and Participant Recognition
Feedback from CLASS participants and families highlighted the importance of accessibility, engagement, and recognition.
What we’re doing: Transportation and Equipment Information
Transportation reliability and access to medical equipment were also important topics raised in feedback.
What we’re doing: Improved Communication with Host Home Providers
Host Home Providers asked for clearer communication about staff availability and protocols.
What we’re doing:
Clear communication helps ensure Host Home Providers feel supported and connected to the CLA team. Strengthening Communication with Guardians
Guardians shared that they value timely updates about programs and services.
What we’re doing: Helping PRS Reach the Right Support Staff
Feedback highlighted that some PRS (People Receiving Services) who use phones sometimes have difficulty reaching the right staff member when calling the main office number.
You said:
Some PRS shared that it can be difficult to get routed to the correct staff member through the main office line.
What we’re doing:
Providing direct contact information helps PRS more easily reach the staff who support them and stay connected to their CLA team. Thank You for Your Feedback
Your voices guide our work. Every suggestion, comment, and concern helps us continue improving the supports and services we provide.
We will continue sharing updates as we implement improvements and welcome ongoing feedback from the CLA community. By listening and responding to feedback, we continue working together to ensure every person we support experiences belonging, independence, and meaningful connection in their community.
If you would like to share feedback or ideas, please contact Barb at barb@CLAInc.org anytime. We are always listening.
Many responses reflected positive experiences, while others offered helpful suggestions for strengthening communication, planning, and engagement. Our team carefully reviewed this feedback and identified several steps to follow up.
Here are some of the ways we are responding to your feedback.
Creating comfortable living environments starts with ensuring people understand their choices and feel heard.
A small number of responses indicated that some residential participants were not fully aware of their choices regarding roommates or living arrangements. Even though this feedback came from only a few individuals, we want to ensure everyone understands their options.
You said:
A few residential participants shared that they were not always aware they could express preferences about roommates.
We did:
- Reinforced in residential team meetings that when someone is planning a move, the questionnaire process should include reviewing choice of Host Home providers and living settings.
- Encouraged residential participants to share their preferences with their Host Home Provider if they would prefer not to have a roommate.
- Discussed adding a question to the Personal Care Plan (PCP) to periodically confirm that residential participants feel comfortable with the people they live with.
- Reinforced that when household changes occur—such as a second roommate moving into a home—staff should ensure the current resident feels comfortable with the change.
These steps help ensure that everyone we support continues to feel comfortable, informed, and involved in decisions about their living environment.
Another theme in the feedback was the importance of friendships and opportunities to connect with others.
You said:
Some residential participants would like more opportunities to develop friendships and participate in additional community activities.
We did:
- Identified opportunities for additional CLA community activities that support social connections. This will now be a monthly discussion, where participants can help decide on upcoming community activities and ensure everyone’s voice is heard in planning what happens at CLASS.
- Shared this feedback with the appropriate internal team to explore ways to expand opportunities for friendship and community engagement.
Building relationships and community connections remains an important part of supporting a meaningful and fulfilling life.
Feedback from CLASS participants and families highlighted the importance of accessibility, engagement, and recognition.
What we’re doing:
- Ensuring adequate space and accessibility for participants who use scooters or other mobility supports.
- Increasing opportunities for participants to share input on preferred activities, including art and creative programs.
- Reintroducing the “Spotlight of the Month” recognition program, celebrating participants and group activities with photos and public recognition.
Transportation reliability and access to medical equipment were also important topics raised in feedback.
What we’re doing:
- Exploring grant opportunities and potential future CLA transportation options to improve access to programs.
- Providing information about medical equipment resources, such as oxygen concentrators, to support independence.
Host Home Providers asked for clearer communication about staff availability and protocols.
What we’re doing:
- Sending a consolidated communication guide that includes staff phone numbers, office schedules, and contact procedures.
- Reinforcing medical issue reporting protocols so providers know when to contact doctors, nursing staff, or CLA program managers.
- Ensuring HHP Connecting meeting notes and updates are consistently shared with all providers to keep everyone informed. These meetings provide an opportunity for providers to ask questions, share experiences, and stay connected with the CLA team. We encourage all providers to attend and to send agenda items in advance so the group can help shape the discussion together. Contact Mgreen@CLAinc.org for more information.
Clear communication helps ensure Host Home Providers feel supported and connected to the CLA team.
Guardians shared that they value timely updates about programs and services.
What we’re doing:
- Providing clear updates about program changes, including transitions such as the ending of certain volunteer activities.
- Clarifying the role of CLA nursing services so families understand how nursing supports individuals. To help clarify how CLA nurses support individuals and work with Host Home Providers and medical teams, we’ve shared a brief overview of the role of our nursing services. Learn more here.
- Sharing information about upcoming events, including the CLASS Talent Show and Open House, to encourage participation and celebration.
Feedback highlighted that some PRS (People Receiving Services) who use phones sometimes have difficulty reaching the right staff member when calling the main office number.
You said:
Some PRS shared that it can be difficult to get routed to the correct staff member through the main office line.
What we’re doing:
- Encouraging Program Managers and Host Home Providers to help PRS save their Program Manager’s direct office phone number in their phones during visits.
- Reinforcing that PRS can contact their Program Manager directly when they have questions or need support.
Providing direct contact information helps PRS more easily reach the staff who support them and stay connected to their CLA team.
Your voices guide our work. Every suggestion, comment, and concern helps us continue improving the supports and services we provide.
We will continue sharing updates as we implement improvements and welcome ongoing feedback from the CLA community.
If you would like to share feedback or ideas, please contact Barb at barb@CLAInc.org anytime. We are always listening.