Independent Living Centers Consumer Satisfaction Survey 2010 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11110000 Research Objective: To review the satisfaction of consumers receiving services through the Independent Living (IL) program; as well as the changes these services made, a telephone survey is conducted annually concerning the areas of: Advocacy, Benefits Advisement, Employment Advisement, Training or Referral, Home Modification, Housing Referral or Assistance, Independent Skills Training, Information and Referral, Peer Support, Personal Assistance Services (PAS), Technology or Adaptive Equipment, Youth Services including Transition From School to Work or Independent Living, Emergency Assistance Services, Institutional Diversion or Nursing Home Transition, and Transportation. Research Design: The population surveyed were consumers of the Centers for Independent Living (CILs) involved with the IL program Data Analysis: The consumer responses were tabulated for each query. The following pages report the services being received by the consumers surveyed. As indicated by the results, some consumers receive multiple services. The responses are included in this report for each service the consumer indicated they received. Report Format: Pages 3-5 show demographics of all persons served during the Federal Fiscal Year by the 22 Centers for Independent Living (CILs) as reported annually by the CILs to the Division of Vocational Rehabilitation. For each of the service areas there are two pages with questions/graphs followed by comment pages. The first question asks if the consumer received the service, the second question reports the level of satisfaction with those services. The next page shows whether the consumer felt they gained knowledge, skill and/or independence from the service and whether the service made a positive change in the life of the consumer. Additional Data: During the survey, consumers responding “yes” to the question: Did the service received make a positive change in your life, were asked a follow up question of What change did it make. A representation of the responses from the survey are included in this report on the page(s) following the satisfaction questions for each corresponding service. AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11110000 Total Number of Consumers served in Missouri by 22 Centers for Independent Living: 30,207 AAggeess ooff CCoonnssuummeerrss sseerrvveedd GGeennddeerr ooff CCoonnssuummeerrss sseerrvveedd UUnnaavvaaiillaabbllee 665522 6600 && OOllddeerr 1111551122 2255 ttoo 5599 1155889911 1111228855 ■ FFeemmaalleess 220055 ttttoooo 22114499 99117700338855 1188992222 ■ MMaalleess UUnnddeerr 55 9944 00 55000000 1100000000 1155000000 2200000000 RRaaccee aanndd EEtthhnniicciittyy ooff ccoonnssuummeerrss sseerrvveedd DDiissaabbiilliittiieess ooff CCoonnssuummeerrss sseerrvveedd 118888 11550055 110055 9966 185 4145 775 1964 40 ■ American Indian 1678 ■ Cognitive ■ Asian ■ Mental Black ■ Physical ■ 9471 ■ Native Hawaiian ■ Hearing ■ White ■ Vision ■ Hispanic/Latino ■ Multi ■ Two or more races ■ Other ■ Race/ethnicity unknown 12859 982 2478 23943 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11110000 SSeerrvviicceess rreeqquueesstteedd aanndd rreecceeiivveedd bbyy ccoonnssuummeerrss 44552288 OOtthheerr SSeerrvviicceess 44557700 667788 VVooccaattiioonnaall SSeerrvviicceess 667777 668855 YYoouutthh//TTrraannssiittiioonn 775500 33661166 TTrraannssppoorrttaattiioonn 33662233 225500 TThheerraappeeuuttiicc ttrreeaattmmeenntt 330000 227744 RReehhaabbiilliittaattiioonn TTeecchhnnoollooggyy 441155 11332244 RReeccrreeaattiioonnaall 11332299 1199 PPrroosstthheesseess && OOrrtthhoottiiccss 1199 11557799 PPrreevveennttaattiivvee 11660011 6633 PPhhyyssiiccaall RReessttoorraattiioonn 6633 2211993377 PPeerrss.. AAssssiissttaannccee SSeerrvviicceess 2211994444 PPeeeerr CCoouunnsseellooiinngg 6655554477770022 ■ RReecceeiivveedd MMoobbiilliittyy TTrraaiinniinngg 111166662222 ■ RReeqquueesstteedd 4411 MMeennttaall RReessttoorraattiioonn 4400 46200 Information & Referral 45862 6415 IL Skills Training 6705 1917 Housing, Home Mod. & Shelter 2171 191 Family Services 207 245 Counseling 241 2094 Communication Services 2252 52 Children's Services 54 10621 Assitive Technology 10740 4065 Advocacy/Legal Services 4383 0 5000 10000 15000 20000 25000 30000 35000 40000 45000 50000 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11110000 GGooaallss sseett ttoo iinnccrreeaassee iinnddeeppeennddeennccee iinn aa ssiiggnniiffiiccaanntt lliiffee aarreeaa OOtthheerr CCoommmmuunniittyy//SSoocciiaall RReellooccaattiioonn PPeerrssoonnaall RReessoouurrccee IInnffoo AAcccceessss SSeellff ccaarree ■ GGooaallss iinn PPrrooggrreessss GGooaallss AAcchhiieevveedd ■ VVooccaattiioonnaall GGooaallss SSeett ■ EEdduuccaattiioonnaall CCoommmmuunniittyy MMoobbiilliittyy CCoommmmuunniiccaattiioonn Self Advocacy 0 2000 4000 6000 8000 10000 12000 14000 Improved access to Transportation, Health Care Services and Assistive Technology Assistive Tech In Progress Health Care ■ Achieving Access ■ Requiring Access ■ Transportation 0 2000 4000 6000 8000 10000 12000 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11110000 CCCCeeeennnntttteeeerrrr NNNNaaaammmmeeee RRRReeeessssppppoooonnnnsssseeee PPPPeeeerrrrcccceeeennnntttt RRRReeeessssppppoooonnnnsssseeee CCCCoooouuuunnnntttt Access II Independent Living Center 2.1% 77 BAILS (Bootheel Area Independent Living Center) 4.6% 173 DCAI (Disabled Citizen Alliance for Independence) 10.5% 392 DCIL (Delta Center for Independent Living) 2.2% 82 DRA (Disability Resource Association) 5.7% 211 HILC (Heartland Independent Living Center) 1.0% 36 ILCSEMO (Ind. Living Center of Southeast MO) 6.5% 241 ILRC (Independent Living Resource Center) 3.5% 131 LIFE (Living Independently for Everyone) 3.6% 136 MERIL (Midland Empire Resources for Ind. Living) 4.7% 177 NEILS (North East Independent Living Services) 7.0% 260 OIL (Ozark Independent Living) 2.4% 88 OMO (On My Own) 0.9% 33 PQ (Paraquad) 11.0% 411 RAIL (Rural Advocates for Independent Living) 1.2% 44 SADI (SEMO Alliance for Disability Independence) 7.3% 271 SCIL (Southwest Center for Independent Living) 8.0% 297 SIL (Services for Independent Living) 2.8% 104 TCIL (Tri-County Center for Independent Living) 3.9% 144 TILC (The Independent Living Center) 1.7% 63 TWP (The Whole Person) 7.2% 270 WILS (West Central Independent Living Services) 2.5% 93 TTTToooottttaaaallll 3333777733334444 CCCCCCCCeeeeeeeennnnnnnntttttttteeeeeeeerrrrrrrr NNNNNNNNaaaaaaaammmmmmmmeeeeeeee a AAcccceessss IIII IInnddeeppeennddeenntt LLiivviinngg CCeenntteerr BAILS (Bootheel Area Independent Living Center) ■ a DCAI (Disabled Citizen Alliance for Independence) a DCIL (Delta Center for Independent Living) DRA (Disability Resource Association) ■ a HILC (Heartland Independent Living Center) ILCSEMO (Ind. Living Center of Southeast MO) ■ a ILRC (Independent Living Resource Center) ■ LIFE (Living Independently for Everyone) MERIL (Midland Empire Resources for Ind. Living) ■ a NEILS (North East Independent Living Services) a OIL (Ozark Independent Living) OMO (On My Own) ■ ■ PQ (Paraquad) RAIL (Rural Advocates for Independent Living) ■ ■ SADI (SEMO Alliance for Disability Independence) a SCIL (Southwest Center for Independent Living) a SIL (Services for Independent Living) a TCIL (Tri-County Center for Independent Living) a TILC (The Independent Living Center) a TWP (The Whole Person) a WILS (West Central Independent Living Services) 66 ooff 5588 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11110000 AAAArrrreeee yyyyoooouuuu aaaa UUUUnnnniiiitttteeeedddd SSSSttttaaaatttteeeessss VVVVeeeetttteeeerrrraaaannnn???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 10.8% 384 No 89.2% 3185 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333555566669999 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 111166665555 AAAAAAAArrrrrrrreeeeeeee yyyyyyyyoooooooouuuuuuuu aaaaaaaa UUUUUUUUnnnnnnnniiiiiiiitttttttteeeeeeeedddddddd SSSSSSSSttttttttaaaaaaaatttttttteeeeeeeessssssss VVVVVVVVeeeeeeeetttttttteeeeeeeerrrrrrrraaaaaaaannnnnnnn???????? YYeess NNoo AAAAAAAArrrrrrrreeeeeeee yyyyyyyyoooooooouuuuuuuu eeeeeeeelllllllliiiiiiiiggggggggiiiiiiiibbbbbbbblllllllleeeeeeee ffffffffoooooooorrrrrrrr MMMMMMMMiiiiiiiissssssssssssssssoooooooouuuuuuuurrrrrrrriiiiiiii MMMMMMMMeeeeeeeeddddddddiiiiiiiiccccccccaaaaaaaaiiiiiiiidddddddd???????? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 84.3% 3010 No 13.6% 484 I don't know 2.1% 75 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333555566669999 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 111166665555 AAAArrrreeee yyyyoooouuuu eeeelllliiiiggggiiiibbbblllleeee ffffoooorrrr MMMMiiiissssssssoooouuuurrrriiii MMMMeeeeddddiiiiccccaaaaiiiidddd???? C Yes No I don't know 77 ooff 5588 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11110000 AAAArrrreeee yyyyoooouuuu aaaa rrrreeeeggggiiiisssstttteeeerrrreeeedddd vvvvooootttteeeerrrr???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 77.1% 2749 No 22.9% 816 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333555566665555 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 111166669999 AAAAAAAArrrrrrrreeeeeeee yyyyyyyyoooooooouuuuuuuu aaaaaaaa rrrrrrrreeeeeeeeggggggggiiiiiiiisssssssstttttttteeeeeeeerrrrrrrreeeeeeeedddddddd vvvvvvvvooooooootttttttteeeeeeeerrrrrrrr???????? YYeess NNoo DDDDoooo yyyyoooouuuu vvvvooootttteeee ffffoooorrrr eeeelllleeeecccctttteeeedddd ooooffffffffiiiicccciiiiaaaallllssss???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 85.3% 2352 No 14.7% 404 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 2222777755556666 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 999977778888 DDDDoooo yyyyoooouuuu vvvvooootttteeee ffffoooorrrr eeeelllleeeecccctttteeeedddd ooooffffffffiiiicccciiiiaaaallllssss???? Yes No 88 ooff 5588 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11110000 DDDDiiiidddd yyyyoooouuuu rrrreeeecccceeeeiiiivvvveeee aaaannnnyyyy AAAAddddvvvvooooccccaaaaccccyyyy sssseeeerrrrvvvviiiicccceeeessss???? AAAAssssssssiiiissssttttaaaannnncccceeee aaaannnndddd ////oooorrrr rrrreeeepppprrrreeeesssseeeennnnttttaaaattttiiiioooonnnn iiiinnnn oooobbbbttttaaaaiiiinnnniiiinnnngggg aaaacccccccceeeessssssss ttttoooo bbbbeeeennnneeeeffffiiiittttssss,,,, sssseeeerrrrvvvviiiicccceeeessss,,,, aaaannnndddd pppprrrrooooggggrrrraaaammmmssss ttttoooo wwwwhhhhiiiicccchhhh aaaa ccccoooonnnnssssuuuummmmeeeerrrr mmmmaaaayyyy bbbbeeee eeeennnnttttiiiittttlllleeeedddd.... RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 24.1% 856 No 75.9% 2693 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 3333555544449999 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 111188885555 DDDDDDDDiiiiiiiidddddddd yyyyyyyyoooooooouuuuuuuu rrrrrrrreeeeeeeecccccccceeeeeeeeiiiiiiiivvvvvvvveeeeeeee aaaaaaaannnnnnnnyyyyyyyy AAAAAAAAddddddddvvvvvvvvooooooooccccccccaaaaaaaaccccccccyyyyyyyy sssssssseeeeeeeerrrrrrrrvvvvvvvviiiiiiiicccccccceeeeeeeessssssss???????? AAAAAAAAssssssssssssssssiiiiiiiissssssssttttttttaaaaaaaannnnnnnncccccccceeeeeeee aaaaaaaannnnnnnndddddddd ////////oooooooorrrrrrrr rrrrrrrreeeeeeeepppppppprrrrrrrreeeeeeeesssssssseeeeeeeennnnnnnnttttttttaaaaaaaattttttttiiiiiiiioooooooonnnnnnnn iiiiiiiinnnnnnnn oooooooobbbbbbbbttttttttaaaaaaaaiiiiiiiinnnnnnnniiiiiiiinnnnnnnngggggggg aaaaaaaacccccccccccccccceeeeeeeessssssssssssssss ttttttttoooooooo bbbbbbbbeeeeeeeennnnnnnneeeeeeeeffffffffiiiiiiiittttttttssssssss,,,,,,,, sssssssseeeeeeeerrrrrrrrvvvvvvvviiiiiiiicccccccceeeeeeeessssssss,,,,,,,, aaaaaaaannnnnnnndddddddd pppppppprrrrrrrrooooooooggggggggrrrrrrrraaaaaaaammmmmmmmssssssss ttttttttoooooooo wwwwwwwwhhhhhhhhiiiiiiiicccccccchhhhhhhh aaaaaaaa ccccccccoooooooonnnnnnnnssssssssuuuuuuuummmmmmmmeeeeeeeerrrrrrrr mmmmmmmmaaaaaaaayyyyyyyy bbbbbbbbeeeeeeee eeeeeeeennnnnnnnttttttttiiiiiiiittttttttlllllllleeeeeeeedddddddd........ [] YYeess NNoo WWWWhhhhaaaatttt wwwwaaaassss yyyyoooouuuurrrr eeeexxxxppppeeeerrrriiiieeeennnncccceeee wwwwiiiitttthhhh tttthhhheeee AAAADDDDVVVVOOOOCCCCAAAACCCCYYYY sssseeeerrrrvvvviiiicccceeeessss yyyyoooouuuu rrrreeeecccceeeeiiiivvvveeeedddd???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Satisfied 94.7% 819 Somewhat Satisfied 4.5% 39 Dissatisfied 0.8% 7 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 888866665555 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 2222888866669999 WWWWhhhhaaaatttt wwwwaaaassss yyyyoooouuuurrrr eeeexxxxppppeeeerrrriiiieeeennnncccceeee wwwwiiiitttthhhh tttthhhheeee AAAADDDDVVVVOOOOCCCCAAAACCCCYYYY sssseeeerrrrvvvviiiicccceeeessss yyyyoooouuuu rrrreeeecccceeeeiiiivvvveeeedddd???? IJ Satisfied Somewhat Satisfied ■ IJ Dissatisfied 99 ooff 5588 AAAAnnnnnnnnuuuuaaaallll IIIILLLL OOOOuuuuttttccccoooommmmeeeessss SSSSuuuurrrrvvvveeeeyyyy FFFFYYYY11110000 DDDDiiiidddd yyyyoooouuuu ggggaaaaiiiinnnn kkkknnnnoooowwwwlllleeeeddddggggeeee,,,, sssskkkkiiiillllllll aaaannnndddd////oooorrrr iiiinnnnddddeeeeppppeeeennnnddddeeeennnncccceeee ffffrrrroooommmm tttthhhheeee AAAADDDDVVVVOOOOCCCCAAAACCCCYYYY sssseeeerrrrvvvviiiicccceeee???? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 90.9% 786 No 9.1% 79 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 888866665555 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 2222888866669999 DDDDDDDDiiiiiiiidddddddd yyyyyyyyoooooooouuuuuuuu ggggggggaaaaaaaaiiiiiiiinnnnnnnn kkkkkkkknnnnnnnnoooooooowwwwwwwwlllllllleeeeeeeeddddddddggggggggeeeeeeee,,,,,,,, sssssssskkkkkkkkiiiiiiiillllllllllllllll aaaaaaaannnnnnnndddddddd////////oooooooorrrrrrrr iiiiiiiinnnnnnnnddddddddeeeeeeeeppppppppeeeeeeeennnnnnnnddddddddeeeeeeeennnnnnnncccccccceeeeeeee ffffffffrrrrrrrroooooooommmmmmmm tttttttthhhhhhhheeeeeeee AAAAAAAADDDDDDDDVVVVVVVVOOOOOOOOCCCCCCCCAAAAAAAACCCCCCCCYYYYYYYY sssssssseeeeeeeerrrrrrrrvvvvvvvviiiiiiiicccccccceeeeeeee???????? YYeess NNoo DDDDDDDDiiiiiiiidddddddd tttttttthhhhhhhhiiiiiiiissssssss AAAAAAAADDDDDDDDVVVVVVVVOOOOOOOOCCCCCCCCAAAAAAAACCCCCCCCYYYYYYYY sssssssseeeeeeeerrrrrrrrvvvvvvvviiiiiiiicccccccceeeeeeee mmmmmmmmaaaaaaaakkkkkkkkeeeeeeee aaaaaaaa ppppppppoooooooossssssssiiiiiiiittttttttiiiiiiiivvvvvvvveeeeeeee cccccccchhhhhhhhaaaaaaaannnnnnnnggggggggeeeeeeee iiiiiiiinnnnnnnn yyyyyyyyoooooooouuuuuuuurrrrrrrr lllllllliiiiiiiiffffffffeeeeeeee???????? RRRReeeessssppppoooonnnnsssseeee RRRReeeessssppppoooonnnnsssseeee AAAAnnnnsssswwwweeeerrrr OOOOppppttttiiiioooonnnnssss PPPPeeeerrrrcccceeeennnntttt CCCCoooouuuunnnntttt Yes 90.9% 786 No 9.1% 79 aaaannnnsssswwwweeeerrrreeeedddd qqqquuuueeeessssttttiiiioooonnnn 888866665555 sssskkkkiiiippppppppeeeedddd qqqquuuueeeessssttttiiiioooonnnn 2222888866669999 DDDDiiiidddd tttthhhhiiiissss AAAADDDDVVVVOOOOCCCCAAAACCCCYYYY sssseeeerrrrvvvviiiicccceeee mmmmaaaakkkkeeee aaaa ppppoooossssiiiittttiiiivvvveeee cccchhhhaaaannnnggggeeee iiiinnnn yyyyoooouuuurrrr lllliiiiffffeeee???? Yes No 1100 ooff 5588