IDD client in chairClient Satisfaction Survey 2016

The Multnomah County Department of County Human Services Intelectual and Developmental Disability Services Division (IDDSD) Client Satisfaction Survey is a one-page survey distributed to all individuals receiving Case Management services through IDDSD. In 2016, the survey was developed to collect information about general satisfaction in the following domains:

  • Living arrangement
  • Caregiver Support
  • Self-direction
  • Workplace
  • Service Coordinator Support
  • Overall IDDSD Services

Survey questions were developed to align with the Oregon Office of Developmental Disabilities Services (ODDS) Quality Assurance Field Review Questions in the area of customer satisfaction and to further IDDSD’s strategic goals of promoting service quality and system improvement. This report provides a summary of the results of the client satisfaction survey, including an analysis of the client open-ended comments section and a summary of the resulting recommendations from the IDDSD management team. Survey results are a first step in identifying areas of strength and opportunities for growth within the division. The results also serve as a snapshot of general client satisfaction and a vehicle for clients to provide anonymous feedback to the division.

Read the full IDDSD Client Satisfaction Survey 2016.  

Report highlights

Clients shared open-ended feedback about IDDSD services and supports:

  • "Thank you for all the services you provide me and my support team. Without it, [I]would not be able to do many things that I do now."
  • "Communication - keep it open. Understand that people with disabilities will also have age-specific problems and mobility issues exist in more than one form..."

They also indicated general satisfaction:

  • 81% of clients said they were satisfied with IDDSD services
  • 78% of clients said they were satisfied with the support they received from their Services Coordinator
  • 76% of clients said they were satisfied with their ISP


The survey findings were reviewed with the managers, supervisors and all staff of IDDSD. After this review, the following key recommendations were identified for follow up:

  • Implement new training, tools, and timelines that support communication between case managers, clients, and families.
  • Adjust policies to foster more stability in the client/case manager relationship.
  • Create a “front door” committee to work on improving the clarity, transparency, and navigability of our systems.
  • Work on possible solutions to client housing and transportation needs. Are there additional resources that DD staff could be partnering with?
  • Identify additional workflow efficiencies to free up time for case managers.
  • Develop alternative communication tools to reinforce information for clients, such as videos, handouts, and improved messaging on our website.