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Evaluation of the Maine Aging - page 23 / 51





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Responsiveness to Consumer Needs

DASH has offered community educational forums and developed audio, visual and print materials to improve access to information for individuals with specific needs. For example:

•    DASH minutes are audio taped for individuals with a visual impairment.

"Getting by this Winter" community forums were taped and are available on DVD for anyone who could not attend and for those who cannot access printed materials.

A heating resource guide was produced that includes programs, eligibility requirements, and who to call in the DASH service area.

DASH has worked to simplify the physical environment of intake and assistance and reception areas to decrease visual "noise" and clutter.

These efforts highlight the array of consumer response initiatives introduced by the DASH during its first 18 months of operation. Ongoing efforts to improve responsiveness were also reported by DASH management. One such improvement described as a 'next step' is to work on the DASH physical environment to provide more suitable arrangements for communication with visiting consumers who have a hearing impairment.

Consumer Satisfaction Survey respondents are positive in their reports about the responsiveness of DASH staff in terms of service quality indicators (courtesy and respectfulness) and their perception that they were listened to carefully:

Ninety-eight percent of respondents said that the person at DASH was courteous and respectful.

Ninety-three percent of respondents said the person at DASH listened carefully to what they wanted.

To further probe responsiveness, Consumer Satisfaction Survey respondents were asked if they applied for services through their contact with DASH, as this is among the more complex interactions required to access subsidized long term support services. Forty-six percent of those responding said they applied for services. For those who did apply for services, the survey asked about their experience in applying for services.

18Muskie School of Public Service

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