Interventions in Committee
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Michelle Lattimore
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Michelle Lattimore
2016-12-08 15:51
It's interesting. We tend to make an assumption sometimes that it is the processing time that is the highest irritant for clients. What we've found through other outreach avenues with clients is that in fact that tends to fall in the bottom half of what really upsets people. What we understand from clients, having spoken to them—and especially following the work that we did with our family class design challenge this year—is, as Mr. Orr mentioned, that the inability to access case status information is an irritant. Also, having to work through processes that don't seem intuitive and that don't seem to make sense to them is an irritant to the clients. They also feel that they need to be heard by us, that they need to be heard when things go off the rails. They don't always feel heard.
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