MC3 Value: Welcoming

Welcoming means that all individuals, regardless of their presenting issues, are greeted warmly and without judgment or criticism in every environment in which they seek help.

Examples of Indicators:

  • Artwork is warm and inviting.
  • Immediate intakes and meetings are available and occur.
  • Friendly staff at entry points.
  • Services are easily available on transportation lines.
  • Groups/meeting times are accommodating of individual’s schedule.
  • Individuals’ satisfaction with the agency’s environment is assessed through surveys, focus groups, in-depth interviews, and consumer advisory panels.
  • Waiting areas are comfortable, respectful of all, reasonably private, and appropriately supervised.
  • People report they feel welcomed and helped even when they are not at their best.
  • Short length of time from first contact to first appointment, same day appointments are ideal. People are served as quickly as possible when in need.
  • People return for further help and assistance.
  • Messages are returned within 24 hours or less.
Assessments:
  • IMPACT Welcoming Survey: Brief survey of Y/N questions about various procedural and interpersonal elements that are critical to helping clients feel welcomed when attempting to access services at an agency; eight different domains of potential focus for quality improvement, can be administered all at once or by specific domain; can be administered to either clients or staff with minor revision; used to inform and evaluate quality improvement efforts.

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