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.
- 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.