LIFT Annual Report 2014: What Matters Most | Page 14

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SYSTEMATIC LISTENING

For families struggling to make ends meet, navigating
the systems set up to help them can be daunting. And
demoralizing. By the time many people walk through our
doors, they feel hopeless. LIFT is committed to building
trusting relationships – starting first by treating people with
dignity and respect. We not only emphasize customer service,
but we actively ask our Members for feedback after every
meeting with them.
We embarked on a journey to innovate and improve how we
measure our work. At the core of our evaluation is a commitment
to systematically listen to our Members. Last year, we piloted our
feedback system in our Philadelphia and Chicago regions. Early
results are giving us fascinating insight into what matters most to
our Members.
Members Feel Dignified and
Respected

93% of our Members believe
strongly that LIFT staff treat
them with dignity and respect.

Social Supports Matter

Connectedness Contributes to
Success

Five of the top indicators of
Member success are related to
confidence and connectedness.

The number one indicator
of success is Member
response to the question: “I
am more connected to the
community and community
resources thanks to LIFT.”