Cultural Responsiveness in Human Services Delivery:

  • Does the program meet the needs of culturally diverse service users in the community? Why or why not?
  • How would you demonstrate cultural competence and humility as a program evaluator?


  • Is the program effective?
  • Is the program improving service users’ quality of life? Are the expected benefits, results, and/or outcomes of the program being achieved?
  • Use the Likert scale listed below to rate the program’s overall performance. Provide a brief justification of the rating based on how you answered the previous questions in this section.
PoorBelow AverageAverageAbove AverageExcellent
  • What would you do if the program were awarded more money? What are the two most important things you would recommend for improving?

Support your Assignment with evidence from the Hart City interface (e.g., community needs assessment, data provided about the program you selected) and with scholarly sources.

Explanation & Answer length: 2 pages1 attachmentsSlide 1 of 1

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H A RT CITY Hart City Women’s Shelter Description and Program Goals • The Women’s Shelter is nonprofit 501(c)(3) organization. The organization offers a crisis-focused program that provides a short-term, safe residential shelter for women and their dependent children who have been involved with Child Protective Services. The program helps women find permanent housing through case management and referrals and provides day care services for non-school-aged children during the day. The goal of the program is to provide a fresh start to families with children who have been displaced from their homes by difficult circumstances and to support them in gaining independence. This is the only women’s shelter in Hart City. Target Population • The target population is women of all ages who have minor children living with them. Only children under the age of 18 are served. This is not a shelter for single individuals or individuals who are chronically homeless. The racial/ethnic and age-range distributions of the current populations served are as follows: Race and Ethnicity* • 44% White • 39% Black or African American • 5% Asian • 3% American Indian and Alaska Native • 1% Native American and Other Pacific Islanders • 8% two or more races *23% of the respondents identify as having a Hispanic, Latino, or Spanish origin. H A RT CITY Hart City Women’s Shelter Age Ranges • 45% 0–17 • 52% 18–29 • 3% 30–49 • 0% 50–69 • 0% 70 or older Funding Sources • The Hart City Women’s Shelter is a 501(c)(3) nonprofit organization. The shelter receives funding through the federal Temporary Assistance for Needy Families program. United Way provides additional funding. There are no fees obtained from the recipients of service. Eligibility • Single parents (women) who have a low income are eligible to receive services. All referrals come through the State’s Department of Children and Families. Women and their children are accepted anytime, day or night, depending upon the availability of space. Currently, there is a 6-month waiting list to be served. Services Offered • Services offered include a short-term, safe residential shelter (up to 90 days), essential services delivered onsite or through referral, case management, and referrals. Essential services address employment, health, mental health, substance abuse, housing, and education. No child development programs are offered for the children, except daycare services for non-school-aged children during the day. Private sleeping space is provided for each family. Three meals are provided per day. Program Location and Available Transportation • The program is located in Downtown Hart City. Individuals arrive by car, by bus, and by Children Protective Services transport. Program Staffing • Staff includes program leadership, 24-hour security staff, resident assistants, transportation workers, day staff for case management, and rehousing specialists. Volunteers also assist in providing services. Service Unit Outputs Annually (number of service users served, number of units delivered, and cost per unit) H A RT CITY Hart City Women’s Shelter • There are 12 family residential units available. In an average week, 12 families are provided with meals and shelter. • 48 total unique families annually are provided residential services. • 19,200 units of nights of shelter are provided annually. • 49,600 meals are served annually. • Cost is $60 per day per person, which is lower than similar programs. Survey Results • Staff at the Hart City Women’s Shelter distributed a satisfaction survey to service users to measure their perceptions of the program. Service users were asked to rate the degree to which they agreed with a series of statements about the program (e.g., “staff respond to my questions and concerns in a timely manner”). A summary of the results is provided below. For example, the results show that 10% of service users strongly agreed that staff respond to their questions and concerns in a timely manner. The satisfaction survey also included comment fields where service users could type or write in their own comments. A sampling of comments is provided below the table. Complaint Logs • The housing units are older, and often repairs are needed for essential living needs. Residents have reported that bugs are in their units, and this issue remains uncorrected. The food provided does not meet cultural and religious needs. Residents have complained about the turnover in staff positions and how this issue has negatively impacted effective communication and the ability to meet service user needs. External Evaluation Results (State Licensure and Accreditation, if Applicable) • The program is licensed by the state. At the most recent state inspection, the shelter agreed to pay $3,500. The administrator failed to ensure documentation of compliance with the employee background check requirements for three of six sampled personnel members. The facility review of the shelter property reflected five safety violations, which remain uncorrected. Program Outcomes Noted in Their Annual Report • 40% of service users find housing (permanent, transitional, or shared) after leaving the shelter. • 32% of service users attempt to return to the shelter for a second time. Most are denied reentry due to waiting lists. H A RT CITY Hart City Women’s Shelter • 22% of service users secure and maintain stable employment for at least 1 year following their stay at the shelter. • 86% of service users who receive treatment for substance abuse while at the shelter relapse within 1 year. • 10% of service users who did not graduate from high school earn a GED within 1 year of their stay at the shelter In the Media • As noted in a Hart City Express article, the Hart City Women’s Shelter is at risk of being closed due to continued state licensure violations, which remain uncorrected. United Way is considering withdrawing funding, as their standards are not being met. Hart City Women’s Shelter Survey Results !”#$%&'(“%)*+,-)’ !*#,-./&’0.#%%’ 0.#%%’ 3+)4.#%%’ %#$ 1%+*2%#’0.#%%’ -,#’3+)4.#%%’ !&#$ ‘(#$ !*#,-./&’ 3+)4.#%%’ ‘!#$ !*455’#%)6,-7)’*,’8&’9″%)*+,-)’4-7’:,-:%#-)’+-‘4′ *+8%/&’84–%#;’ ‘ !”#$ !*455’6#,$+7%)’8%’

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