Bridging the Gap: Fostering Open Dialogue on Resource Access and Service Needs

This project investigates whether there are additional resources desired by clients or are needed to better support said clients in their recovery at the Interim, Inc. organization. This agency is a nonprofit organization whose sole purpose is to build community connections through providing services to individuals facing mental health and substance use challenges. While there is a wide range of programs available, there may still be clients with unmet needs. The purpose of this project was to identify any service gaps by conducting separate surveys of clients and staff members. Through the use of open-ended questions, the expectation of receiving qualitative feedback on resources clients feel are unavailable or difficult to access, and to assess the staff members’ individual awareness of available services. The results do indicate some inconsistencies among staff and clients, alike, such as the 988 Suicide and Crisis Lifeline, suggesting that more thorough communication and staff training are needed. Recommendations include the agency’s prioritization in educating staff on available resources in order to have the necessary information to pass onto clients, as well as continuing to gather and communicate these needs of clients more frequently. This will help ensure that clients receive the support they need and the agency’s services remain responsive to those needs.