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How to Use Customer Service Concepts to Enhance Recruitment and Retention of Foster, Adoptive, and Kinship Families
Through our work with States, Tribes, and Territories, we have been on a journey to help public child welfare systems improve retention, engagement, and satisfaction levels of their foster, adoptive, and kinship families. Our new publication, Using Customer Service Concepts to Enhance Recruitment and Retention Practices (PDF – 852 KB), from the National Resource Center for Diligent Recruitment at AdoptUSKids has evolved because of this journey. It integrates and adapts lessons learned about good customer service from world-class leaders in business, child welfare, and the ongoing work of AdoptUSKids as it relates to the challenging and often stressful responsibilities of the child welfare system.
Although foster, adoptive, and kinship families have not traditionally been viewed as “customers” in the field of child welfare, the importance of the working relationship built between a family and an agency is one that involves many similar dynamics as those between a business and its customers. A family’s perception of how they are treated during their interactions with an agency and its staff members can have a major impact on their decision to become foster, adoptive, or kinship parents, and subsequently, on their decision to continue in that role.
What You’ll Find Inside this Publication
- An overview of customer service concepts that can help with recruitment and retention of foster, adoptive, and kinship families
- Tools for assessing, developing, and implementing relevant policies and practices to support good customer service in child welfare agencies
Download Using Customer Service Concepts to Enhance Recruitment and Retention Practices (PDF – 852 KB).
Other Recruitment and Retention Resources
If you’re looking for more free resources on how to recruit and retain foster, adoptive, and kinship families, we can help. Take advantage of these free resources and services offered through the National Resource Center for Diligent Recruitment at AdoptUSKids: