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.
This guide discusses how to apply customer service principles to engage and support foster, adoptive, and kinship families more effectively.
Author: National Resource Center for Diligent Recruitment (NRCDR) at AdoptUSKids
Published: 2013
Updated: 2019
View the guide
Using Customer Service Concepts to Enhance Recruitment and Retention Practices (2.3 MB PDF)
Tools found in the guide
- Developing Customer Service Standards and Guidelines: Activity 1 (30 KB PDF)
- Developing Customer Service Standards and Guidelines: Activity 2 (30 KB PDF)
- Guidelines for Creating Effective Customer Satisfaction Surveys (57 KB PDF)
- Agency Assessment for Good Customer Service (65 KB PDF)
- Is Your Response System Family Friendly? (128 KB PDF)
