Customer service concepts for recruitment and retention

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)