Child and Family Services survey highlights strong relationships and paths to improvement

In April 2025, Olmsted County Child and Family Services (CFS) launched its first-ever point-in-time customer feedback survey, reaching more than 1,000 service recipients across the county. Of those, approximately 280 responded, offering meaningful insights into their experiences.

Surveys were delivered through text, email, and in some cases, by mail or hand delivery to ensure broad and equitable participation. The objectives of the survey were to listen, learn, and grow by hearing directly from those who interact with CFS programs and staff. The feedback provided a valuable snapshot of how families experience CFS support and where there is room to strengthen services.

Key findings

What’s working well

Overall, respondents reported high levels of satisfaction with their experiences. Two themes stood out most clearly:

• Respectful, engaged staff: Families deeply value the relationships they’ve built with CFS staff, describing them as knowledgeable, resourceful, communicative, and committed.
• Positive outcomes: Many individuals shared stories of progress—finding stability, staying sober, reducing stress, and gaining hope for the future. Youth reported improved school attendance, better attitudes, and stronger mental health. Parents noted more positive interactions with their children.

Respondents also felt their cultural backgrounds were respected and their family’s strengths were acknowledged, both of which are foundational to trust and healing.

Opportunities for improvement

While the feedback was encouraging, the survey also revealed areas where CFS can do better:

• Clearer communication: Families want more consistent updates, better coordination between providers, and a clearer understanding of timelines and processes.
• Reduced system barriers: Limited office hours, scheduling conflicts, and delays in being connected to a worker were common frustrations.
• Deeper understanding: Respondents expressed a desire for more staff training in areas such as mental health, addiction, and post-traumatic stress disorder (PTSD). Many also asked for additional parenting support and coaching tailored to their specific needs.

“This survey helps us understand what families are experiencing—what we’re doing well, and where we need to improve,” said CFS Director Gil Domally. “We’re incredibly grateful to those who took the time to share feedback. It will directly influence how we train staff, design services, and support families moving forward.”

CFS plans to use these results to continue building more responsive, transparent, and family-centered systems. This is just the beginning of a broader effort to keep community voices at the center of service design.

For more information about Olmsted County Child and Family Services or to stay updated on future engagement efforts, visit www.olmstedcounty.gov/engagewithCFS.