United Way surveys its agencies to improve programs in central Texas

At the United Way in Austin, Zoomerang is helping the staff expand their evaluation process for more effective use of their resources.

The United Way Capital Area works with 43 nonprofit agencies in 10 counties as well as city and county agencies in the central Texas region. To determine how to best utilize their resources, the United Way needs to understand where to focus efforts to best serve partner agencies and volunteers.

Survey leads to improvements in RFP process
Every two years, nonprofits apply to the United Way to receive funding. Between 80 and 150 volunteers help evaluate these requests.

The United Way Capital Area first used Zoomerang to survey the volunteers and nonprofit applicants regarding the review process. The RFP (requests for proposal) asked the nonprofits about their board members and finances. When we surveyed the nonprofit applicants, we learned they had concerns about our reporting requirements. Our requested budget format was different than theirs, and it took a lot of effort for the agencies to conform to our format. Some found it was too hard, says Michelle Krejci Huck, Director of Community Investments. Once the United Way Capital Area learned about these concerns, they changed the RFP requirements, allowing nonprofits to submit information in their own format. It was a lot easier for them, she says. Besides improving the RFP process, we also got great comments on training and orientation from our volunteers. And from the comments we redesigned the training process, she says.

Online survey software makes surveys manageable
Prior to using Zoomerang, the staff at the United Way relied on pen-and-paper surveys that were either mailed or faxed, or completed in Microsoft Word and emailed. It took hours and hours to put together a survey, says Krejci Huck. It was horrible. Then she heard about Zoomerang. The survey process could be quite overwhelming, so Krejci Huck saw Zoomerang as an easy tool that could streamline the process.

For example, Zoomerang helps us understand where to focus our resources, she says. When she and her team used Zoomerang to survey volunteer committees, they saved several hours per survey. Each survey went out to between 15 and 50 people and received about an 80% response rate. We try to keep the surveys short. The close-ended surveys are easier to complete. We also use prompts with the few open-ended questions. It gives survey takers an opportunity to express their opinions, she says.

Cost effectiveness critical to nonprofits
Nonprofits have always had to operate with limited resources, and United Way is no different. We found Zoomerang really effective, so we were thankful that when we went to renew our membership, we saw that they offered a nonprofit rate, she says. United Way is finding that the annual membership that allows for unlimited surveying is proving to be a great resource. We use it a lot, she says, and with their limited resources, Zoomerang becomes even more valuable.

Given the success of some of their internally focused surveys, Krejci Huck found other departments approaching her about the survey tool. 211 Texas is an information and referral hotline for heath and human services, she explains. In the past year or two, the demand for this service has skyrocketed. United Way surveyed the supporting agencies to get feedback on use of the service. With Zoomerang, we were able to inquire how helpful these programs are. Without Zoomerang, evaluating these programs would have been just too expensive, she says.

Data from surveys contributes to public policy planning
Krejci Huck is regularly expanding her use of the survey software. We use Zoomerang for planning, to learn about gaps in service, to help formulate and focus resources and to encourage volunteers, she says. Were branching out to support collaborations with other nonprofit groups and government agencies in Central Texas. The results from Zoomerang help groups make recommendations, she says. She finds that the survey results help the organizations develop public policy. They may have had ideas about how certain programs were received, but with Zoomerang, now we have the data to back it up, she says. It gives groups a leg to stand on.