Bucks County Consumer/Family Satisfaction Team (C/FST)

As the first C/FST at Voice and Vision and one of the first teams in Pennsylvania, for 22 years the C/FST in Bucks County has had the opportunity to speak to thousands of people about their experiences with mental health and drug & alcohol services and to develop expertise in the gathering and reporting of the data collected.   What a privilege to represent the Voice of people and cast a Vision to funders and influencers based on what people say they want and need to recover and live a life of resiliency and hope!      

To gather the data, Field Staff Specialists (trained interviewers) who themselves have experience with receiving services, offer the opportunity for people to share their voice through interviews and/or focus groups. Each questionnaire or focus group is developed based on the purpose and goals of the project, coincides with Bucks County priorities, and looks at outcomes, what’s working well and recommendations for improvements. Reports of the data are disseminated to system partners and other stakeholders with the goal to implement change in the services where needed.

The C/FST meets monthly with the Bucks County Departments of Behavioral Health and Mental Health and Developmental Programs, the Drug and Alcohol Commission, and Magellan Behavioral Health of PA to implement the survey process, review the reports, and develop strategies that address findings in the data.

If you would like more information about Bucks County C/FST services at Voice and Vision please email: Paige Neuman, C/FST Coordinator at paigen@voiceandvisioninc.org or Susan Benzie, LSW, Director of Data, Research and Design at susanb@voiceandvisioninc.org

Recent examples of C/FST surveys conducted:

  • Children’s Site-based Crisis Services
  • Adult and Transitional Age Youth Recovery
  • Resiliency in Children
  • Multi-system Youth
  • Drug & Alcohol Family Engagement Project

Please see the Community Report section of this website to see the reports from many of our surveys.  You will find the Drug & Alcohol Family Engagement Project Report that continues to be shared with families, providers and community members to highlight the importance of educating and engaging families in the recovery process of their loved ones in order improve outcomes.