At Pro Bono Counseling, our priority is to provide the mental health support that suits you best. And that includes listening to you and ensuring that we are meeting your needs with our services and resources, and advancing our equity goals.
Pro Bono Counseling has partnered with Listen4Good, a program that helps organizations hear directly from clients about what the organization does well and what could be improved. We are working to create an effective feedback system that enables us to respond to your needs and deliver measurable impact.
We’ve recently completed the first phase, which involved asking PBC clients to participate in a brief, anonymous, voluntary survey on the phone. We asked questions about what we do well, what we could improve, and some specific questions about our services including the WARMLine. Survey respondents were very similar to PBC callers in general in terms of age, race, ethnicity, and gender.
Callers highlighted some of the ways they felt heard and seen by Pro Bono Counseling. They noted caring and empathetic interactions with staff. They appreciated the clear explanation of the phone interview process. Callers welcomed learning about the WARMLine and other resources, and knowing that those supports are available.
It’s not only important to listen to your feedback, but respond and implement necessary changes. Many clients shared that their overall experience with Pro Bono Counseling was positive, and they noted that they would appreciate a shorter wait time to schedule the phone interview. We also heard that while callers were waiting, they valued hearing about the WARMLine as another mental health support and suggested we continue to encourage callers to connect with the WARMLine. Sometimes callers inquire about additional mental health supports. Increasing Pro Bono Counseling’s relationships with community partners will help us to provide those connections.
For more information on the first phase of the project, CLICK HERE to view a brief video on the process.
To provide feedback on your experience with Pro Bono Counseling, please CLICK HERE to complete a client survey.
Since its founding in 1991, Pro Bono Counseling® (PBC), a non-profit 501(c)(3) corporation, has helped over 30,000 individuals and families throughout Maryland connect with volunteer counselors and obtain the mental health care they could not otherwise afford. Presently, PBC has over 850 volunteer clinicians all over the state of Maryland who give over 11,000 hours of their time each year.
If you’d like to support PBC, please click here to make an online, tax-deductible gift.
