Case Studies

A landscape analysis from January 2025 revealed a significant crisis in Orange County, with 397 total families receiving coordinated entry services and 242 children aged 0–5 experiencing homelessness.

Families Forward, a partner agency of CalOptima Health, is dedicated to preventing and ending family homelessness in Orange County. They identified a critical gap:

• Shrinking Resources: Funding for rapid rehousing and permanent supportive housing is decreasing.

• The "Upstream" Gap: Many families facing housing insecurity do not qualify for limited government resources until they are already homeless.

As a behavioral health agency serving 14 counties in North Central Florida with over 34 different programs, Meridian faced significant hurdles in gathering reliable client feedback:

• Lack of Randomization: Clinician-led surveys were inconsistent, as some providers were diligent while others were unaware the surveys existed.

• Geographic and Programmatic Diversity: Overseeing levels of care ranging from primary care to inpatient and residential treatment required a centralized feedback solution that delivered both high-level organizational snapshots and site-specific performance metrics.

• Preserving Anonymity: In residential settings, capturing candid feedback required a system where clients felt safe from staff monitoring.

• Leadership Visibility: Senior leadership needed a more efficient way to monitor performance indicators across all sites without relying on manual reporting.

Comprehensive Healthcare operates as a large-scale behavioral health agency, providing diverse services—including outpatient mental health, substance use, inpatient treatment, and residential programs—across at least five counties in Washington State. Before partnering with Pulse For Good, the organization faced several hurdles in capturing meaningful client voices:

• Low Engagement Rates: Previous attempts to utilize text message and online surveys proved challenging, often resulting in poor response rates from clients.

• Data Fragmentation: With multiple locations in cities like Yakima, Ellensburg, Sunnyside, Pasco, and Walla Walla, the agency needed a way to consolidate feedback for both local campus directors and high-level board reporting.

• Language Barriers: Manually translating Spanish comments was time-consuming and often led to inaccuracies in AI sentiment categorization.

Shelter KC provides a wide array of services including emergency overnight sheltering, case management, and recovery programs like the Christian Community of Recovery. Despite their comprehensive approach—which includes specialized mental and physical health stabilization—the organization faced a challenge in evaluating the impact of their trauma-informed facility renovations.

Traditional metrics like job placement or housing status failed to capture the experience and feedback felt by guests within the facility. They identified several critical needs:

• Beyond "Better than the Alternative": Shelter KC wanted to measure improvement against their own past performance rather than simply comparing themselves to lower-quality shelters.

• The Voices of the Vulnerable: One principle of trauma-informed care is ensuring participants have a voice, yet collecting honest feedback from a population that may be wary of authority is difficult.

• Actionable Maintenance and Policy Data: Staff needed a way to prioritize maintenance issues—like broken water fountains or dripping faucets—and identify policy friction points in real-time.