Homeless Survey Template: Family Access Point

This survey template is designed for organizations operating Family Access Points centralized intake and referral hubs that connect families experiencing homelessness or housing instability to appropriate services. Family Access Points serve as the front door to the homeless response system, and gathering client feedback at this stage is essential for understanding whether families feel welcomed, informed, and appropriately directed.

Families navigating a housing crisis are often overwhelmed, frightened, and unsure of what to expect. The intake process at a Family Access Point sets the tone for their entire experience with the service system. A survey at this stage helps organizations understand whether their intake process is trauma-informed, efficient, and accessible and whether families leave the interaction feeling heard and hopeful.

This template captures client feedback across several key dimensions, including clarity of information provided, staff approachability and professionalism, wait times, accessibility of the location and process, and whether families felt their specific needs were understood. It also includes questions about language access and whether families received appropriate referrals to next-step resources.

Use the data collected through this survey to refine intake protocols, improve staff training, and identify gaps in the referral network. Tracking responses over time can reveal trends related to seasonal demand, service bottlenecks, or populations that may be underserved. Sharing anonymized results with frontline staff creates a feedback loop that supports continuous improvement and reinforces a culture of client-centered service.