Continuing the Conversation: What We Heard from Families in 2025

At Compass Family Services, we believe that listening to the families we serve is essential to providing responsive, effective, and equitable services. Last month, we shared how our Family Advisory Committee (FAC) has been driving change across Compass—offering firsthand recommendations that led to improvements in communication, service navigation, and housing access. 

That same commitment to family voice continues through our annual client survey. Every year, we invite all Compass clients to share their experiences and ideas for improvement—and then we take action. 

In February 2025, 366 clients responded to our agency-wide satisfaction survey, sharing valuable feedback that is now guiding updates across our programs. 

What We Heard 

Families shared many strengths: 

• 78% are highly likely to recommend Compass to friends or family. 

• 91% agree that Compass respects their cultural background and identity. 

• 87% say they feel welcome at Compass. 

Families also pointed out areas for improvement—many of which echo what we’ve heard through the Family Advisory Committee: 

• Faster response times and clearer communication from staff 

• More detailed information about program expectations 

• Additional housing support, including for families who don’t qualify for housing programs through the Department of Homelessness and Supportive Housing 

• More transparency around food distribution (such as expiration dates) 

  
  

How We’re Responding: Compass Commitments 

Based on what families shared, we’re taking the following steps: 

• Food Distribution: We will include Food Bank expiration guidelines in every food bag, and we’re working to offer more healthy options and larger quantities for big families. 

• Communication: New phone lines will make it easier for families to text and call staff. 

• Housing Support: We’ve expanded housing workshops and now offer 1:1 support for all Compass families—even those not enrolled in a housing program. 

• Program Clarity: We’re developing written materials to explain what families can expect when they participate in Compass programs, from start to finish. 

• Workforce Development Support: Compass is offering a new workforce development series through our C-Work program.

These improvements directly reflect what families told us—and build on the momentum started by the FAC. 

Coordinated Entry: Making a Complex System More Navigable 

Families also shared feedback about Coordinated Entry, San Francisco’s system for connecting families with housing and shelter. In response, our Central City Access Point (CCAP) team is working with the city to make key improvements: 

• We’re working with the city to develop clear, written explanations about how Coordinated Entry works and how to stay active on housing waitlists. 

• We’re asking the Department of Homelessness and Supportive Housing to notify us in advance of any changes, so we can keep families informed. 

• We’ll train other community organizations to better support families through the Coordinated Entry process. 

• We’ll review and confirm all family information before it’s added to the One System database to prevent errors. 

These efforts reflect our ongoing commitment to reducing confusion and increasing transparency for the families navigating this often complex system. 

A Culture of Listening 

From our Family Advisory Committee to our annual client survey, one thing is clear: families are leading the way. 

We’re deeply grateful to every parent and caregiver who shared their voice through this year’s survey. Your feedback is already shaping stronger, more responsive services—and helping Compass grow into an organization that listens deeply and acts boldly. 

Stay tuned as we continue to implement changes and report back on our progress. This is just one more step in building a more family-centered Compass, together.