Listening, Learning, and Taking Action: How Families Are Shaping Compass Services

When we launched the Family Advisory Committee in 2024, our goal was simple but ambitious: to bring the voices of our clients into the heart of our decision-making. The Family Advisory Committee is now in full swing of its second cohort. Committee members are meeting with community leaders and leaders at Compass to share their feedback and make their voices heard on the issues that affect them – and we’re witnessing the impacts of both cohorts across the organization.  

The Power of the First Cohort 

The first FAC cohort, which wrapped up in June 2024, brought vital insights from families who had navigated Compass’ services. Their feedback turned into action—and change. 

Their recommendations led directly to: 

• Improved front-door experience: We added indoor waiting areas, installed weather canopies outside, and created clear protocols for greeting families and directing them efficiently.  

• Better service navigation: We’re piloting a new pocket-sized brochure that outlines Compass programs, and training all Compass staff to better explain service eligibility and referrals.  

• More transparent communication: We launched clearer communication practices between case managers and families—including backup contacts if a staff member is away—and implemented consistent feedback loops so clients know their voices are being heard.  

• Support around housing access: FAC input sparked the Homelessness and Supportive Housing Department to hire a consultant to look into creating new written guides and virtual options for Coordinated Entry assessments, helping families better understand and engage with the housing process.  

These aren’t just checkboxes—we’re seeing real results in client satisfaction and smoother service delivery. And this work is ongoing. 

An FAC alum shared that she was experiencing shorter wait times, and the distribution of goods like food and diapers has become more organized. 

Another alum said, “I felt heard in respected in seeing the organization make some changes immediately.” She’s noticed less people waiting in line for resources at 37 Grove Street, and she has received more communications about housing resources. 

What’s Ahead: The Second Cohort 

The 2025 FAC cohort pose after speaking with members of the SF Board of Supervisors for Advocacy Day.

The current FAC cohort, which wraps up in June 2025, is already zeroing in on key areas that matter deeply to families. Their draft recommendations include: 

• Clarity around case management expectations: Families want to better understand what they can expect from their case managers and how to best work together.  

• Promoting transparency: Requiring name tags for all staff would encourage transparency and help clients identify specific staff members.  

• Financial counseling for all: Families are asking for greater access to financial education and support—something we’re excited to explore expanding.  

These ideas are in progress, and we’re already looking at ways to turn them into action. Stay tuned for a second part to our story, how we’re implementing new feedback and how families are responding across the organization! 

A Culture of Listening 

The Family Advisory Committee is a movement toward more equitable, responsive, and family-centered services. We’re grateful to the parents and caregivers who have generously shared their time, insights, and experiences. Their leadership is helping Compass become better every day.