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2003 DSHS Statewide Survey of Washington Residents

Executive Summary

The first DSHS Public Survey was administered in June 2001 by the Gilmore Research Group. Gilmore Research conducted the telephonic survey again in May and June 2003. Each time approximately 800 Washington State residents were questioned. In the two year period, most findings remained stable, but perceptions of special needs services changed from 2001 to 2003. Residents in 2003 appeared to be less satisfied with services for clients with special needs. More respondents indicated that it was too difficult to get special needs services, while fewer thought that it was too difficult for people with special needs to get welfare grants and services. The main questions and responses were:

Do State residents think that DSHS is doing a good job?
Most respondents continued to be positive about the Department’s job performance. A majority believes that the Department and its programs are doing a good job. A 3% decrease in the number of people who think that the DSHS does a good job overall was not a statistically significant change. However, from 2001 to 2003 there was a statistically significant down-turn in the number of people who agreed that DSHS does a good job serving people with special needs. The greatest changes in this perception occurred among respondents who were white, female, better educated, and from Western Washington.

Do State residents think it is too difficult to access DSHS programs?
About one out of four respondents felt that it is too difficult to get most DSHS services. In both 2001 and 2003, a lower number felt that it is too difficult for needy families to get food stamps and welfare grants. Once again, the greatest change between 2001 and 2003 occurred in the area of special needs. 2003 respondents were more likely than those in 2001 to believe that it is too difficult for people with special needs to obtain specialized services. Conversely, 2003 respondents were less likely to believe that it is too difficult for people with special needs to get welfare grants and food stamps.

Do State residents think that services are provided to people who should not receive these services?
Overall, about one in four respondents felt that DSHS gives services to people who should not receive them. A larger number (about four out of ten) said that DSHS gives food stamps and welfare grants too often to families who shouldn’t get them. There were no significant differences between 2001 and 2003 responses in this area.

How does experience with DSHS programs influence perceptions of DSHS?
Respondents who had personal experience with DSHS programs for needy families and those who learned about DSHS services from friends, family and acquaintances were more likely to feel that DSHS and its programs do a good job. Persons who had personal experience with DSHS special needs programs were least likely to feel that DSHS and its programs do a good job. This is a reversal from the 2001 survey, where those with special needs experience were more likely to be positive about DSHS programs.

Opinions about DSHS’s distribution of services varied greatly based on respondents’ experience and the specific program in question. Respondents who had experience with DSHS services for children and youth were more likely to believe access is difficult, while those with experience with DSHS special needs programs were less likely to feel that access is difficult.

How do demographic variables influence perceptions of DSHS?
In 2003, people who were most likely to agree that DSHS and/or programs within DSHS do a good job tended to be:

• Younger
• Lower income
• Less educated
• Hispanic or of some other minority background

Demographic characteristics were also related to perceptions of the distribution of services:

• Hispanic and other minority respondents were more likely to believe that it is too difficult to access DSHS programs, while respondents from Eastern Washington are less likely to feel that it is difficult to access special needs programs.
• Residents of Eastern Washington, those without college degrees and those over the age of 74 were more likely to feel that DSHS services too often go to the undeserving. Hispanic and other minority respondents were more likely to feel that medical care and insurance coverage go to undeserving families.

How do State residents think that DSHS can improve services?
Respondents had a number of suggestions to improve DSHS services. The dominant themes included:

• Need for more screening and monitoring of DSHS cases
• Need to make it easier for the deserving to receive services, while making it more difficult for the undeserving
• Need for more DSHS staffing and funding
• Need for less bureaucracy and more efficiency in service delivery
• Need for more and/or better services for children and youth
• Need for more prevention and training

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Modified: Friday August 17 2007

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