Customer Service and Resource Family Retention

The kinds of interactions that occur between a resource family and child welfare agency staff, as well as the way a family perceives they are being treated, can often affect whether the family is willing to continue working with an agency. The National Resource Center for Diligent Recruitment (NRCDR) at AdoptUSKids developed a guide to help child welfare agencies use customer service concepts to improve their recruitment and retention efforts and provide a more positive experience for foster, adoptive, and kinship families.

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