2018 Parent Survey Responses

Thank you to everyone who participated as your feedback helps us evaluate ourselves and guides us in making changes to better serve you.

We were pleased to find that 95% of respondents were satisfied with the overall quality of services provided by CDA. But as expected, we found areas we can improve on. Below we have summarized and provided responses to some of the most common questions and areas of concern from the survey. If you need specific help or questions answered please do not hesitate to speak with your Child Care Eligibility Specialist (CES) or a Case Management Supervisor.

To help provide more resources and support to families we have created a Family Resource Coordinator position. Our new Family Resource Coordinator will join our team this July to assist in providing more meaningful referrals and community connections for families. Our staff will receive support and training on available resources, how to effectively make referrals, and connecting families to other community agencies and services.

At any time you find you need referrals or information on a particular resource please feel free to contact your CES. Resources and information can also be found on the Family Resources page on our website.

We want to allow this option for families and are in the process of looking at mobile friendly and online technology that is secure and meets the California Department of Education’s requirements.  There are strict regulations in place regarding the collection of digital signatures and storage of electronic documents that are meant to protect your information and ensure program integrity.  We feel we are close to finding a solution that meets the legal requirements so we can implement technology in the next 3 to 6 months that will make it easier for parents to complete some forms online.

The California Department of Education sets the rules on how we calculate income to determine if a family is income eligible and if they will have family fees. We are required to collect a full month of income for the month proceeding an enrollment or recertification. (Families who work unpredictable hours or are self-employed need to supply 3 or more months of income.) Based on how a family is paid (or receives other income) we must calculate a monthly average to determine if a family meets the income guidelines. Unfortunately, the state does not give us the authority to consider a family’s other expenses and we are required to use your gross income (before taxes or other expenses) when determining eligibility and family fees.  If you are unsure how your income was determined, you may contact your CES who can review in detail how your income was calculated.

Excellent customer service and being responsive is very important to us and it is our policy that calls and emails are responded to no later than the end of the next business day. If at any time you are not getting a quick response you may contact a supervisor. Also, if your CES is unavailable or out of the office you may request to speak to the Duty Worker who can assist you.

We currently do not have a process in place to refer child care providers that are active with CDA. However, we are researching the possibility and if the California Department of Education approves our plan we hope to deploy a referral process for CDA clients in the next 3 to 6 months.  In the meantime, if you are in need of a referral for a child care provider you may contact the YMCA Child Care Resource and Referral Service at 1 800-481-2151 or www.ymca.org.

We understand it may be confusing to complete CDA’s attendance records. To help, we are in the process of developing online videos that review the process of completing an attendance record. Also, CES staff will receive additional guidance on best practices for training parents on how attendance records should be completed. If you are unclear on how to complete attendance records please contact you CES for assistance.  Instructions on completing attendance records can also be found in the Alternative Payment Program Guidelines here.

We can accept documents through the mail, fax, or electronically so you don’t have to make a special trip to the office. We have created an easier way to turn in documents on our newly released website that allows you to electronically submit information securely through the website. To access, visit our Report a Change form by clicking here. Unfortunately, some documents do require an original signature, so you may need to place those types of documents in the mail.

Also, we are currently piloting a mobile office where we can complete enrollments and recertifications remotely. If you are having trouble getting to our office for a required appointment please let your CES know and we will make arrangements to come to you.

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