CAP Strategic Work Plan

City of Glendale — Regular Meeting (2020-04-16)

Extracted text (via pymupdf) 61857 characters

City of Glendale
Community Action Program
5850 W Glendale Ave, B-51
Glendale, AZ 85301
FY2020-2022
COMMUNITY NEEDS
ASSESSMENT AND
STRATEGIC WORK PLAN

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Table of Contents

Introduction

3
City of Glendale Characteristics

4
City of Glendale Community Needs

5
• Housing Activities

6
• Barriers to Affordable Housing

7
• Community and Public Facilities

8
• Public Services

• Barriers to Financial Stability

10
• Infrastructure and Economic Development

11
Community Action Items

16
Glendale CAP Service Delivery Goals and Action Items

19
Glendale CAP Goals

21
Glendale CAP Action Items

23
Customer Satisfaction

24
Appendix A

26
Appendix B

27
Appendix C

28
Appendix D

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Mission
The mission of the Community Services Department is to provide the support, the services and
the opportunities to Glendale residents that promote life-long learning, self-sufficiency and
community collaboration. The mission of the City of Glendale Community Action Program is to
provide responsible and efficient support services that foster self-sufficiency and emotional
stability to individuals and families facing financial hardship and/or a major life crisis.
Who We Are
Glendale Community Services operates as the main point of resources for City of Glendale
residents in need of assistance due to financial hardships and is the state designated
Community Action Agency for Glendale, AZ. The City of Glendale is committed to providing
direct services to low and moderate-income Glendale residents in the most dignified and
compassionate manner possible. Services include; energy assistance payments, public housing,
municipal utility assistance, crisis assistance for families, rent and mortgage assistance, home
repair and assistance for residents experiencing homelessness. The four-program focus areas
are Community Engagement, Emergency Services, Housing programs and Case Management.

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Introduction

The City of Glendale Community Services Department is comprised of five divisions, including;
Community Revitalization, Libraries, Community Engagement, Community Action Program and
Public Housing. In FY2016, the decision to realign community services to include these factions
was made after thoughtful planning on the best ways to serve Glendale residents with human
service-type needs. Public housing, community action and community revitalization providing
income-eligible programs and services directed towards income-challenged residents. The
vision was to develop an inter-departmental link to address the needs of housing, financial
stability and home stability. Libraries and Community Engagement provide social, educational
and volunteerism for residents that often contribute to stronger, safer and more engaged
communities.
Aside from Community Services, the City of Glendale offers an array of programs and services
by other departments to fill service gaps within its boundaries. Community partners, inter-
governmental agreements, regional collaborations and national networks provide depth and
coordinated dialogue towards the ever-evolving, complicated subject of fighting poverty.
Locally, the City of Glendale Community Revitalization division provides opportunities for
partners to apply for grant funding for projects that align with the City of Glendale’s priorities,
which include efforts to reduce poverty, the revitalization of low-income communities and the
empowerment of low-income families and individuals to become fully self-sufficient.
The following document will provide an in-depth analysis of a community needs assessment
survey completed in December 2019. Data from the survey will be used for this Community
Needs Assessment as well as the City of Glendale’s 2020-2024 HUD Consolidated Plan. Included
in the assessment will be the identification of key findings on the causes and conditions of
poverty within the City of Glendale. The Strategic work plan section will include goals and
strategies for addressing the needs identified in the Community Needs Assessment. The City
of Glendale’s Community Action Program will engage in setting measurable objectives to
effectively increase program efficiencies as well as targeted goals to move families and
individuals out of poverty.

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City of Glendale Characteristics
According to Census.gov, 2018 population estimates for the City of Glendale, AZ is 250,702 and
the percent of persons in poverty for the City of Glendale is 20.3%. Based on these estimates,
50,893 residents and 19,574 households in Glendale live at or below the Federal Poverty Level
(FPL). For FY19, Glendale CAP assisted approximately 6.4% of the total Glendale households
that are at or below the FPL.
The demographic makeup of the City of Glendale Community Action Program FY2018-19 clients
in comparison to the demographics of the City of Glendale and the State of Arizona
demonstrates the demographic differences of residents who seek Community Action Program
services within the City of Glendale compared to regional demographics (see Appendix A). It is
important to note that the City of Glendale CAP operates primarily to assist low to moderately
low-income residents. For FY19, 74.36% of all Glendale CAP client households were at or below
100% of the Federal Poverty Level, 35.32% of households served were at 50% or less of the FPL.
According to Census.gov 2013-2017 five-year estimates, Glendale zip code 85301 has
approximately 37.4% of its residents at or below the FPL.

(FY2019 Glendale CAP Demographic Report)

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City of Glendale Community Needs
In preparation for City of Glendale’s 5-year strategic plan, the City of Glendale Community
Services Department created and distributed a community needs survey to residents of
Glendale, community partners, business owners and others with a vested interest in the future
of the service delivery and availability of resources within the city. The surveys were
distributed electronically and in paper form between the dates of October 15, 2019 and
December 16, 2019. A total of 462 surveys were completed, including 450 in English and 12 in
Spanish. 90% of all respondents identified themselves as residents of Glendale. Demographic
data for survey respondents is detailed in the charts below.
2019 City of Glendale Community Needs Assessment Respondents

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Data collection and analysis revealed 5 major points of concern for survey participants. These
included; Housing-Related Activities, Community and Public Facilities, Public Services, Barriers
to Financial Stability and Infrastructure and Economic Development. The following pages 7-12
will provide detail as to the data collected in each of these areas.
HOUSING ACTIVITIES
In the chart below, survey respondents were asked to rate the needs for the identified housing
activities within the Glendale community. Ranking them by level of need, responses included:
No need, Low Need, Medium Need, High Need and Don’t Know. The weighted average of the
respondents to this question revealed that of most concern was having access to affordable
energy efficiency improvements, followed by Heating/cooling HVAC replacement or repairs and
affordable ADA or senior-safety home improvements and supportive housing for people who
are homeless or disabled as the top five concerns. For FY2019, approximately 16% of all clients
assisted by Glendale CAP were 60 years of age or older and on fixed incomes, likely making
them candidates for affordable energy efficiency, HVAC and ADA services.

Survey participants were also asked to identify the most pressing barriers regarding the
development and/or preservation of affordable housing. The cost of land emerged as the most
identified barrier to the creation and maintaining of affordable housing. The reluctance of
citizens to welcome affordable housing projects into their neighborhoods was also identified as
a major barrier in this area. Lack of affordable housing policy and the cost of materials and
labor rounded out the top five identified barriers. Regarding Glendale residents that were
provided services through the CAP office, only 10.8% of CAP services recipients owned homes
and may not view development or preservation of affordable housing as a priority.
Barriers to Affordable Housing
Survey participants were asked to identify the need for any special housing needs in the
Glendale community. Shared housing or group home options ranked highest among
respondents. Rental assistance for the homeless and transitional housing options also rated
high. Homelessness continues to be a Glendale priority and, based on 2019 Maricopa of
Governments data for Maricopa County (below), total homeless numbers continue to rise as
will the need for continued dialogue towards comprehensive, regional collaborations.
Unsheltered PIT County by Subregion

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Survey participants were also asked to identify the most pressing barriers regarding the
development and/or preservation of affordable housing. The cost of land emerged as the most
identified barrier to the creation and maintaining of affordable housing. The reluctance of
citizens to welcome affordable housing projects into their neighborhoods was also identified as
a major barrier in this area. Lack of affordable housing policy and the cost of materials and
labor rounded out the top five identified barriers. Regarding Glendale residents that were
provided services through the CAP office, only 10.8% of CAP service recipients owned homes
and may not view development or preservation of affordable housing as a priority.
Barriers to Affordable Housing
Survey participants were asked to identify the need for any special housing needs in the
Glendale community. Shared housing or group home options ranked highest among
respondents. Rental assistance for the homeless and transitional housing options also rated
high. Homelessness continues to be a Glendale priority and, based on 2019 Maricopa of
Governments data for Maricopa County (below), total homeless numbers continue to rise as
will the need for continued dialogue towards comprehensive, regional collaborations.

2019 Maricopa Association of Governments (MAG) PIT Count

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Community and Public Facilities
Survey participants were asked a variety of questions regarding the need for community and
public facilities in Glendale. Homeless Shelters, followed by Parks and Recreation Centers,
Youth Centers, Facilities for abused/neglected children and Community Centers were identified
as the top 5 areas of need.

Survey respondents were asked to rate the level of need for special needs groups in Glendale
using the scale of; No Need, Low Need, Medium Need, High Need and Don’t Know.

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Most in need for services per survey participants were persons with severe mental illness,
followed by veterans, children aging out of foster care, homeless and victims of domestic
violence. Currently, the City of Glendale operates mental health court to keep mentally ill
defendants stable and out of prison. Mentally ill people whose treatment is being handled by
the state behavioral health agency can get routed through mental health court when they are
charged with a crime. They can get a psychiatric evaluation through the court, which saves
time and money and cases are handled by a team that does not change from case to case.
When asked about where money should be prioritized between the areas of Housing,
Infrastructure, Public Facilities, Human/Public Services and Economic Development. Housing
was chosen as the greatest priority for Glendale funding, followed by Human/Public Services.
One example of the City of Glendale’s efforts to prioritize housing, especially for special
populations is a currently funded housing facility called Bethany Crossing, which is in one of
Glendale’s most poverty-plagued area. It is a 72-unit multifamily rental project for low-income
residents that will accommodate seniors, disabled and other special populations.

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Public Services
Survey participants were asked to rate the need for Human and Public Services in the Glendale
Community. Response options were; No Need, Low Need, Medium Need, High Need and Don’t
Know. Respondents chose Mental Health Services as the highest needed service in Glendale,
followed by Financial Literacy Training, Substance Abuse Services, Services for Victims of
Domestic Violence and Crime Awareness Education (See Appendix B).
Barriers to Financial Stability
Survey participants were asked to identify what they believed were the most common barriers
to becoming financially stable facing low income households in Glendale. Over 65% of
respondents believe that the most pressing barrier for low-income households is the inability to
access a living-wage employment. Education, Housing, Transportation and Health Care Costs
rounded out the top five respectively.

Survey participants were asked to rate different types of financial literacy information and
assistance that might be most beneficial for low-income families. Overwhelmingly, survey
participants chose budgeting and money management as being the most beneficial education

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for low-income households. Home Energy/Utility cost issues and Financial Credit issues were
also rated as highly beneficial.

Infrastructure and Economic Development
A total of 370 survey participants provided feedback regarding the need for infrastructure
activities in the Glendale Community. According to survey data analysis, street and road
improvements demonstrated the highest need regarding infrastructure activities. Tree planting
and Bicycle and walking paths improvements also rated high among respondents.
The chart below demonstrates the opinions of 294 respondents to the question of what
business and economic development activities most beneficial to low-income residents. Most
respondents believe it is most important to retain and expand existing Glendale businesses.
Fostering and attracting new businesses with higher paying jobs also emerged as a high need as
well as the provision of job training for higher paying jobs.

Prioritization of Services and Resources

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Data analysis from the City of Glendale Community Needs Assessment have revealed five major
themes for the City of Glendale. Housing Activities, Community and Public Facilities, Public
Services, Barriers to Financial Stability and Infrastructure/Economic Development were areas of
concern that survey recipients identified with their responses. The City of Glendale is actively
addressing the areas of concern and currently leveraging the individual skillsets of community
partners. Multiple partners assist with issues of housing, community and public facilities, public
services and financial stability. Although the City of Glendale currently addresses service gaps
in these areas, it is only with the coordinated efforts of its partners that it can fully realize
specialized access for Glendale’s residents in need.
Based on survey analysis, the City of Glendale is well positioned to address the housing-related
needs identified as most urgent from survey analysis. The City of Glendale’s Community
Revitalization Division is a designated HUD recipient of Community Development Block Grant
Funding as well as Emergency Solutions Grant funding that it in turn partners with community
partners including Glendale Community Action Program to fund programs to address the
community housing issues identified as most in need. Other sub-recipients of Community
Revitalization funding include Habitat for Humanity and Rebuilding Together who assist
income-eligible homeowner residents of Glendale with HVAC needs as well as ADA and Senior
retrofits for homeowners.
The Community Revitalization Division of the Glendale Community Services Department
partners with several community partners to address the complex issues associated with
homelessness. There are no homeless shelters within the city limits of Glendale. The City of
Glendale utilizes the expertise of its partners, including the city’s CAP staff for rapid rehousing
of eligible homeless residents, crisis and stabilization, housing navigation and on-going case
management to augment its multi-layered approach to chronic homelessness. The table below
demonstrates the far-reaching efforts and funding of programs provided by the City of Glendale
to address homelessness.
FY2019-20 Community Revitalization Homeless Activities Funding
Agency/Organization
Program
Category
Final Funding
CDBG – PUBLIC SERVICES
A New Leaf
Faith House
Homeless
$15,000
CASS
Silver Tsunami
Homeless
$15,000
City of Glendale – CAP
Eviction Prevention
Homeless
$35,000
Community Bridges, Inc
Homeless Navigator
Homeless
$54,711

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City of Glendale
Glendale Works
Homeless
$50,000
Community Legal Services
Eviction and Homeless
Prevention
Homeless
$10,000
Family Promise
Emergency Shelter
Homeless
$10,000
Homeward Bound
Integrated Family Services
Homeless
$5,760
St. Vincent De Paul OLPH
Homelessness Prevention
Homeless
$10,000

CDBG – Public Services Total

$205,471
EMERGENCY SOLOUTIONS GRANTS (ESG)
A New Leaf
Rapid Rehousing
Homeless
$49,500
CASS
Rapid Rehousing
Homeless
$26,122
CASS
Emergency Shelter Services
Shelter Operations
$15,000
A New Leaf
Faith House
Shelter Operations
$15,000
Maggie’s Place
The Michael House
Shelter Operations
$20,000
StreetLightUSA
Shelter Utilities
Shelter Operations
$16,892
UMOM
Shelter for Families
Shelter Operations
$30,000
Phoenix Rescue Mission
Street Outreach
Street Outreach
$21,540

ESG Total

$194,054
TOTAL HOMELESSNESS FUNDING

$399,525
Data analysis of survey results also identified several barriers to achieving affordable housing.
Most notably were the costs associated with the creation of affordable housing, including land,
labor and materials. Many survey respondents also indicated reluctance towards creating low-
income housing projects in their neighborhoods. The lack of comprehensive affordable housing
policy also surfaced as a concern. Continued dialogue and analysis in this area would be
needed to develop incentives and structure in order to fully engage the affordable housing
issue within the City of Glendale.
Concerning the issue of special needs housing, survey respondents emphasized the need for
homeless assistance in the form of rental move-in assistance for homeless, shelters, supportive
housing options for special populations and transitional housing options.
As mentioned previously, the City of Glendale does not currently have homeless shelters within
the city limits. For access to homeless shelters, the City of Glendale relies on partnerships such

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as Central Arizona Shelter Services (CASS), A New Leaf, Maggie’s Place, StreetLightUSA and
UMOM. These are all partners previously identified as receiving ESG grant funding from the
City of Glendale for homeless prevention and solution efforts. The City of Glendale Parks and
Recreation Department hosts a full agenda of activities for all ages and interests, including
many activities aimed at youth. The city’s four libraries also provide youth activities and
learning programs free of charge. The City of Glendale relies on other long-standing partners
for providing additional activities for youth and adults of all ages.
The City of Glendale is very proud to support veterans and their families. The city’s annual
support of “Stand up for Vets” event is held at Glendale Community College on September 21,
2019. Services included; free health screenings, referrals for social services, legal assistance,
job preparedness assistance, training opportunities and more. Other partners supporting local
veterans include; American Legion, American Ex-Prisoners of War, American Veterans, Arizona
Department of Veterans Services, Paralyzed Veterans of America and Vietnam Veterans of
America. The City of Glendale relies of partnerships with specific expertise when addressing the
needs of the severely mentally ill and the needs of children aging out of foster care.
To address the need for Human and Public services in the Glendale Community, the City of
Glendale Police Department’s Community Action Teams provide community outreach and
education for residents, businesses, public and private institutions and faith-based
organizations to work in collaboration with the police department to make the Glendale
Community a safer place to live and work. Glendale Community Action Team (CAT) programs
include; Crime Prevention Presentaions, Crime Free Multi-Housing Program (CFMPH),
Documents Shredding, Getting Arizona Involved in Neighborhoods (GAIN), Home and Business
Security Surveys, Managers Against Crime (MAC), Neighborhood Watch (NW), Prescription and
non-Prescription Drug Collection Units and VIN Etching Program.
Although the CAT Team provides benefits for all residents, low-income households can
especially benefit from these programs. For example, learning about shredding events in case
fee-based document disposal may present a financial burden, or by introducing programs such
as Neighborhood Watch in areas that have not previously participated in these programs. As for
the community needs related to domestic violence, substance abuse, mental health and
financial literacy, the City of Glendale relies on the expertise of its community partners to
address these needs.
The City of Glendale’s Public Housing Program provides both conventional low rent public
housing within one of the city-owned rental communities, as well as being a participant in the
Section 8 Housing Choice Voucher program. Both programs provide decent, safe and
affordable housing to eligible, low-income families and individuals that reside in Glendale.

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The City of Glendale collaborates with employment specialists for residents needing assistance
attaining living wage employment and education. Specifically, Arizona@Work West Valley
Career Center Maricopa County has recently located to Glendale, Arizona. This close proximity
will allow Glendale residents in need of employment or training assistance to access services.
Some of the available services offered to Glendale residents include; career guidance and
assessments, resume, interview and soft skills workshops, job matching, customized training
and education and specialized services for veterans, disabled and other special groups.
Qualifying, low-income residents can also access transportation assistance as a service provided
through the Workforce Innovation and Opportunity Act grant (WIOA) when accessing services
through Arizona@Work Maricopa County.
Financial literacy emerged as a community need for Glendale’s low-income residents. Glendale
CAP, Glendale Public Housing and Community Revitalization will work with area partners to
develop a referral process to address this need. Included in the budgeting and credit
information will be assistance with home ownership. FY19 Glendale CAP indicate a high
correlation with low home-ownership and the need for rental and utility assistance. At just
over 10%, homeowners constitute a very small portion of Glendale CAP clients. Aside from the
added privacy, privately-owned homes typically increase in value which increases personal
financial worth. Payments are also mostly predictable and there are tax benefits to owning a
home. Home ownership also provides a closer relationship to the community, which is often
lacking for the renter, especially large multi-family complex renters.
The City of Glendale has launched a service request feature on its website that allows residents
of Glendale to call or request via website any concerns. Resident requests are routed to the
appropriate departments. Resident requests are resolved within a set number of days or be
escalated to administrators, directors, assistant city managers, then ultimately to the City of
Glendale City Manager’s office.
This new feature ensures consistency and accountability when Glendale residents follow this
procedure for requesting repairs or improvements to city properties. Funding included for
construction, maintenance and repairs of roads, streets and bridges has been approved through
FY2019-20 city budget. The use of Highway User Revenue Fund (HURF) and Transportation
Sales Tax have been approved to fund projects in these areas.
The City of Glendale is well poised to attract, retain and help expand in the area of economic
development. Touting quality of life, the abundance of skilled worker availability, high
education levels, nationally recognized educational institutions, ease of access and commute
options, Glendale has been able to attract businesses and national events which will allow for
the expansion and creation of new jobs.

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Included in recent business additions was the 2019 grand opening of Waste Management
National Training Center which includes 2500 drivers and technicians training year around. With
several new restaurants and the expansion of the Loop 303 corridor, Glendale has taken and
will continue to take major steps in most of the concerns raised by respondents in the area of
business and economic development. West-MEC will continue to be a technical training
destination for Glendale residents, along with the partnership with Arizona@Work Maricopa
County. In December 2019 and January 2020 alone, Glendale approved business licenses for a
total of 68 businesses, that included both new businesses and existing business renewals (See
Appendix C).
Community Action Items
Data analysis from the City of Glendale community needs assessment survey identifies five
major areas of need; Housing Activities, Community and Public Facilities, Public Services,
Barriers to Financial Stability and Infrastructure/Economic Development. Below are the key
points and the needs most identified by survey respondents, as well as goals and proposed
outcomes to help close gaps in service delivery.
Gaps in Service
Goals
Outcomes
Housing
Increase collaboration with local
housing navigators to increase
efficiency of housing placement
Maintain meeting schedule with
homeless partners
Explore feasibility of shared housing
project
1-2 Housing placements monthly directly related to
navigator assistance
Attend monthly Interdepartmental Homeless
Coordination Meetings and provide quarterly CAP
Homeless Data
Explore CDBG or Discretionary CSBG Guidelines
Community and Public
Facilities
Explore potential referral process to
include Parks and Recreation activities
in case plan
Develop programs with partners to
address service needs of low-income
Glendale youth.
Review and update case plans to include health-
related activities when appropriate
Identify partner youth services providers to establish
formal referral and follow up process
Public Services
Increase awareness of mental health
issues and resources
Establish Financial Literacy Partner to
establish regular classes
Increase awareness of DV and
Substance Abuse Programs within
Glendale
CAP staff attend at least one mental health-related
training
Arrange for monthly or quarterly Financial Literacy
Sessions
CAP staff attend at least one Substance Abuse or DV
meeting or training
Barriers to Financial
Stability
Establish formalized referral process
with workforce partners for training
opportunities for low-income residents
Establish individualized workforce plan and referral
system to track outcomes

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Develop program to promote home ownership
Infrastructure/Economic
Development
Work with Community Revitalization to
identify potential opportunities for
community-enhancing structures
Explore potential work experience
programs for disengaged youth
Research and propose two projects to revitalize low-
income areas of Glendale and/or empower low-
income residents to become more self-sufficient
Work with partners to increase availability of
workforce assistance
Communication
Increase public awareness regarding
Glendale’s services

Update messaging in CSD lobbies
Increase website communication regarding wrap-
around services
Consider social media monthly program highlights to
raise public awareness

HOUSING ACTIVITIES
The need for affordable housing continues to be a major source of concern for Glendale’s low-
income residents. Additionally, housing for Glendale’s homeless and the availability of
affordable energy and ADA and senior safety home improvements for existing low-income
homeowners have also been identified as priorities according to survey results.
The City of Glendale, with funding from its Community Revitalization division will continue to
prioritize the funding of programs that address the need for energy efficiency, home repair and
ADA upgrades using CDBG funding. In FY2019-20, the Community Revitalization Division also
committed $399,525 of sub-recipient grant funding from CDBG and ESG funds to address
homelessness in Glendale. The reporting requirements of these recipients will ensure the
accountability of program effectiveness and the justification of any future grant awards.
The issue of sufficient affordable housing for Glendale’s low-income residents will require
continued dialogue with lawmakers, landowners, local municipalities and the public to develop
a comprehensive system that allows for working poor to afford housing.
COMMUNITY AND PUBLIC FACILITES
In order to address the need for facilities serving special populations such as veterans, mentally
ill or children aging out of foster care, it will be the continued strategy of the City of Glendale to
rely on long-standing partners who specialize in these areas. The City of Glendale Parks and
Recreation Department will continue to provide after school and summertime programming for
adults and children and will continue its relationship with partners specializing in youth-
centered activities for its low-income residents.

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PUBLIC SERVICES
The City of Glendale Police Department’s Community Action Teams will continue providing
crime-prevention information for all Glendale residents. The Community Services Department
will collaborate with community experts in the area of financial literacy to develop a referral
system to address this need, especially for recipients of CAP, Public Housing and Community
Revitalization services who all require low to moderately low-income status.
The need for substance abuse, domestic violence and mental health counseling remains an
identified need. Glendale will rely on established partners specializing in these areas to help
address these needs.
BARRIERS TO FINANCIAL STABILITY
Most notably, living wage employment and educational opportunities as it relates to creating
more income seem to be of “highest need” in this category. The need for information
regarding credit and money management also emerged as major barriers for attaining financial
stability.
In order to address these identified needs, Glendale will make efforts to strengthen
partnerships with workforce partners in order to establish a formalized and trackable referral
system that will allow for measurable outcomes. Glendale will also explore options with local
skills training partners for a possible pilot for disengaged low-income youth in order to provide
training in areas of need.
As mentioned before, the Community Services Department will seek to establish a formalized
referral process that includes scheduled follow-ups for Glendale residents wanting financial
literacy training to include guidance towards home ownership.
INFRASTRUCTURE
The City of Glendale is well poised with the introduction of its new Glendale1 service request
system to adequately address citizen concerns regarding city properties, roadways, water
quality, bridges and park issues.
BUSINESS AND ECONOMIC DEVELOPMENT
Second only to Phoenix in Western Maricopa County in population, the City of Glendale boasts
a variety of amenities to entice and retain businesses. Glendale is accessible by freeway using
four major freeways, public transportation and its own airport. Glendale is also currently in the
process of expanding annexed land along I10 and portions of Loop 303. These future

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developments will allow for additional business expansions and additions as well as the
additions of jobs.
Glendale CAP Service Delivery Goals and Action Items
The City of Glendale Community Action Program (CAP) operates its service delivery throughout
the Glendale city limits, approximately 60 sq. miles (US Census 2010) and a population of
250,702 (US Census 2018). Glendale CAP maintains an on-going, 12-month program for
providing immediate financial assistance to eligible clients in need by utilizing a broad base of
funding sources.
Key staff that directly support the CAP mission and assist the coordination of services for clients
include; (1) CAP Program Administrator, (1) Management Assistant, (1) Community Services
Representative, Sr., (2) Community Services Representative, (2) General Clerical. Glendale CAP
is committed to a model of continuous improvement. Recently, Glendale CAP staff were asked
to conduct a SWOT analysis (August 2019) to identify gaps in service delivery and opportunities
to increase process efficiencies. The table below represents the most prominent themes that
emerged from the SWOT analysis.
Glendale CAP SWOT Analysis (August 2019)
STRENGTHS

S1. Ability to provide life-changing services
S2. Staff familiarity with Glendale resources
S3. Ability to improve the quality of life in the community
S4. Staff knowledge of program eligibility
S5. Close proximity to high-need area of Glendale
S6. Great teamwork
S7. Highly experiences staff
S8. Hard-working staff
S9. Eagerness of staff to continually learn
S10. Dedicated staff
WEAKNESSES

W1. Limited program funding
W2. Limited staff
W3. Consistency of work flow
W4. Database limitations
W5. Lack of formal cross-training
W6. Consistent Follow up (Case Management)
W7. Communication
W8. Delays in paperwork completion
OPPORTUNITIES

O1. Alternative administrative funding to add staff
O2. Strengthen partner collaborations

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O3. LIHEAP recertification program
O4. Technology upgrades
O5. Specialized training
O6. Cross-training
O7. Increase in employee engagement

THREATS

T1. Employee attrition
T2. Employee self-care
T3. Program funding
T4. Limited staff
STRENGTHS
Glendale CAP has been able to demonstrate gradual improvements in assistance totals within
the past 3 years without the benefit of additional staff. In FY2019, Glendale CAP assisted 1260
unduplicated households, totaling 3133 individuals. In FY2018, Glendale CAP assisted 1141
unduplicated households totaling 2804 individuals. In FY2017, Glendale CAP assisted 926
unduplicated households totaling 2314 individuals. In FY2020, Glendale CAP is on pace to
surpass the assistance totals of FY2019. Certainly, process improvements and technology
upgrades can be attributed to some of the improvements, but experienced, dedicated staff
willing to try new methods of service delivery, and the camaraderie and teamwork of Glendale
CAP staff should also be credited with the noted improvements.
WEAKNESSES
Glendale CAP will continue to explore funding options to increase resources for Glendale’s
residents in need. Starting in FY20, the City of Glendale has partnered with Glendale CAP to
provide funding for municipal utility assistance for eligible Glendale residents. The initial
$50,000 award has been a valuable relief for residents seeking assistance with water, sewer and
trash bills. Glendale CAP will continue to evaluate day-to-day processes in order to provide
consistency in workflow, which should also improve efficiency of paperwork completion. A
formal contingency plan will also be implemented to address the issues of limited staff as well
as cross-training concerns.
OPPORTUNITIES
Technological improvements will continue to be a priority for Glendale CAP. Areas of concern
include limited ability to print documents. This issue will be resolved by the introduction of a
computer kiosk in the Glendale CAP lobby that will allow clients to print documents needed to
complete eligibility. Future projects include database upgrades to eliminate duplicate data
entry and potentially remote document upload capabilities. Glendale CAP currently has two
partner relationships that include working in our Glendale CAP office part-time. Glendale CAP
will strive to increase its interoffice partner agreements to more fully meet the needs of our

21 | P a g e

Glendale community. Glendale CAP staff will strive to meet the need of specialized training,
while addressing a community need by participating in trainings such as mental health,
domestic violence and substance abuse.
THREATS
Glendale CAP will address the concerns of employee attrition and small staff by implementing a
formalized contingency plan so that every position will include a backup with knowledge of the
job description duties. Glendale CAP will continue to seek additional funding sources to
supplement existing programs, strive for 90% yearly expenditure goals and 90% of
Organizational Standards met as required by Arizona Department of Economic Security to
ensure future program funding. Glendale CAP will encourage participation in the city’s health
and wellness programs for added education regarding self-care and work/life balance.
Glendale CAP Goals
The table below demonstrates current and future goals for Glendale CAP in order to address
program improvement areas identified in the SWOT exercise.
Glendale CAP Goals
FY2020 FY2021 FY2022
CAP SWOT ISSUE
ADDRESSED
G1. Percent of Funding Expended for CAP Services

90%
90%
90%
T3
G2. Percent of CAP Appointments resulting in
Financial Assistance Approval

40%
50%
60%
W3, W6, W7, W8
G3. Percent of Organization Standard Goals met
90%
90%
90%
T3
G4. Number of CAP Households that initiated
Home-ownership Assistance Programs

5
10
15
S1, S3, O2, O5
G5. Number of CAP Households that initiated
Financial Literacy Education Programs
10
15
20
S1, S3, O2, O5
G6. Number of Community Partners actively
Providing Services within the Glendale CAP Office

2
3
5
W1, W2, O2, O5, O7
G7. Additional Technological Advancements that
Result in Program Efficiencies

1
2
3
W3, W4, W7, W8, O3,
O4, O7, T3

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G8. Additional Funding Opportunities Created

1
1
1
W1, W2, O1, O7, T1, T2,
T3, T4

The City of Glendale CAP is dedicated to continuous improvement. Below is a brief background
of each of the 8 goals identified, followed by a table indicating specific action steps intended to
meet these goals.
(G1) For Glendale CAP, Low Income Energy Assistance Program (LIHEAP) is the largest direct-
service award amount. For FY2019, Glendale CAP was awarded a total of $952,159 of direct-
service funding for LIHEAP from the Arizona Department of Economic Security. For FY2019,
Glendale CAP expended $625,518 of the award (65.69%).
(G2) For FY2019, Glendale CAP was able to provide assistance to 39% of total appointments set.
Although cancellations and no-shows accounted for some of the 61% of appointments that did
not result in financial assistance, the most significant reason for this deficit was the result of
clients not being prepared with required documents at the time of their appointment.
(G3) For Community Action Agencies that operate with the assistance of Community Services
Block Grant (CSBG) funding, the CSBG Organizational Standards were implemented to ensure
that all Community Action Agencies have the capacity to provide high-quality services to low-
income individuals and communities. In order to remain in compliance, CAAs are required to
meet a minimum of 90% of the 50 standards included within 9 categories.
(G4) For FY2019, only 10.08% of the households assisted through Glendale CAP reported to be
homeowners. Aside from the added privacy, privately-owned homes typically increase in value
which increased personal financial worth. Payments are also mostly predictable and there are
tax benefits to owning a home. Home ownership also provides a close tie to the community,
which is often lacking for the renter, especially the multi-family complex renter.
(G5) For FY2019, 74.36% of all Glendale CAP client households were at or below 100% of the
Federal Poverty Level, 35.32% of households served were at 50% or less of the Federal Poverty
Level. And, according to Census.gov 2013-2017 five-year estimates, Glendale zip code 85301
has approximately 37.4% of its residents at or below the Federal Poverty Level. Although an
increased level of financial literacy benefits all levels of income, this is especially true of low-
income residents. The importance of knowing ways to save money, increase credit scores, and
how to track spending alone can make significant differences in the choices people make when
spending money. This knowledge is also useful in knowing what loan terms are favorable and
which are not, which decreases the chances of falling prey to predatory lenders.

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(G6) The vision of Glendale CAP is to facilitate the availability of the most requested resources
for our community. Understanding that physical capacity limits the number of in-house
partners that Glendale CAP can accommodate, it is the intent of Glendale CAP to most
efficiently utilize all available workspace to invite service providers to address the most
needed/requested services for our clientele.
(G7) In the absence of increased funding for additional staff while dealing with ever-increasing
direct service funding, it is imperative that technology play a vital role in the future of Glendale
CAP. Advanced and automated phone systems and the ability for clients to submit documents
remotely, for example, would enhance the capacity of Glendale CAP’s ability to provide direct-
service funding amidst an increasing demand.
(G8) For FY2020, FY2021 and FY2023, Glendale CAP will seek additional funding for services for
its low-income clients. With the focus of assisting families and individuals in getting out of
financial crisis, improving the conditions of low-income communities or providing resources to
enable individuals and families to overcome poverty, Glendale CAP intends to pursue grants
and/or partnerships in order to leverage resources for poverty-fighting efforts.
Glendale CAP Action Items
GOALS
FY2020 Action Items
FY2021 Action Items
FY2022 Action Items
Percent of Funding
Expended for CAP
Services
•
Glendale CAP will adjust utility
assistance request process to
include methods outside of weekly
appointment call-in schedule
•
Introduce categorical eligibility
options for consideration

•
Introduce at least one
technological upgrade
to enhance application
processing
•
Seek out additional
funding
for
administrative support
•
Seek out additional
funding for
administrative
support
Percent of CAP
appointments resulting
in financial assistance
•
Provide updated, more detailed
eligibility documents for clients
•
Initiate process of fully screening
utility clients in person prior to
setting appointments
•
Propose technology to
allow for remote
document submissions
•
Initiate volunteer
program to assist
with screening and
securing documents
Percent of
Organizational
Standards met
•
Complete Community Needs
Assessment/Strategic Work Plan
and present to advisory board for
review and approval
•
Complete process of changing
advisory board structure to align
with CSBG requirements
•
Maintain month-to-
month monitoring and
monthly updates of
Organizational
Standards
•
Maintain month-to-
month monitoring
and monthly updates
of Organizational
Standards
Number of CAP
households that
initiated home-
ownership assistance
programs
•
Establish 1-2 community partners
to provide a structured curriculum
for a path to homeownership for
CAP, Public Housing and
Community Revitalization clients
and establish outcome measures
•
Enroll 5 households in
homeownership programs
•
Evaluate program
established in FY2020
and measure client
results. Make
necessary
adjustments.
•
Enroll 10 households
in homeownership
programs
•
Evaluate program and
measure client
results. Make
necessary
adjustments.
•
Enroll 15 households
in homeownership
programs

24 | P a g e

Number of CAP
households that
initiated Financial
Literacy Education
programs
•
Establish 1-2 community partners
to provide a structured curriculum
for financial literacy for CAP, Public
Housing and Community
Revitalization clients and establish
outcome measures
•
Enroll 10 households in the
financial literacy programs
•
Evaluate program and
measure client results.
Make necessary
adjustments.
•
Enroll 15 households
in the financial literacy
program
•
Evaluate program and
measure client
results. Make
necessary
adjustments.
•
Enroll 20 households
in the financial
literacy program
Number of community
partners actively
providing services
within the Glendale CAP
office
•
Maintain at least 2 in-house
community partners with
published schedules
•
Increase in-house
partners to 3
•
Increase in-house
partners to 5
Additional technological
upgrades that result in
program efficiencies
•
Add at least 1 technological
upgrade to Glendale CAP
assistance processes
•
Research and request
funding for another
technology upgrade.
•
Research and request
funding for a third
technology upgrade.
Additional funding
opportunities created
•
Secure a new funding to assist CAP
clients
•
Secure a new funding
to assist CAP clients
•
Secure a new funding
to assist CAP clients

Customer Satisfaction
The City of Glendale CAP values the input of its clients. In order to truly engage our clients and
solicit their feedback for improvements, we have made customer satisfaction surveys available
in both English and Spanish continuously. These results will be evaluated monthly and
adjustments to our processes will be made accordingly and if appropriate. Our surveys are
available at the URLs and QR codes listed below.
English
https://www.surveymonkey.com/r/qr_code/WLK7X2K
Spanish
https://www.surveymonkey.com/r/qr_code/BR385WK

English Spanish
For FY19, Glendale CAP clients were provided paper surveys, as well as the option of
participating digitally utilizing the methods described above. Between January – March 2020,

25 | P a g e

55 participants responded to the Glendale CAP survey. Respondents were primarily Female
(76.36%) and the highest reporting age range was between 55-64 years of age (21.82%). Most
of these service requests were for utility assistance (64.44%).
Glendale CAP received high ratings in overall contact, both telephonically and in person with
CAP staff, but the process of scheduling appointments and the timeliness of the appointment-
setting process showed to be of moderate concern for clients.
Regarding the completion of service requests, 82.69% of respondents stated that they were
able to resolve their reason for coming to Glendale CAP on the day that they filled out their
survey. Most (45.10%), although, needed 2-3 visits to finalize their service request. Missing
documents was the primary reason for not being assisted at any given appointment. See
Appendix D for complete survey results.

26 | P a g e

APPENDIX A
Demographic Comparison
*Census.gov (2013-2017 American Community Survey 5-year Estimates)

RACE
City of
Glendale*
City of Glendale
CAP(FY19)
State of Arizona*

White
47.7%
53.71%
79.4%
Black/African American
6.8%
31.64%
4.1%
Asian/Pacific Islander
4.7%
0.32%
5.9%
Native American
1.3%
2.37%
6.8%
Bi/Multi-racial
4.4%
3.87%
4.3%
Other
5.4%
6.56%
7.1%
ETHNICITY

Hispanic
37.7%
35.8%
59.5%
Non-Hispanic
62.3%
61.2%
40.5%
AGE

Under 5
7.3%
10.76%
6.4%
5-9
7.0%
12.64%
6.7%
10-14
7.2%
13.09%
6.7%
15-19
7.8%
9.45%
6.8%
20-24
7.2%
3.51%
7.1%
25-34
14.8%
11.11%
13.5%
35-44
12.5%
9.42%
12.4%
45-54
13.4%
8.62%
12.3%
55-59
6.3%
5.49%
6.1%
60-64
5.4%
3.67%
5.8%
65-74
6.6%
7.56%
9.5%
75-84
3.0%
3.93%
4.9%
85 and over
1.4%
.77%
1.8%
GENDER

Male
49.89%
39.28%
49.7%
Female
50.11%
60.72%
50.3%

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Appendix B

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Appendix C

BUSINESS LICENSES APPROVED
The list below includes all
approved businesses licenses in
December 2019 and January
2020. This list includes new
businesses and license
renewals. Business
Description Code
Business Name
Street Address
District
Service Only
Acoma Animal Clinic
6666 W Peoria Ave 122
Barrel
Retail Sales
Bushong Creations LLC
6645 W Peoria Ave
Barrel
Service Only
Aspire Therapy
8751 N 51st Ave 126
Cactus
Retail Sales
Car Nation AZ
5102 W Camelback Rd
Cactus
Restaurant/Bar
Siam Thai Cuisine
Restaurant
5008 W Northern Ave 1
Cactus
Retail Sales
Happy Spa Nails by
Hannah
7980 N 51st Ave 107
Cactus
Service Only
Advanced Research
Associates LLC
6320 W Union Hills Dr
A207
Cholla
Use Tax
New Image Medical
Specialists
6320 W Union Hills Dr
A207
Cholla
Service Only
North Valley Womens
Care
6316 W Union Hills Dr
100
Cholla
Restaurant/Bar
Skewers Mediterranean
Grill
18589 N 59th Ave 103
Cholla
Retail Sales
Ageility Physical Therapy
Solutions
20240 N 78th Ave
Cholla
Retail Sales
Karl Bright
20205 N 67th Ave
Cholla
Service Only
West Valley Behavioral
Health
19420 N 59th Ave C269
Cholla
Retail Sales
7J LLC
5625 N 53rd Ave
Ocotillo
Retail Sales & Food FHC
A1 Stop
6505 N 59th Ave
Ocotillo
Retail Sales
AZ Tint Pros
5220 W Luke Ave E13
Ocotillo
Retail Sales
Bengal Mart LLC
6114 N 59th Ave 08
Ocotillo
Retail Sales & Food FHC
Cafgop International
Food
7118 N 67th Ave
Ocotillo
Retail Sales
Divina Girl
6036 W Bethany Home
Rd
Ocotillo
Restaurant/Bar
El Penasco Mexican
Restaurant LLC
6601 W Bethany Home
Rd A12
Ocotillo
Commercial Rental
Gergies LLC
6040 W Bethany Home
Rd
Ocotillo
Retail Sales
Glendale Flowers And
Gifts
7163 N 58th Dr
Ocotillo
Retail Sales
Stonehenge Designs
6088 N 57th Ave
Ocotillo
Commercial Rental
Daniel Lee
7655 N 69th Ave
Ocotillo
Retail Sales
Double H Boyz Wheels &
Tires LLC
5750 W San Miguel Ave
C8
Ocotillo
Restaurant/Bar
Laly Dolls 51
5707 W Myrtle Ave
Ocotillo
Retail Sales
Lilly's Flowers & Party
Rental
5405 W Glendale Ave
Ocotillo
Restaurant/Bar
Parson's Family
Restaurant LLC
5921 W Northern Ave
Ocotillo

29 | P a g e

Service Only
Ameriprise Financial
Services LLC
17505 N 79th Ave 110
Sahuaro
Service Only
Arizona Family Wellness
6033 W Bell Rd H
Sahuaro
Service Only
AZ Accident Attorneys
15232 N 59th Ave
Sahuaro
Service Only
Body and Soul Nutrition
Counseling
7121 W Bell Rd 135
Sahuaro
Service Only
Bombshell Salon
7170 W Camino San
Xavier B14
Sahuaro
Commercial Rental
Bs Gordon Holdings LLC
7280 W Bell Rd
Sahuaro
Service Only
CNN Mortgage
17505 N 79th Ave 404
Sahuaro
Amusements
Crazy Animal
7700 W Arrowhead Towne
Ctr
Sahuaro
Amusements
Crazy Bungee
7700 W Arrowhead Towne
Ctr
Sahuaro
Amusements
EOS Fitness
5860 W Thunderbird Rd
Sahuaro
Restaurant/Bar
Haagen- Dazs #1345
7700 W Arrowhead Towne
Ctr Kiosk
Sahuaro
Service Only
ICA Financial Services
LLC
17505 N 79th Ave 402
Sahuaro
Service Only
International Property
Source LLC
17505 N 79th Ave 210
Sahuaro
Retail Sales
Jurassic Adventure LLC
7780 W Arrowhead Towne
Ctr
Sahuaro
Service Only
Kenew LLC
17505 N 79th Ave 205c
Sahuaro
Service Only
Power Realty Group
Model Home Center
7700 W Arrowhead Towne
Ctr 2136
Sahuaro
Service Only
Studio 23 Salon Suites
7260 W Bell Rd 3
Sahuaro
Service Only
Swiss American
Financial Solutions
17505 N 79th Ave 215
Sahuaro
Retail Sales
Cellular World LLC
7700 W Arrowhead Towne
Ctr Kiosk
Sahuaro
Amusements
Club Pilates
17570 N 75th Ave F, Ste
630
Sahuaro
Service Only
Evergreen Nails and Spa
Le LLC
13814 N 51st Ave
Sahuaro
Retail Sales
Metro by Tmobile
6680 W Bell Rd B-1
Sahuaro
Restaurant/Bar
Pinoy's Boba Tea LLC
7700 W Arrowhead Towne
Ctr Kiosk
Sahuaro
Retail Sales
Salone Bellissima
17570 N 75th Ave 540-41
Sahuaro
Retail Sales
Cherryhill Programs Inc
#1529
6751 N Sunrise Blvd
Yucca
Restaurant/Bar
DD Lounge
7025 N 75th Ave 104
Yucca
Amusements
Illumination
9121 W Glendale Ave
Yucca
Service Only
Parker Handyman LLC
5727 N 105th Ln
Yucca
Hotel/Motel
Residence Inn
7350 N Zanjero Blvd
Yucca
Hotel/Motel
Springhill Suites
7370 N Zanjero Blvd
Yucca
Restaurant/Bar
Westgate Village
8847 W Glendale Ave
Yucca
Restaurant/Bar
Yard House Glendale
9401 W Westgate Blvd
Yucca
Service Only
Connie Woodruff
7383 N Litchfield Rd
1143
Yucca
Spec Builder
K Hovanian Great
Western Homes LLC
7029 N 84th Dr
Yucca
Spec Builder
K Hovnanian Companies
of Arizona LLC
6961 N 88th Dr
Yucca
Commercial Rental
Lovettara LLC
6635 N Glen Harbor Blvd
Yucca
Service Only
On Site Health and
Safety
6006 N 83rd Ave
Yucca

30 | P a g e

Service Only
On Site Health and
Safety
8319 W Cavalier Dr
Yucca
Retail Sales
Westgate Nails and Spa
9390 W Hanna Dr B-105
Yucca
Restaurant/Bar
Which Wich Superior
Sandwiches
9404 W Westgate Blvd
102
Yucca

(January 2019 City of Glendale Business Activity Report)

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Appendix D

Q1 What is your gender?
Answered: 55
Skipped: 0

Female

Male

Transgender
Male

Transgender
Female

Gender
Variant/Non-...

Prefer Not to
Provide

Not Listed.
Please Provide

0
10
20
30
40
50

Answer Choices
%
Responses
Female
76.36%
42
Male
23.64%
13
Transgender Male
0.00%
0
Transgender Female
0.00%
0
Gender Variant/Non-conforming
0.00%
0
Prefer not to provide
0.00%
0
Total
100.00%
55

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Q2 What is your age?
Answered: 55
Skipped: 0

75 or older
18 to 24

25 to 34

65 to 74

35 to 44

55 to 64

45 to 54

Answer Choices
%
Responses
18-24
1.82%
1
25-34
18.18%
10
35-44
20.00%
11
45-54
12.73%
7
55-64
21.82%
12
65-74
7.27%
4
75 or older
18.18
10
Total
100.00%
55

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Q3 Which race/ethnicity best describes you? (Please choose only one.)
Answered: 55
Skipped: 0

American
Indian or...

Asian /
Paciﬁc...

Black or
African...

Native
Islander or...

Bi-racial/Multi
-racial

Hispanic

White /
Caucasian

Prefer not to
provide

Multiple
ethnicity /...

0
10
20
30
40
50

34 | P a g e

Answer Choices
%
Responses
American Indian or Alaskan Native
5.45%
3
Asian/Pacific Islander
0.00%
0
Black of African American
25.45%
14
Native Islander
0.00%
0
Bi-racial/Multi-racial
5.45%
3
Hispanic
20.00%
11
White/Caucasian
38.18%
21
Prefer not to provide
3.64%
2
Multiple ethnicity/Other
1.82%
1
Total
99.99%
55

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Q4 Which of the following CAP programs have you been assisted with in the last year?
Answered: 45
Skipped: 10

Energy Rent/Mortg. Property Tax 1st Month URRD Referral Other

Assistance Assistance Credit Move-in Services

Answer Choices
%
Responses
Energy Assistance
64.44%
29
Rent/Mortgage Assistance
33.33%
15
Property Tax Credit (PTC)
2.22%
1
First Month’s Move-in Cost
2.22%
1
URRD (Utility Repair, Replacement and Deposit)
2.22%
1
Referral Services
2.22%
1
Other
15.56%
7
Total Respondents (Multiple Answers) 45

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Q5 The City of Glendale's mission is "to improve the lives of the people we serve every day." We
would like to know about your experiences with the CAP staff. Please rate your interaction with
CAP staff 5 being the highest rating, 1 being the lowest.
Answered: 54
Skipped: 1

0
The
representativ
e you spoke
to on the...

Front Desk
Staﬀ
acknowledged
you in a...

Front Desk
Staﬀ was
courteous and
polite

The Case
manager was
knowledgeable
about the...

The CAP
staﬀ was
responsive to
your requests

1
2
3
4
5

1
2
3
4
5
TOTAL
WEIGHTED AVERAGE
The representative you spoke to on the telephone was courteous and polite
2.04%
1
2.04%
1
6.12%
3
4.08%
2
85.71%
42
49
4.69
Front Desk Staff acknowledged you in a timely manner
3.92%
2
1.96%
1
3.92%
2
7.84%
4
82.35%
42
51
4.63
Front Desk Staff was courteous and polite
4.08%
2
2.04%
1
4.08%
2
0.00%
0
89.80%
44
49
4.69
The Case manager was knowledgeable about the services you needed
5.77%
3
0.00%
0
0.00%
0
3.85%
2
90.38%
47
52
4.73
The CAP staff was responsive to your requests
5.77%
3
0.00%
0
0.00%
0
1.92%
1
92.31%
48
52
4.75

37 | P a g e

Q6 In order to best serve you, tell us about your experience with the CAP scheduling process.
Please rate your experience with 5 being the highest rating and 1 the lowest.
Answered: 52
Skipped: 3

0
Phone
Assistance
System was easy
to use

Timeliness of
your appointment

The CAP Oﬃce
is centrally
located to where
I live

Cleanliness of
Lobby/Oﬃce
1
2
3
4
5

1
2
3
4
5
TOTAL
Phone Assistance System was easy to use
8.51%
4
4.26%
2
10.64%
5
19.15%
9
57.45%
27
47
Timeliness of your appointment
5.77%
3
0.00%
0
3.85%
2
13.46%
7
76.92%
40
52
The CAP Office is centrally located to where I live
4.00%
2
0.00%
0
0.00%
0
6.00%
3
90.00%
45
50
Cleanliness of Lobby/Office
2.04%
1
2.04%
1
0.00%
0
8.16%
4
87.76%
43
49

38 | P a g e

Q7 Today, were you able to resolve the reason you contacted the Glendale CAP?
Answered: 52
Skipped: 3

0
Yes
No

ANSWER CHOICES
RESPONSES
Yes
82.69%
43
No
17.31%
9

TOTAL
52

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Q8 If no, what was the reason for the delay/denial of the services?
Answered: 21
Skipped: 34

Missing
Documents

Not Eligible

Lack of
Program Funding

Outside of
Service Area

Appointment
Availability

Other (please
specify)

0
2
4
6
8
10
12
14
16
18
20

Answer Choices
%
Responses
Missing Documents
38.10%

Not Eligible
19.05%

Lack of Program Funding
0.00%

Outside of Service Area
9.52%

Appointment Availability
0.00%

Other
57.14%

Total Respondents (Multiple Answers) 21

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Q9 How many times did you have to visit the CAP office to complete your service request?
Answered: 51
Skipped: 4

0
Once
2 to 3 times
4 to 5 times
5+
Other
(please

ANSWER CHOICES
RESPONSES
Once
39.22%
20
2 to 3 times
45.10%
23
4 to 5 times
1.96%
1
5+
0.00%
0
Other (please specify)
13.73%
7

51
TOTAL

41 | P a g e

Q10 Please indicate if you were provided information on the following services (Check all that
apply).
Answered: 41
Skipped: 14

0
Business
Start-up
(IDEA
Center)

Financial
Literacy

Home
buyer
Workshops

Census
2020
Informati
on _

Emergency
Home
Repair

Adult/You
th
Employmen
t...

Other
(please
specify)

ANSWER CHOICES
RESPONSES
Business Start-up (IDEA Center)
2.44%
1
Financial Literacy
2.44%
1
Home buyer Workshops
2.44%
1
Census 2020 Information _
39.02%
16
Emergency Home Repair
17.07%
7
Adult/Youth Employment Services
17.07%
7
Other (please specify)
48.78%
20

Total Respondents: 41

42 | P a g e

Q11 How did you hear about CAP Services?
Answered: 55
Skipped: 0

0
SRP/SWG/ TV/Radio
Social
City of
City
Newspape Friend/r
Other
APS
(Utility
Company)
Media
Glendale
-Water
Dept.
Website
r
elative
(please
specify)

ANSWER CHOICES
RESPONSES
SRP/SWG/APS (Utility Company)
18.18%
10
TV/Radio
0.00%
0
Social Media
0.00%
0
City of Glendale-Water Dept.
5.45%
3
City Website
10.91%
6
Newspaper
0.00%
0
Friend/relative
27.27%
15
Other (please specify)
54.55%
30

Total Respondents: 55

43 | P a g e

Q12 May we Contact you for additional feedback (Optional)
Answered: 46
Skipped: 9

0
Yes
No
If yes, please
provide your contact
information (email or
phone number)

ANSWER CHOICES
RESPONSES
Yes
21.74%
10
No
10.87%
5
If yes, please provide your contact information (email or phone number)
67.39%
31

46
TOTAL