Executive Summary

This report summarises the findings from the 2019/20 survey.

Key findings

• Overall service quality improved for both parents/caregivers and educators in 2019/20. The overall service quality score is 75 for parents and 74 for educators. This represents a two-point increase for parents and a nine-point increase for educators, compared to last year.
• Parents/caregivers and educators rated the respect given to children receiving learning support the highest, with a score of 89.  This is up four points compared to last year.
• The lowest scored aspects of service delivery were progress made as a result of the support received with a score of 70 and confidence in supporting children with their needs in the future with a score of 68. However these aspects still both improved when compared to last year.
• About 21% of parents of children and young people receiving behaviour services, 12% of educators of children in ongoing resourcing scheme and 12% of children receiving early intervention services are dissatisfied or very dissatisfied with overall service quality.
• Parents/caregivers and educators of Pacific students reported a higher overall satisfaction with service delivery than those of students identifying as Pākehā.
• The survey response rate for educators improved from 22% in 2018/19 to 30% in 2019/20. Parents/caregivers’ response rate dipped by 1% in the same period.

Overall, the results of this survey show a positive shift in service delivery in 2019/20. Although we are pleased with this positive shift, there are still areas of service delivery that need to continue to be improved, such as, being satisfied that the child made progress during the service and building the confidence and capability of adults around the child.

During 2019/20 the Ministry implemented a range of changes to service delivery and our practice. As we imbed these, we expect to see these positive shifts continue. Going forward, the Ministry will continue to run this survey and the feedback will be used to track and inform our service delivery and potential future policy work.