IACClientSurveyResults

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Methodology•  120Current,ac@veIACadop@vefamiliesweresurveyedoveraperiodof

twoweeks(23%ofwaitlistpopula@onof~530)

•  Par@cipantswererandomlyselectedandinvita@ons(emails)torespondweredistributedevenlyacrossgeographyand@mewai@ng

•  34inviteescompletedthesurveyrepresen@nga28%responserate

•  Anaddi@onal8familiesprovidedfeedbackandcommentsviaemailanddidnotcompletethesurvey,bringingtheoverallresponserateto35%

Samplesize(asapercentageoftotalpopula@on)andincrediblystrongresponserateindicateresultsofsurveyhaveamarginoferrorof+/-2-3%whenappliedtotheoverallpopula@on

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wefeelinarecentsitua@onduetoBMbeinginanon-IACstatetheyweren'twillingtodosomegroundworkandimmediately,withoutrealmerit,dismisstheBMasa"scam"dueto"redflags".9/17/20158:27AMLiYlesupportaswewentthroughadifficultsitua@onorthroughoutthewait9/9/201510:34PMTampaofficehasbeenveryniceandalwaystheretoanswerourques@onsandwalkusthroughsteps.Iftheydonotknowtheanswertheygetbacktouswithindays.8/30/20157:55AMPoorcustomerservice8/25/201512:35PMWedidn'tknowthe"independent"meantwedoallthefootwork.8/24/20158:24PMBirthmothercounselinghasbeenverysparseforbmwematchedwith.IACdidnothelpatallwithge^ngBMonMediCaid(inIACstate).WejustfeelwearepreYymuchonourown.8/24/20151:08PMWedonotfeelanyspecificthingsarebeingdonetohelpusinourprocess.8/24/20151:03PMInconsistentdirec@ves.Havinggonethroughthisprocess5-6yearsagowithIACforourfirstchild,theyhavetripledthenumberofprospec@veadop@veparentswhilethenumberofpoten@albirthparentintakes,matchesandbirthshasnotchanged(wasmeanof25birthspermonththenasitis6yearslater).Funnyhowtheyneverrunorshowthesestatsortrendsover@me.8/23/201510:25PMWetrulythoughttheywoulddomoreforwhatwepaid.Moreoutreachtoexpectantmothers,morecounselingforus(wewerealmostnevercontactedbyourAC),helpwithhowtobeYermarketourselves(notjustweblinks,actualclassesorsomethinglikethat)8/21/20155:11PM

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Inaccurate/misleadingdata.Nosupportwhenwereallyneededit.EvenourIACcounselor(whowedolike),thoughtourcasewashandledinahorriblemanner.8/22/20155:07PMincompetent,unorganizedanduninformedonwhatformswereneededtocompleteanadop@onwithpeoplein2States8/21/20156:58AMIACisreallygoodatsellingyouandge^ngyourmoney.ButIfeltlikethedynamicschanged&thesupportendedthere.Theymakeyoufeellikeyouarebuggingthemwithanythingyouhavetoaskwhetherit'ssmall&proceduralorabigdealandinvolvingamatch.8/20/201512:48PMEVERYTHINGisuptous.IACtakesallourmoneyupfrontandtheyDONOTCAREifweEVERgetababy.8/20/201511:40AMPoorserviceandverycondescendinga^tudes.8/20/201511:06AMVerypoormarke@ng.WejoinedasecondarysitewherenearlyALLofourtrafficorbirthmotherinterestoriginates.Intakecounselorsarerough...theyhavea^tude,arenotveryeffec@veandhavealienatedbirthmothers8/20/201510:59AMS@llwai@ng.Nocontactsin3years8/20/20159:35AMIthinktheymarketedaMUCHdifferentexperiencethenwhatwehavereceived!!8/20/20156:20AMWefeellikeIAChasbeenunresponsivetoconcernsaboutthesizeoftheirclientroster,someoftheirmarke@ngtoadop@vefamilies,andalackofcommitmenttoprovidingclientresourceslike"Marke@ngMondays"whichlastedforlessthan2months.8/19/20158:43PM

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Ifeelthattheyhavenotbeenabletokeepupwiththenumberoffamiliesthathavesignedupfortheirservice.8/23/20157:11PMFAILEDtomakeanycontactaspromisedtoBirthMother8/21/20156:58AMNo,weexpectedpersonaloutreachbyIACandeffec@veinternetmarke@ngoutreach.Neitheroneoftheseisevident.VeryfewbirthmothershavecontactedusanditisusuallyasurprisetoIACandweareinformingthemofthecontact.IAChasneverfoundusabirthmothermatch.8/21/20155:18AMThisisaclearfail!8/20/20155:12PMTheirwebsiteisembarrassinglyoutofdateandcan'tcompetewithotherhighlymarketedpaidsitesandothercompe@@veagencies.Ithinktheyexpectyoutodoallthework.Ithinktheysitbackanddonothing.8/20/201512:48PMIamsolividevery@meIseeIAC's"Adoptababyquickly"adsonGoogle.Theydon'tgooutinthecommunitytoreachouttoexpectantmoms.Theirwai@ngfamilieshavetripledandBMintakehasflatlined.Andtheydon'tseemtocareATALL.8/20/201511:40AM500+familieslastyear,177placed~lessthanhalf!!Theadop@onspecialistweareworkingwithoutsideofIACworkswithonly25familiesata@meandplaces66childrenlastyear.Theylied.Theytoldus95%offamiliesgetplacedandtheaveragewaitwas1.5years.Ithinksomanyfamiliesleave,thattheymakesuretheirstatsdonotincludethem.Theys@lltakeourmoney,butthereisnowaytogetitback....eitherwedie(nottheirfault)orweleave(nottheirfault)...theyhaveanironcladcontract!!8/20/20156:20AMWefeellikeweareonourownwhenitcomestomarke@ngourselves.Thiswasnotatallourexpecta@onfromthebeginning.WefeellikeIACshouldnotbemarke@ngtoprospec@veadop@veparentsatallwhiletheyhavesomanyclientsandthewait@mesarecreepingup.8/19/20158:43PM 9/28/2015

wehavebeenwithIACforone-yearandhavereceivedZEROcontactsthroughourOWNAGENCY.Wehavereceivedcontactsthroughourownmarke@ngefforts-whichIdidnotknowI'dhavetospendsomuch@meon.Whyhaveanagency?9/17/20158:27AMNoexamplesofmarke@ngtoevendiscuss.Whenwesignedonweweretoldwewouldgetmarke@nghelpat12monthswait.Ittookalmosttwoyears.9/9/201510:34PMThemarke@ngofclientprofilesisnotgood.9/6/20155:13AM24monthsands@llwai@ngwithoutasinglebirthmothercontact8/31/201510:17AMWedonotunderstandhowtherearehundredsofintakesamonthandonlyahandfulofmatchesorpoten@albirthmothersintothepooltochooseadop@vefamilies.Also,otherthantheadop@veparentsdoingallthemarke@ng,whatdoesIACdototrytomarketusconsideringwepayforEVERYTHING.8/30/20157:55AMIdothinkyoucouldbeac@velydoingmore.8/24/20151:03PMNotquitesurewhattheydootherthansocialmedia,InternetandDBMleYers.ItwouldseemthereisVERYliYlecontactonthegroundorinthefield,whichisMOREconsistentwithotheragenciesapproach.Alocalsemi-openagency(inourtri-countyarea)hascontactswithalllocalhospitalsocialworkersandnumerousOB-GYNoffices(andplace12-15newbornspermonth-incomparisontoIAC'sna@onalbirthsbeingslightlymorethanasmalloneagencyinthreecoun@es).8/23/201510:25PM

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Weweretoldintheworkshopthataveragewai@ng@meis16to18monthsbutbyjustlookingatthewait@meoniheartandpostsfromfacebook,thosenumbersseemmisleading.8/30/20157:55AMWehavehadveryliYlehelpfulcontactfromACtoguideus.Handholdingisaboutallwegetwhenwegetfrustrated.IAChasbeen@melyatge^ngpaperworkoutbutIexpectedmorefromtheagency.8/24/20151:08PMInourcase,no.IACismillingthroughtoomanyadoptersatthis@me.8/24/20151:03PMNotthe2nd@mearound:feelmuchmoreanumber.ThereisliYletonoawarenessofclientsbetweensocialworkers,especiallyinthesameoffice.Wehavehad3differentSW'sduringoursecond@mearound---2confidedtheylerIACbecauseoftheirrapidgrowthandpoorclinicaldirectorleadership.8/22/201512:56PMOurleYerissenttobirthmothersonly2or3@mesamonth,muchlessthanIexpected.8/21/20154:43PMTheyhavedeliverednothingandhaveshownnoaccountabilityorthattheyevencare.8/20/20155:12PMLackofsensi@vityinconversa@on,andemails.Nosenseofurgency.VeryJudgmental8/20/20154:43PM

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There'sacompletedichotomybetweenwhattheysellyouandwhatyouget.IwishIcouldhavevideotapedtheseminarandtheweekendintensiveandthenplayeditbacktothem.Itfeelsverybaitandswitch.8/20/201512:48PMWemistakenlythoughtthewouldbechampionsforusinsteadofpassive-aggressivelypushingbackateveryturnTHESECONDTHEYGOTOURMONEY.8/20/201511:40AMNO.Theyexpectyoutofindyourownbaby.....adver@setheysay.....isn'tthatwhatwearepayingthemfor???8/20/20156:20AMWethoughtIACwouldbeourpartnerintheadop@onprocessandthathasnotatallbeenthecase.8/19/20158:43PM

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Inarecentsitua@onwetriedhavingconversa@onswithstaffintwoofficesandexplainoursitua@on.theyquicklydismissedusas"emo@onallyhopefulparents".wefeeltheydidnottakeour,theirCLIENT'Sneedsintoconsidera@on.9/17/20158:27AMDon'tseemtocareaboutfeedback.Verysetintheirways8/25/201512:35PMOurAChasbeenterrific.Otherstaffmembers,havenotbeenasaccessible.Whenwepressforcontactwefeellikewe'rebeingabotherun@lwerememberhowmuchmoneywe'veputintothisprocess.8/24/20158:24PMDepends:iftheyagree,thenyes.Butbyandlarge,wearealwaystoldaboutpolicyandprocedure.Theyhaveabsolutelylostthe"process"elementoftheexperience.8/23/201510:25PM"Ihearwhatyouaresaying"iswhatweheardallthe@me,butneverfeltlikethatwasactuallytrue.VeryrudeanddisrespectultreatmentfromIACBranchManager.MichelleKeyswashorrible.Gladtoseeitlookslikesheisnowgone.8/22/20155:07PMLastconversa@onwithmycounselorshowedthatshewasnotinterestedinmyconcernsatall.8/22/201512:56PMTheycouldcarelessaboutwhatclientshavetosayanddismissandthreatenyouifyoudisagreewiththem.8/20/20155:12PMTheyhavebeenconsistentlyinsensi@veevenarertheissuehadbeenaddressed.8/20/20154:43PMLaughable!Theyfeellikeabureaucra@ccultwhodon'tcareaboutyou.Ifyoudon'tfitit,theytellyouyoucanleave.8/20/201512:48PMTheycon@nuouslyblowoffques@onsaboutBMoutreach.8/20/201511:40AM

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Itstheirwayorthehighway.Godforbidyoushareanyopinionsorfeedback--theyclearlyhavenointerestinwhattheclientshavetosay--notthesignofawell-runconsumer-centricorganiza@on8/20/201510:59AMInonlineforums,wai@ngfamilieshavebeen"shutdown"whentheymakesugges@onsasagroup.IACstaffgetangryanddefensive.8/20/20158:45AMILOVEouradop@oncoordinator,buttherestofthestaffisobnoxious!TheACistakingmyideastothetop,butwhoknowsiftheywillgetimplemented!8/20/20156:20AMSomanyclientshaveexpressedaninterestinhelpmarke@ngthemselves(sinceIACbasicallydoesn'tdomarke@ngoftheirclients)andraisedconcernsofthebloatedclientroster-theseissueskeepcomingupandIAChasbeenunresponsive.8/19/20158:43PM

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theyweregoodonsellingustojointhem,that’saboutit.9/17/20158:27AMOurAC-terrific!Tech-quickturnaroundandveryhelpfulandaccessible.Otherstaff,notsomuch.8/24/20158:24PMTheyseemtobemoreconcernedwithjustbringingonmoreandmoreadop@veparents.Notdoinganythingfortheverylongwaiters.8/22/20155:07PMOriginallyhigh.LatelyIhavefeltlikeIamaburdentothecounselorandamtreatedasanarerthought.8/22/201512:56PMWehavecomplainedaboutthelevelofservicetomanagement.Wewereoffereda$5,000refundtoleavetheirservices.8/21/20155:18AMIthinkIACtakesonwaytoomanywai@ngfamilies.8/20/20158:45AMIHATEIAC!Theyareholdingourmoneyhostageandhavenotdeliveredonthepromisetheymade!!TheyneedtoSTOPtakingonmorefamiliesun@ltheytakecareofthosetheyhavetakenmoneyfrom!!!8/20/20156:20AMOurcounseloriswonderful.Knowledgeable,suppor@ve,andresponsive.Wejustwishtheagency'smethodsresultedinmore/beYercontactssothatwehadreasontou@lizethemanyserviceswepaidIACfor.8/19/20158:43PM

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Iwouldnot-especiallyiffolksarelikeusresidinginnon-IACstates.There'sabsolutelyNOREASONifyouliveoutsideofanIACstatetosignwiththem.Wewillnotbeusingthemagain.9/17/20158:27AMI'dgotheaYorneyroute8/25/201512:35PMIwouldrecommendtoanyoneinteresteddotheirresearchandtakeagoodstronglookattheirnumbers.Theyappeartobetransparentbutthenagain,maybenot.Thera@osormatches,adop@ons,andwai@ngparentsseemswayoff.8/24/20158:24PMDon’tdoit,youwillonlybefrustrated.Somanyotherroutetoaccomplishadop@on,gofindalawyer.Iwouldtelladop@veparentstonetworkwithalocalaYorneyastheyhavecontactedus7@meswithpoten@albirthmomsandIAChashadzero.8/23/20157:11PMIjustadoptedmybabywithIACandI'mbeyondgratefulforconnec@ngwithhim.Butwearenowdoingasecondadop@onandareusingadifferentagency.ItellasmanypeopleaspossibletorunawayfromIAC.8/20/201512:48PMNowgoingthroughtheprocess,theaYorneyrouteiseasierandcheaperandthereareplentyofsitestomarketyourself8/20/201510:59AMThewait@mesareverylongandIbelievetheir"wait@me"sta@s@csaremanipulated.Theydon'treflecthowmanypeoplegiveupareralongwait.Theydon'treflecthowmanypeopleendupturningtofacilitators,etc.Also,intheirweekendintensivetheydon'treallyexplainhowhardmanyfamiliesenduphavingtoworktotrytofindamatch.TheyactlikeitworksoutifyousignupwithIAC.8/20/20158:45AMIni@allywedidrecommendIACtoothers,butasourwaitdrewonandwesawproblemsinIAC'sprac@cesthatIACrefusedtoaddress,we'velostfaith.WeknowcoupleswhohavejustsignedwithIACandarehopingtheyhavebeYerresultsthanwehave.8/19/20158:43PM

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Pleaseshareanyotherinforma0onaboutyourexperienceworkingwithIAC.

WedonotfeeltheytreatedtheBMproperly,norlistenedtousinregardstoher-wefeeltheyquicklydismissedherlargelyduetoherbeinginanon-IACstate-weresideinanon-IACstate.ThatwouldmeanIACwouldnotgetthematchorrelinquishmentfees.Whywouldtheynotgotheextramileforthissitua@onifnomoneyinitforthem.Theyhidbehind"redflags"thathadnorealmerit.EvenifBMwhodidintake,provedpregnancyturnedouttobea"scam"wefeelnotenough"inves@ga@on"wasdonebyIACtofullydeterminethat.IfIwasaBM,IwouldnotworkwithIACpertheexperienceofthispastsitua@on.9/17/20158:27AMIfeelthattheagencydoesnotdescribetheirstatsclearly.9/15/20158:01PMIfelttheirmarke@ngmaterialswerelimi@ngandnotveryaYrac@ve.Wewerenotallowedtoreallybeourselvesandthewordingtheyencouragedustousefeltawkwardandformal.ItseemedthatyouwerepreYymuchonyourownintermsofse^ngofwebsites.Theonlycommunica@onwehadwerethemonthlyemailsaboutsta@s@csandgroupmee@ngs.Itwouldhavebeennicetohavethemreachoutmore.Theironlyanswertowhatmorecanwedoistobemoreopenwithourpreferences,butthenIfeltwasifwewerestar@ngtoliejusttogetamatch;thatdoesn'tseemlikeagreatwaytostartarela@onshipwithsomeone.8/26/20151:30PMI'mafraidtosaytoomuchbecauseofretalia@on.Ishouldn'tbefeelingthiswaybutIdo.8/24/20158:24PMThisisour2ndadop@on,thefirstwasquickandeasy,therewereproblemswithourcounselor(heisnolongerthere)Alsotheintakebackwhenweadoptedwasfarlower,lookingoverstatsnowwedonotbelievethereisanywaypossiblewe'dgetachildany@mesoon.IthinkIACneedstoeitheruptheirstafforcutbackonintakes.8/24/20151:03PM

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Wewerematchedtoadoptoutofstate.IACdidnotfollowupwithoutofstateagencyonbirthmothercounselingsessions,anddidnotfindoutthatshehadcancelled.Wefoundoutourselves.Whenwedecidedtochangeourprofiletoincludetransracialadop@on,severalagencyworkersques@onedourmo@vesanddelayedtheprocess.8/20/20154:43PMYouarewelcometocontactmedirectlyforspecificexamples.ButmostlyIfeellikeIACwantstostartamovementonthebacksofthehardworkingclientwhogivethemthemoneytodoso.Theirserviceisn'tanythinglikethewellpolishedmarke@ngmachinetheyhavetoaYractyouandgivethemyourmoney(allupfront,bytheway,whichissucharedflag).Itfeelsverycultlike.IfyoudrinktheKool-Aidlongenoughandstartrepea@ngwhattheysay,youjustputyourselfinatrance.It'swhenyouhavesomethingtragicandawfulhappen(likeabrokenmatch,oracoupleofthem)whenyourealizethattheydon'tcareaboutyouandthefamilyyouwanttostart.Theycareabouttheopenadop@onmovement.8/20/201512:48PMWorkingwithIACistruly"deathby1,000papercuts."TheyhaveneversentaleYertopeopleadmi^ngtheCRISISintheENORMOUSdisparitybetweenwai@ngfamiliesandbirthparentintakes.Thereispushbackateveryturn--delayedresponse@mes,nitpickingoverliYlethingsinourprofile(literally"&"vs."and"andwhenweasked,ourA/Csaidwe"we'reonthehighsideofhighmaintenance."LIE.8/20/201511:40AMThecrea@vemarke@ngteamisuseless...ifyoudon'tfollowtheirformatthenyouhaveabaddesign.Wehadtooutsourcethedesignatanaddi@onalcostduetothehassleoftheIACteam8/20/201510:59AMIfeelverydisappointedthatmyhusbandandIsignedupwithIAC.Itisjustalotofmoneydownthedrain.Wearenowsignedwithconsultantsbecausewedon'tholdouthopeofadop@ngthroughtheIACprocess.Pleasekeepmynameconfiden@al-wai@ngfamiliesalsofeelafraidtospeakoutastheyworrythattheIACstaffmaytakeretribu@ononthosewhospeakoutbymakingtheirchancesofadop@ngevenlowerthantheyalreadyare.8/20/20158:45AMWereachedthepointrecentlythatwestartedtolookdownotheravenues.Welookedintoadop@ngthroughourcountyandstartedtheprocessofcer@fyingforthat,andwehiredanadop@onaYorney(totalextralegalfeeswillbeabout40k)becausewelostfaithinIAC'sabilitytodeliver.Approximately1montharersigningwiththeaYorney,wehavematchedwithabirthmotherduelaterthisyear.Wefeellikewewasted@meandmoneysigningonwithIAC.8/19/20158:43PM

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ClinicaldirectorhaslistedherselfasanACSWforoveradecade;inCA,thisrepresentsanAssociateClinicalSocialWorkerstatus(meaningyouareworkingtowardlicensureasanLCSWandthisareworkingunderandLCSWge^ngyourhours(andmustpastlicensuretests).TheClinicalDirectorisNOTlistedorregisteredasanACSWinCAontheCAboardofbehavioralscience.It'sactuallyamisdemeanorinCAtomisrepresentyourselfwaprofessional@tleyoudon'thold.Italsospeakstothefactshehasbeentechnicallyreferringtoher"exper@se"asapre-licensedstudentstatus.ThetypicalpersonmightbeimpressedwanACSW@tlebutarer3-4decadeswithanMSWandyoudon'tholdanLCSW,youtrulyhavenobusinessbeingaclinicaldirector.Moreover,her"books"havenofirsthandorempirically-baseddatabutinsteadisanecdotal,atbest.Nota"na@onalexpert."Pullthescien@ficstudiesonopenadop@onoverthepast25years:sheisnotreferencedonce.Also,theExecu@veDirector,AnndoesnothaveavalidlicenseinthestateofCalifornia,ithasexpired,itallseemsques@onableandunprofessionalthatthesepeopleareleadingtheorganiza@on.8/23/201510:25PMInmyopinionIACshouldALSOfocusontheirclients,notjustbirthmothers.Moreclientsarecominginregularlyandthoseuswai@ngaredismissedorlostintheshuffle.8/22/201512:56PMIamverydisappointedthatthenumberofwai@ngfamilieshasgrownalmost40%sincewefirstcommiYedtoIACwhilethebirthparentintakeswereabout50%moreinJuly2014overJuly2015.8/21/20154:43PMWearedisappointedinourexcessivewait@me.Wearedisappointedinthenumberoffamiliesgrowing.Wearedisappointedinthenumberofplacementseachyeargoingdown.8/21/20155:18AM

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EmailComments

9/28/2015

I'mnotsurehowmuchtosaybecauseweares@llintheprocess.------------------------------However,ifnothinghappensbyDecemberwe'llbedonewithIAC.We'vebeenintheprocessfor24months.Thiswillbeoursecondadop@onthroughIAC.-------------------------------Justnotsurewhatandhowmuchtosay.Mycommentsalonewilliden@fyme,basedonmydealingswithIACthissummer.--------------------------------Thankyou,thankyou,thankyou!!!PLEASEletmeknowhowIcanhelpbeyondfillingoutthesurvey!!---------------------------------MyhusbandandIaredoingittonight.Wearesothankful!Justlastnighttalkedabouthowwecouldgetourmoneybackfromthem.Letusknowifthereisanyotherwaywecanhelp.---------------------------------WeareextremelyfrustratedwithIACandtheirservices.Wehavebeenwai@ng31/2yearsandtheyhavenothelpedustofindamatch.Wehaveexpressedourfrustra@onsandaskedmanyques@onsthatdon'tseemtobeanswered.Alltheydoforusistalktousmonthlyand"helpusthroughthedifficult,longwait"......Well,wewouldliketoseeevidenceofthemworkingforusandresults!DoyouknowthereisaFacebookgroupcalled"FamilieswithsharedIACexperiences"?ItisasecretFacebookgroupthathasnoaffilia@onwithIAC.IhavebeenpartoftheFacebookgroupforoverayearnowanditisveryenlighteningtoseethewidearrayofexperienceswithIAC.Ifyouareinterested,Icanhaveyoujoin.IhavesharedyouremailwithotherfrustratedIACfolksandIhopetheycontactyoutobeinvolvedinthesurvey.

EmailComments

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MynameisxxxxxxxxandmyHusbandanIarecurrentlyonanindefiniteholdwiththeIACduetohowunhappywehavebeenwiththem.ForsomereasonIjustcan'tseemtototallyendtherela@onshipbecauseifeellikethatisjustkissingallthemoneywehaveputingoodbyebutiwill100%notbeadop@ngthroughIAC.-------------------------------WehopethiswillbebroughttothehugestlevelinIAC.WeareinNYandtheofficeishorrendous!Goodforyou!HasanyoneelsereachedoutAnnorKathleenorareyouthefirstfamilythathastakenthisac@on?Iwouldbemorethanwillingtojoinforcesifyoueverneedit.Pleasekeepusposted.I'msure,IvefeltlikethatwhenIwouldaddresscommunica@onbreakdowns.Iwouldlovetotakemymoneyelsewhere.

BusinessTrends

ClientRefundTrends-anindicatorofserivcedeliveryandsa@sfac@on 2011 2012 2013Revenue 4645866 5233891 5732540Refunds 277713 302675 530140Refundsasa%ofRevenue 5.98% 5.78% 9.25%

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2012 2013 2014 2015

Placements

Adop@veFamilies

Deteriora@ngtrendswithinthebusinessindicatemismanagementandlackofsustainabilityoverthelongtermifchangesarenotmade.IfIACwastostopaccep@ngadop@vefamiliestoday,itwouldtakeoverthreeyearstoworkthroughthebacklogofadop@vefamilies,meaningIACshouldhavethreeyearsofopera@ngreservesinplace,theyonlyhavethreemonthsworth.

Clientrefundshavealmostdoubledasapercentageoverthepastthreeyears

Divergenttrendsbetweenplacementsandfamiliesrepresentsanunsustainablelongtermsitua@on

Decep@veandMisleadingAdver@sing

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Ques@onforIAC–Understandingyourbusinesstrends,familywaittrendsandcustomersa@sfac@onlevels,doyoubelievethistypeofadver@singisethical,accurateandappropriate?

Conclusion•  IACisdeliveringanunacceptableservicetoclientswhichdoesnot

alignwithwhathasbeenpromised–clientshavebeendeceived•  Theorganiza@onisnotbeingmanagedinasustainablemanner,the

con@nuedincreaseinadop@vefamiliescombinedwithflat/decreasingfinalizedadop@onnumbersmakestheIACbusinessaPonzischemethatatsomepointwillcollapse,notbeingabletodeliverservicestothebacklogofwai@ngfamiliesunlesssomethingchanges-ItisillegalinthestateofCAtoacceptmoneyforservicesthatyoudonotintendtoorcannotdeliver

•  ManagementhascreatedaculturewithinIACthatisnotclientcentricbutrathercondescendingandpuni@ve,preyingonpeople'semo@onalstateanddesiretohaveafamilyoftheirown

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OurRecommenda@ons•  ReallocateIACmarke@ngbudgetfromadop@vefamilygrowthtobirthmom

outreachun@lbacklogiseliminated

•  RealigninternalresourcestofocusonBMgenera@onun@lbacklogisresolved

•  DevelopenhancedcommunitybasedBMoutreachprogramsineachIACstate–feetontheground

•  Ins@tuteaculturalchangeprogramwithinIACthatputsthecustomerfirst,it’stheonlywaytomanageasustainablebusiness

•  Evaluatealladop@vefamilymarke@ngmaterialsandclasscurriculumtoensurefalsepromisesarenotbeingmadeandexpecta@onsaresetappropriately–removedatafrom2006!

•  Openlycommunicatewithclientsaboutthebacklogchallengeandyourplanstofixitalongwithac@onstoaddressotherchallengesiden@fiedherein

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OurNextSteps

•  Providethesurveyresultsandasummaryofourmee@ngtodaytoall42respondersandrelatedonlinegroups

•  Furtherac@ononourpartandthepartoftherespondergroupwillbedeterminedbytheformalIACresponseandspecificproposedac@onsthataddresstheissuesuncoveredinthesurvey

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