Service Experience Team (SET)

The Service Experience Team (SET) is a client advocacy group created by the Home and Community Services (HCS) Division of Aging and Long-Term Support Administration (ALTSA).  The SET team was formed in 2017 with the purpose to educate, discuss and provide feedback representing individuals who are receiving HCS services. The SET team is the voice for people receiving LTSS services across the state.

SET Membership is comprised of up to 12 individuals receiving long-term services and supports and representatives of consumer advocacy organizations. The SET team works in partnership with our clients and their advocates to promote choice, quality of life, health, independence, safety, and active engagement of programs developed and operated by HCS.

The specific responsibilities of the HCS Service Experience Team (SET) include:

• Collectively act in an advisory capacity to HCS;
• Provide feedback and input into ongoing HCS programs and services;
• Review and provide input regarding new programs being developed;
• Recommend to HCS leadership programmatic efficiencies to improve services;
• Help identify opportunities to improve the quality of services and the client experience;
• Promote community involvement in support of our mission and vision; and
• Participate in six meetings per year in a virtual platform 

You can read more about the team on the Who We Are page.

The SET meets every other month in January, March, May, July, September and November from 11 a.m. to 1 p.m. At this time, all meetings are held via Microsoft Teams platform with a call-in option. For more information, please see the SET charter and SET bylaws.

If you are a client and are interested in becoming a member, please email the Service Experience Team Program Manager Nicole Dronen at nicole.dronen@dshs.wa.gov

Previous Meetings

For more information on upcoming meeting agendas and previous meeting minutes, please contact Nicole Dronen, Service Experience Team Manager at Nicole.dronen@dshs.wa.gov.