Facilitation · Program Design
Houston Food Bank — Listening Tour
Houston Food Bank set out to redesign their community programs. Leadership knew the old models were not working. What they needed was a process that could hold complexity — gathering real feedback acr…
The Question
What does it mean to actually listen to the people you serve — and what do you do when what you hear disrupts the plan?
Context
Houston Food Bank set out to redesign their community programs. Leadership knew the old models were not working. What they needed was a process that could hold complexity — gathering real feedback across 14 neighborhoods without reducing it to a tidy slide deck.
Approach
Rather than surveys or focus groups, we used structured community conversations — small, facilitated circles that built trust before asking hard questions. Each session was documented by a trained notetaker using a common frame. Findings were synthesized across sites before being surfaced to leadership, preserving the texture of what was heard.
Evidence
Three program areas were redesigned in direct response to what was heard. Staff reported the process shifted how they understood their role — from experts delivering services to neighbors in relationship. The brief was used in board presentations and a grant application that was funded.
Community residents
14 neighborhoods, 200+ participants across 8 weeks
Staff coaches
8 coaches trained in listening methodology
Program leadership
Received findings and shaped strategic response
Artifact 01
The facilitation framework and notetaker protocols used across all 14 sessions.
Artifact 02
Executive summary of findings presented to program leadership and the board.