Overview of the Annual Performance Report Development:

Monitoring Priority:

Effective General Supervision Part C / General Supervision

Indicator 10: Percent of signed written complaints with reports issued that were resolved within 60-day timeline or a timeline extended for exceptional circumstances with respect to a particular complaint.

(20 U.S.C. 1416(a)(3)(B) and 1442)

Measurement:

Percent = [(1.1(b) + 1.1(c)) divided by 1.1] times 100.

FFY: 2008
(7/1/08-6/30/09)

Measurable and Rigorous Target:

100 percent of signed written complaints with reports issued that were resolved within 60-day timeline or a timeline extended for exceptional circumstances with respect to a particular complaint.

Actual Target Data for FFY08/SFY09

Indicator 10

From Table 4: [(1.1(b) + 1.1(c)) divided by 1.1] times 100.

FFY08/SFY09 Result: [(6+5)/11]*100=100%
FFY08/SFY09 Target = 100%

100 percent of signed written complaints with reports issued that were resolved within 60-day timeline or a timeline extended for exceptional circumstances with respect to a particular complaint.

Discussion of Improvement Activities Completed and Explanation of Progress or Slippage that occurred for FFY08/SFY09:

The number of signed written complaints increased from 7 in FFY07/SFY08 to 11 in FFY08/SFY09, with reports issued within the 60-day timeline or a timeline extended for exceptional circumstances with respect to a particular complaint. Increases in caseload numbers and provider recruitment/retention issues, which have been aggravated by Illinois' fiscal situation and resulting payment delays, have resulted in an increase in the number of complaints. The number of resolutions that required an extended timeline also increased from 1 in FFY07/SFY08 to 5 in FFY08/SFY09. The extended timelines were required to allow staff to investigate complaints, with delays attributable to waits to receive additional information from families or documentation from service providers. The increase in the number of complaints dismissed, from 0 in FFY07/SFY09 to 8 in FFY08/SFY09, resulted from the Department taking a closer look at the outcomes of the complaint process to identify those that had been resolved by the complainant and the local service provider.

An electronic database is used to track complaint status. Staffing levels have remained stable to facilitate timely resolution. Complaints are resolved within the 60-day timeline, unless exceptional circumstances arise.

Revisions, with Justification, to Proposed Targets / Improvement Activities / Timelines / Resources for FFY09/SFY10:

Not applicable.