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

Helping Families. Supporting Communities. Empowering Individuals.

Overview of the Annual Performance Report Development: See Indicator 1.

Monitoring Priority Effective General Supervision Part C / General Supervision
Indicator 10 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 Measurable and Rigorous Target

FFY/SFY Measurable and Rigorous Target
FFY09/SFY10 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 FFY09/SFY10

Data Value
Indicator 10 From Table 4: [(1.1(b) + 1.1(c)) divided by 1.1] times 100.
FFY09/SFY10 Result:  [(7+3)/10]*100=100%
FFY09/SFY10 Target 100%

Discussion of Improvement Activities Completed and Explanation of Progress or Slippage that occurred for FFY09/SFY10:

The number of signed written complaints remained the same in FFY09/SFY10 as in FFY08/SFY09, with reports issued within the 60-day timeline or a timeline extended for exceptional circumstances with respect to a particular complaint. One complaint was dismissed, as the issue identified in the complaint occurred after the child had aged out of the program. The number of resolutions that required an extended timeline decreased from 5 in FFY08/SFY09 to 3 in FFY09/SFY10. 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. Two of these complaints also involved the translation of documents from/into Spanish.

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 FFY10/SFY11:

The State Performance Plan (SPP) has been revised to specify, for each indicator, annual targets and improvement activities for each year through FFY2012 (July1, 2012 through June 30, 2013).

FFY Measurable and Rigorous Target

?FFY Measurable and Rigorous Target
2011
(2011-2012)
100 percent of all signed written complaints with reports issued will be resolved within the 60-day timeline or the timeline will be extended for exceptional circumstances with respect to a particular complaint.
2010 (2012-2013) 100 percent of all signed written complaints with reports issued will be resolved within the 60-day timeline or the timeline will be extended for exceptional  circumstances with respect to a particular complaint.

The improvement activities described in the SPP are ongoing efforts.