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...

Overview of the State Performance Plan Development:

See Indicator 1 for a description of this process.

(The following items are to be completed for each monitoring priority/indicator.)

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

Overview of Issue/Description of System or Process:

Individuals or organizations may file written, signed complaints with the Illinois Department of Human Services (DHS) stating that the State has violated a law or rule regarding the Part C Early Intervention program. The statement must contain the facts that support the complaint.

DHS has 60 days from receipt of the complaint to investigate and issue a written decision to the Complainant and interested parties, addressing each allegation in the complaint. During this time, DHS may carry out an independent onsite investigation and must give the Complainant an opportunity to submit additional information, either orally or in writing, about the allegations made in their complaint.

After reviewing all relevant information DHS must issue a written decision addressing each allegation in the complaint and contain findings of facts as well as conclusions, the reason for the final decision, if the complaint was found to be valid, and procedures to correct the cause(s) of the complaint. If a complaint raises issues previously decided under an impartial hearing request, the hearing decision is binding. If a complaint is the subject of a hearing request that is not yet finished, the matter will be set aside until the hearing is resolved. A complaint alleging a public agency's or private service provider's failure to implement an impartial hearing decision must be resolved by the lead agency.

The alleged violation must have occurred not more than one year before the date the complaint is received by DHS unless a longer period is reasonable because: 1) the alleged violation continues for that child or other children; 2) the complainant is requesting reimbursement or corrective action for a violation that occurred not more than three years before the compliant is received.

Parents are informed of the process described above in the STATE OF ILLINOIS

INFANT/TODDLER & FAMILY RIGHTS UNDER IDEA FOR THE EARLY INTERVENTION SYSTEM booklet. This booklet is given to parents at intake, when services are changed or discontinued, when a child is found ineligible at the annual determination, and upon request. The document is also available on the DHS/Early Intervention web site. Parent may use forms made available by CFC staff to initiate 1) administrative resolution of a complaint by an impartial hearing officer, 2) investigation of a state complaint, and 3) mediation. These forms are also available to the public on the Early Intervention Monitoring Program's web site.

A Bureau of Early Intervention staff person is assigned a complaint as it is identified and follows the complaint process through the completion of resolution steps. The Chief of the Bureau of Early Intervention assigns and monitors these activities and identifies issues and tends that need to be addressed systemically.

Baseline Data for FFY 2004 (2004-2005)

Total Number of: 7/1/04-6/30/05 7/1/03-6/30/04 7/1/02-6/30/03 7/1/01-6/30/02
Complaints 29 6 3 11
Mediation Requests 0 3 1 40
Hearing Requests 0 1 2 16

Baseline Data for Timelines on Compalints

Complaints 7/1/04-6/30/05 7/1/03-6/30/04
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 100 100

Discussion of Baseline Data:

After remaining relatively flat from 2002-2003 through 2003-2004, an increase was seen in the overall number of complaints in 2004-2005. First, 12 of the complaints (41%) dealt with a single CFC. Follow-up revealed noncompliance in five of the 12 complaints and a corrective action plan is pending. Second, six of the complaints (21%) were the result of a shortage of transportation providers reported in one CFC area. Technical assistance was provided and steps taken to procure services through a provisional authorization process while a new provider became enrolled in the program. Options for families to receive services in natural environments were also made available.

As you can see from the above data, complaints, rather than mediation or hearings, have been used by families to resolve issues with the system. The drop in the total number of complaints from 2001-2002 to 2002-2003 can be attributed to the change of the quality assurance process from the use of quality enhancement teams to initial evaluators that meet experience and training criteria.

One hundred percent of signed written complaints with reports issued were resolved within 60-day timeline or a timeline extended for exceptional circumstances with respect to a particular complaint indicates timely completion of the complaint process in both 2003-2004 and 2004-2005. There were two areas of exceptional circumstances. One pending complaint was delayed for an English translation of the complaint and a Spanish translation of its resolution. Fourteen responses were delayed due to staffing issues in the Bureau, which have since been resolved.

FFY Measurable and Rigorous Target:

FFY Measurable and Rigorous Target
2005
(2005-2006)
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.
2006
(2006-2007)
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.
2007
(2007-2008)
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.
2008
(2008-2009)
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.
2009
(2009-2010)
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
(2010-2011)
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.
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.
2012
(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.

Improvement Activities/Timelines/Resources:

  • Two new staff joined the Bureau of Early Intervention in May 2005, with the addition of a third staff person in July 2005. The additional staff resources brings the Bureau to its full staffing level (9 staff) and will improve the Bureau's efforts in providing timely resolution of complaints.
  • Staff will continue to ensure signed, written complaints are resolved within the 60-day timeline.

The improvement activities described in the SPP are ongoing efforts.