Indicator #10 - Signed Written Complaints Resolved within 60 Days

Signed Written Complaints Resolved within 60 Days

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Part C State Annual Performance Report (APR) for FFY 07/SFY 08

Overview of the Annual Performance Report Development:

The Illinois APR documents performance data on State targets for each Child and Family Connections (CFC) office and documents CFC and state progress or slippage toward measurable and rigorous targets. The Illinois Early Intervention (EI) Program makes the Illinois APR and State Performance Plan (SPP) available on its web site and through links from the other EI web sites (the Illinois Early Intervention Training Program; Provider Connections, the Early Intervention credentialing office; and the Early Childhood Intervention Clearinghouse). The APR and SPP documents are also available to the public at each of the 25 CFC offices.

The APR is part an ongoing process of performance measurement and strategic planning for the Illinois Early Intervention Program. For a number of years, Illinois has been reporting performance data to key stakeholders including the Illinois Interagency Council on Early Intervention (IICEI), the Child and Family Connections (CFC) offices, and the general public through various reporting mechanisms. Work groups of the IICEI have been formed to address specific indicators (Service Delay Work Group and Transition Work Group) and overall operation issues (Finance Work Group). These work groups have helped analyze data and suggest improvement strategies.

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: 2007 (7/1/07-6/30/08)

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 FFY07/SFY08: 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.[(6+1)/7]*100=100%

Discussion of Improvement Activities Completed and Explanation of Progress or Slippage that occurred for FFY07/SFY08:

The number of signed written complaints decreased from 14 in FFY06//SFY07 to 7 in FFY07/SFY08, with reports issued within the 60-day timeline or a timeline extended for exceptional circumstances with respect to a particular complaint. The number of resolutions that required an extended timeline also decreased from 5 in FFY06//SFY07 to 1 in FFY07/SFY08. That extension was needed to resolve insurance billing issues related to the complaint. Staffing levels in the Bureau have been stable, which facilitates timely resolution of complaints.

Revisions, with Justification, to Proposed Targets / Improvement Activities / Timelines / Resources for FFY07/SFY08:

Not applicable.