Overview of the Annual Performance Report Development: See Indicator 1.
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.
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).
The improvement activities described in the SPP are ongoing efforts.
Illinois Department of Human ServicesJB Pritzker, Governor · Grace B. Hou, Secretary
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