2021 DPSS Annual Report_FINAL

Annual Report 2020/2021

Action Plan

IMPLEMENT TELEWORK (75%)

Workplace satisfaction surveys were conducted and results are informing targets for a 3-Year Strategic Plan. A Leadership Mentorship Program was initiated alongside Strengths-Based training. A virtual Job Shadowing symposium was held. The 3-Year Strategic Plan will include strategies for increasing leadership and staff engagement and support. Results of satisfaction and other surveys consistently shared with staff for feedback. IMPLEMENT STAFF ENGAGEMENT STRATEGIES AND SUPPORT PROGRAM

Achieved a department goal of a 75% full- time teleworkers. Training was provided departmentwide. Automation was created in Service Now and SharePoint, and a handbook was developed to reflect updated policies. More than 3,000 pieces of IT equipment were distributed to employees and an array of training and communication tools developed. Online applications such as Zoom, Proofpoint and Adobe E-Sign were implemented. The telework model will be consistently evaluated to ensure customer needs are met and are at the forefront of decision making.

Customer Service Partnerships

ESTABLISH FLEXIBLE SERVICE CONTRACTS TO PROVIDER CUSTOMER SERVICES

To establish flexible service contracts with providers, the department revised agreements and Forms 11 to ensure maximum flexibility in bid solicitations, sole source justifications, and amendments and renewals. DPSS will continue to ensure all formal contracts and agreements are as flexible as possible to ensure ease of service provisions to customers.

ESTABLISH HIGH-LEVERAGE INTER-DEPARTMENT COLLABORATIVE AGREEMENTS

New and expanded formal collaborative agreements are fostering seamless services between DPSS and the Department of Child Support Services (DCSS); Riverside University Health System Behavioral Health, Community Health Centers, Medical Center and Public Health departments; in addition to Inland Empire Health Plan (IEHP) and Molina Healthcare. DPSS is commencing work with its human services partners Housing and Workforce Solutions (HWS), First 5 Riverside, Veteran’s Services, DCSS, and the Office on Aging) to continue developing a comprehensive and coordinated system of human services.

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