DPSS 20-21 FY Annual Report

Annual Report 2020/2021

Measuring TOP PERFORMANCE

An executive dashboard was created as part of our TOP quality initiatives to provide near real-time information to support organizational performance. This strategic approach provides accurate information to ensure timely and quality decision making. Dashboards enable leadership the agility they need to implement continuous quality improvements. Managerial excellence is vital to supporting the most vulnerable populations in our communities.

CUSTOMER SERVICE Improved Service to Clients

GOAL 20/21 95% 92% 93% 89% 55% 37%

Client Satisfaction Survey Call Center Answer Rate Self-Service Utilization

HEALTH & INDEPENDENCE Increased Access to Basic Benefits & Services

GOAL

20/21

CWS Family Permanency (by 12-Months)

40% 31% 44% 40% 10% 3% 50% 44% 45% 45% 50% 48%

Welfare Program Participation IHSS Provider Growth Rate

CalWORKs Work Participation Rate (WPR)*

Welfare Benefits Approval IHSS Benefits Approval

SAFETY Timely & Comprehensive Assessment

CHILDREN’S SERVICES

GOAL

20/21

Child Visits

90% 95% 90% 79% 90% 68% 9% 15% 8% 10%

Timely Investigations

Timely Disposition (40 Days) Re-Abuse (within 12-Months)

Foster Care Re-Entry

ADULT SERVICES

GOAL

20/21

APS Client Visits Timely Investigations

90% 84% 90% 97% 90% 86% 10% 13% 18% 22%

Timely Disposition (45 Days) Re-Abuse (within 6-Months)

Maltreatment in IHSS

* CalWORKs WPR was calculated based on Federal Fiscal Year.

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