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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