PRS andofthe
Texas Department
Protective and
Survey ofRegulatory
Organizational
Excellence
Services
Using the Survey of
Organizational Excellence in
Agency Planning and
Development
PRS and the
Survey of Organizational Excellence
PRS Mission and Organization
Survey Participation History
2001 Survey Iteration
PRS Planning and the Survey
PRS and the
Survey of Organizational Excellence
The mission of the Texas Department of
Protective and Regulatory Services is to
protect the State’s most vulnerable citizens children and the elderly - from abuse, neglect,
and exploitation.
PRS and the
Survey of Organizational Excellence
PRS Organization Structure
 Child Protective Services
 Adult Protective Services
 Child-Care Licensing
 Prevention and Early Intervention
 Statewide Intake
 Legal Services
 Administration
 Information Technology
PRS and the
Survey of Organizational Excellence
Child Protective Services
 4,603 CPS Staff (69% of all PRS Staff)
 Investigate reports of child abuse and neglect
 Ensures the safety of children while promoting the
integrity and stability of families
 Finding permanent placements for children in care as
quickly as possible
PRS and the
Survey of Organizational Excellence
Child Protective Services 2002 Data
 184,924 alleged victims of abuse and neglect
 125,258 CPS completed investigations
 47,409 confirmed victims of child abuse/neglect
 203 child-abuse related fatalities
 21,146 children in PRS conservatorship
 19,516 children in substitute care
PRS and the
Survey of Organizational Excellence
Adult Protective Services
 649 APS Staff (10% of all PRS Staff)
 Investigate reports of abuse, neglect, and exploitation of
elder Texans and adults with disabilities
 Investigate reports of abuse,neglect, and exploitation of
persons served through MHMR facilities
 Guardianship services to prevent further abuse and for
disabled children who “age out” of CPS conservatorship
PRS and the
Survey of Organizational Excellence
Adult Protective Services 2002 Data
 66,143 APS completed investigations
 9,237 completed MHMR investigations
 42,213 confirmed cases of abuse, neglect, and/or
exploitation
 49,167 services delivered in in-home cases
Rent/utilities restoration
Emergency shelter and placement
Guardianship/Legal services
PRS and the
Survey of Organizational Excellence
Child-Care Licensing
 433 CCL Staff (7% of all PRS Staff)
 Protects children outside their home by regulating
settings in which they are kept
 Develops minimum standards regarding health, safety,
and well-being of children in care
 Regulates day care, 24-hour residential care, maternity
homes, administrators of residential child-care
facilities, and agencies that place children in foster
care and adoption
PRS and the
Survey of Organizational Excellence
Child-Care Licensing 2002 Data
 38,915 day care facility investigations
 1,210 residential facility investigations
 1,080 day care facility abuse and neglect completed
investigations
 727 residential facility abuse and neglect completed
investigations
PRS and the
Survey of Organizational Excellence
Prevention and Early Intervention
 57 PEI staff
 Consolidate prevention and early intervention services
focused on at-risk behaviors that lead to child abuse,
delinquency, running away, truancy, and school
dropouts. Programs include:
Communities in Schools
Runaway Hotline
Services to At-Risk Youth (STAR)
PRS and the
Survey of Organizational Excellence
Prevention and Early Intervention 2002 Data
 33,520 registered STAR participants receiving services
 44,017 runaway hotline calls taken
 64,069 students served by Communities in Schools
PRS and the
Survey of Organizational Excellence
PRS’ Guiding Principles for Department Operation
 We protect the unprotected
 We find a way to get it done
 We manage for outcomes
 We focus on customer service
 We value our people
 I am PRS
PRS and the
Survey of Organizational Excellence
PRS Survey Participation History
PRS and the
Survey of Organizational Excellence
 2001 Survey is PRS’ fourth time to
participate
 Survey results help the Department
develop customer service enhancements
 Staff feedback tells management where
time and resources need to be devoted
 Survey results help in on-going effort to
retain and recruit staff
 Participation over time affords clear picture
of success (or failure) of initiatives
implemented due to Survey results
PRS and the
Survey of Organizational Excellence
 All automated
 6,671 employees
invited to participate
 4,000 employees
responded to the survey
 Nearly double previous
participation rate
 Excluding Fair Pay,
PRS scored higher in
18 of 19 Constructs
70%
60%
60%
50%
44%
40%
30%
40%
36%
20%
10%
0%
1996 1998 2000 2001
PRS and the
Survey of Organizational Excellence
 PRS’ Division of Management Analysis central point
for survey administration and data integration and
dispersal
 Detailed reports for each program, division, and
region
 Assists with data interpretation for special projects
 Crosswalks Survey data, PRS Strategic Initiatives
and Strategic Plan items into the Department’s
Business Plan
PRS and the
Survey of Organizational Excellence
Building the Business Plan
 Operational activities identified
 Activities mapped to Strategic Plan items and/or
Survey constructs, and/or Strategic Initiatives
 Department ‘master plan’ and component plans
developed from database
 Queries and reports developed and published to
track items of interest at management discretion
PRS and the
Survey of Organizational Excellence
Business
Plan Item
PRS Strategic
Initiative/SOE
Constructs
Area
OSD 19
SOE: External OSD
Communication
Activity
Partner
Develop and maintain CCL, CPS,
e-Provider website
CAD
that focuses on the
relationship between
the Department and
its licensees and
contracted providers
and makes
information
accessible in a timely,
complete, and
consistent manner
PRS and the
Survey of Organizational Excellence
Data Integration
Benefits of Survey Construct Integration
 Clear identification of activities which impact
employee attitudes
 Tool for effective internal assessment of
employee attitudes vs. operation activities
 Construct components (Survey questions)
assist in development of targeted strategies
and operation activities
PRS and the
Survey of Organizational Excellence
Data Integration
Getting the information out there
 Entire business plan published to the
Intranet and available to all employees
 Specialized reports generated
 BP items by PRS Strategic Initiative
 BP items by SOE Construct
 Ad hoc reporting
PRS andofthe
Texas Department
Protective and
Survey ofRegulatory
Organizational
Excellence
Services
Using the Survey of
Organizational Excellence in
Agency Planning and
Development