Mecklenburg County – Assessor’s Office November 2015 Monthly Report Department Overview Major department initiatives during the month of October 2015: 


Drafted a letter for property owners that were impacted by Senate Bill (SB) 159. This letter will be mailed to property owners that had an increase in value and a change in ownership. Collaborated with the Tax Collector’s Office to identify frequently asked questions about SB 159 that will be placed on the Assessor’s web page and worked with vendors to revise the current software to support SB 159. Scheduled four days of Board of Equalization and Review (BER) appeals this month. Key Performance Indicators Measures Annual Property Tax Commission (PTC) appeals closed SL‐362 individual appeals received, awaiting BER hearing SL‐362 appeals heard by the BER in 2014 & 2015 (Based on Parcels) SL‐362 individual appeals heard by the BER in 2015 Number of refunds processed Amount of refunds Demand bills Monthly % Y‐T‐D 2,304 1,031 5,720 16,475 6 0 469 1,249 0.3% 0% 8% 8% 313,039 47,298,334 13,837 2,605,453 3.9%1 5.5% 35,461 115 .41%2 Commercial canvassing 7,900 Residential canvassing Revaluation review calls 26,168 25,176 3,172 5.82%3 2,614 2,180 .8%4 9% Refunds issued were 3.9% of the 353,985 total parcels reviewed (13,837/353,985=3.9%). Demand bills for taxpayers that have not filed a BER appeal were not processed because of pending legislation. The department generated 326 demand bills out of the potential 28,207 parcels subject to value increases (115/28,207*= .41%) 1 2
3
Appraisers have performed a field review of 5.82% of the commercial properties (3,162/54,480=5.82%). Total canvassing for calendar year 2014 was 18,285. 4
Residential canvassing for this month (2,614/310,975= .8%). Total canvassing for calendar year 2014 was 39,692. This process involves inspecting every home in the designated neighborhood, measuring the exterior walls, identifying building elements, and verifying the interior of the home if possible. Parcels reviewed with value increases (SL‐362) 28,207* Parcels reviewed with no changes (SL‐362) 244,236 Parcels reviewed with value decreases (SL‐362) 81,542 




Context for Key Performance Indicators There are 2,304 closed PTC appeals and 193 waiting for a resolution. There are a total of 2,497 since the 2011 revaluation. The department has received 5,720 SL‐362 parcel appeals since the 2011 revaluation. Notices mailed to customers that have appealed their parcel are used to calculate potential refunds and demand bills. Notices mailed with No Changes are used to evaluate the efficiency of the 2011 appraisals. There were 13,837 refunds plus interest totaling $2,605,453 processed in October 2015. The average phone call length generated by the revaluation reviews was 3.91 minutes. Total number of phone calls for calendar year 2014 was 32,577. Mecklenburg County – Asset and Facility Management
November2015
Monthly Report
Department Overview
Asset and Facility Management (AFM) is comprised of Design and Construction Project Management, Facility
Maintenance and Operations, County Security Services, Real Estate Management, Fleet Services, and Courier
Services.
•
“Bringing Mecklenburg County to You” (master plan projects):
o LUESA Relocation update: Construction at 2145 Suttle Avenue is on-going with wall and ceiling framing
installation complete. Mechanical, Electrical and Plumbing rough-in inspections are complete. Drywall is
being installed and painting is in progress.
o MEDIC Relocation update: the architects are advancing the Design Development phase. The Construction
Manager is continuing to provide constructability reviews and refine the cost estimate.
o Government District Renovations update: Schematic Design is 75% complete for the Public Defender
Relocation to 720 E. 4th St., Financial Services Consolidation at 700 E. 4th St., Criminal Justice Services
Relocation to 715 E. 4th St, and Sheriff Evidence Storage/Facilities at the Work Release & Restitution
Center.
o Valerie Woodard Center Renovation update: Schematic Design is 90% complete.
•
Design and Construction Project Management: Construction on the Aquatics Center Renovation is on-going with
interior demolition to the pool floor and interior spaces complete. Pool floor/walls have been tested for leaks
and are being prepared for new finishes. New interior construction is underway. Installation of a new entrance
canopy and the building addition structural steel has begun.
•
Facility Maintenance and Operations: Bids were received and contracts awarded for Sugaw Creek Recreation
Center heating ventilation and air conditioning replacement and Sugaw Creek Recreation Center roof repair. The
Consultant was selected and a contract awarded for Methodist Home Recreation Center Gymnasium air
conditioning installation.
Key Performance Indicators
Ninety-six percent of Construction and Capital Reserve projects have been completed on schedule over the past 12
months.
Context for Key Performance Indicators
Sixty-two Construction and Capital Reserve projects were completed over the past 12 months. Projects completed in
October include:
•
•
•
•
Fire alarm repairs at the Steele Creek Library
Boiler repairs at the Mecklenburg County Courthouse (832 E. 4th St.)
Reid Neighborhood Park. The new park includes a picnic shelter and community gardens.
Accessibility improvements for an existing canoe and kayak launch at Latta Park.
Mecklenburg County – Board of Elections
November 2015
Monthly Report
Department Overview
Key Performance Indicators
Candidate Filing begins at the Board of Elections on Tuesday, December 1, 2015 at
12:00 Noon and ends on Monday, December 21, 2015 at 12:00 Noon
A recent law modifies the required length of time a candidate for a partisan primary must have been
affiliated with the political party for which he desires to file as a candidate from 90 days to 75 days. This
means that the latest date by which a candidate must have changed his or her party affiliation in order to
qualify to file a notice of candidacy for a partisan contest in the 2016 general election is October 7, 2015. A
prospective candidate that changes his party affiliation on this date (10/7/2015) would not be able to file
his Notice of Candidacy until December 21st, the last day of candidate filing.
Context for Key Performance Indicators
Presidential Preference Primary will be held on Tuesday, March 15, 2016
Mecklenburg County – Child Support Enforcement
November 2015
Monthly Report
•
•
•
Department Overview
The 2015 North Carolina Works (NCWorks) Partnership Conference was held in Greensboro, North Carolina
October 28-30. Fonda Clifton, Program Manager with Child Support Enforcement, attended the conference
to learn how customers can benefit from a consolidation of workforce agencies at the State level and the
growing strong collaborations under the umbrella of NCWorks. This program is designed to strengthen
evolving partnerships, and meet the future needs of the workforce.
Child Support Enforcement has launched “Mom as Gateway not Gatekeeper,” an innovative approach to
working with mothers who are child support customers. This program complements the “Responsible Father
Initiative,” by exploring mothers’ protective instincts and beliefs about fathers’ involvement in their children’s
lives. Research shows that children benefit from emotional and physical support from both parents, and
children who experience positive co-parenting have better outcomes in overall well-being.
TurboCourt software was launched in October. This software provides customers the option to apply for
child support services online from their personal computer or mobile devices. Customers are guided through
a series of simple to follow questions; allowing them to electronically sign and submit their applications for
delivery to the department’s intake team for processing.
Key Performance Indicators – FYTD 2016
FY16 Progress
FY16 Targets
86.45%
93.90%
Paternity Establishment
67.60%
70.50%
Cases Under Order
63.71%
62.01%
Current Support Collected
48.10%
Cases w/Payments to Arrears
63.91%
33.72%
Total Collections*
0%
10%
20%
30%
100.00%
40%
50%
60%
70%
80%
90% 100%
*Total Collections FYTD $16,558,851.89 divided by State mandated annual target $49,113,513.39
Context for Key Performance Indicators
• Paternity Establishment is the # of children born out of wedlock with established paternity for the current
•
•
•
•
fiscal year divided by # of children born out of wedlock open during the preceding fiscal year.
Cases under Order is the # of cases in a caseload w/support orders divided by # of cases. This measure
shows how much of the agency’s caseload is enforceable.
Current Support Collections is the $ collected divided by $ owed that are not past-due. This measure
provides the basic outcome for CSE which is regular and dependable support payments to families.
Cases with Payments to Arrears is the # of cases in which at least one payment on arrears occurred divided
by the # of arrearages cases.
Total Collections is the sum of current support plus arrears collected FYTD divided by State mandated
annual target $49,113,513.39
Mecklenburg County – Community Support Services
November 2015
Monthly Report
Department Overview
• October is Domestic Violence Awareness month. Community Support Services (CSS) staff participated in more
than 40 events to raise awareness on this issue. Events included RAD Charlotte, Power98’s Power Talk Radio and
the Diversity Council of Mecklenburg County discussion on the impact of cultural differences on domestic violence.
On October 6, WSOC-TV aired, Stand Up to Domestic Violence, a one-hour special featuring viewers’ calls into the
station for connections to domestic violence services. Sixteen volunteers, two local police stations, Community
Support Services staff and survivors of domestic violence from the Domestic Violence Speaker’s Bureau, fielded
110 telephone calls from viewers. A recurring theme was callers did not realize domestic violence includes
emotional and verbal abuse and is not limited to physical abuse. Domestic violence occurs in intimate partner
relationships and reaches beyond race, ethnicity, income level and social status. Although October is dedicated to
domestic violence awareness, Community Support Services staff work daily on addressing this problem. Recently,
the BOCC received a report and heard recommendations from the Domestic Violence Fatality Review Team
(DVFRT). The DVFRT reminds the community that domestic violence awareness is a year-round initiative and
prevention efforts must go beyond October. Thus far, eight domestic violence related homicides occurred in
Charlotte-Mecklenburg and 43 occurred in North Carolina this year.
• Community Support Services, in partnership with the City of Charlotte, the Housing Advisory Board of CharlotteMecklenburg and the University of North Carolina Charlotte’s Institute for Social Capital, released a series of reports
on homelessness and housing instability in Charlotte-Mecklenburg. The reports are funded by Community Support
Services. The first report, Characteristics of Charlotte Housing Authority’s Housing Choice Voucher Waiting List,
findings include 31,723 applicants on the Housing Authority’s Housing Choice Voucher waiting list as of January
2015. Approximately, 200-240 vouchers (i.e., rental assistance) are available each year from the U.S. Department
of Housing and Urban Development for new applicants. For every four applicants, one applicant identifies as
homeless. A second report, released on October 26, focuses on the impact of housing instability and cost burden
in Charlotte-Mecklenburg. A report on veterans experiencing homelessness is expected to be released this month.
Key Performance Indicators
Homeless Services Division:
Number of meals provided at the Homeless Resource Center = 2,503
Number of households served with rental subsidy as part of the Shelter Plus Care Program = 235
Veterans Services Division:
Number of claims filed = 291
Domestic Violence Services: Graph includes NOVA, Adult Victim Services and Child Witness Services.
New Clients Served in October
100.00
50.00
62.00
49.00
46.00
41.00
55.00
37.00
NOVA (Perpetrator Services)
Adult Victims
10/31/14
10/31/15
Context for Key Performance Indicators
Performance is stable for all CSS divisions.
Child Witnesses
Mecklenburg County – Criminal Justice Services
November 2015
Monthly Report
Department Overview
•
The Criminal Justice Planning Unit welcomed Fallon Hopkins to its team in October 2015. Fallon is
providing research assistance and support to the local initiative, Race Matters for Juvenile Justice
(RMJJ).
•
Criminal Justice Planning team members attended the Race Matters for Juvenile Justice – Implicit Bias
Conference hosted on Friday, October 23. This is part of the work the Planning team is doing to address
racial disproportionality in the adult criminal justice system through the MacArthur Safety + Justice
Challenge grant.
•
All Mecklenburg County Pretrial Services staff recently received national certification through the
National Association of Pretrial Service Agencies (NAPSA). Employees with NAPSA certification help to
solidify Mecklenburg County’s reputation of a national model for evidence-based practices and program
design.
Key Performance Indicators
Monthly Performance Indicators:
Department Unit
Pretrial Services
Fine Collection
Treatment Courts
Reentry Services
Forensic Evaluations
Measure
Public Safety Rate
Fine Collection Rate
Graduation Rate
Successful Program Completions
Diversionary Screenings/Eligibility Assessments
Annual Target
90%
87%
60%
Baseline
20
Monthly
Performance
92%
56%
55%
7
32
All measures with a set target fell close to or within their target, thus keeping department units on track
for meeting their annual target.
Context for Key Performance Indicators
•
•
Monthly data is reported on a lag due to data collection/analysis needs. The numbers presented
represent CJS’ final performance numbers for the month of September.
The Drug Court Graduation Rate is a cumulative year-to-date rate that reflects the month’s
performance, but also tempers the impact of graduates entering and leaving the program on a rolling
basis since there is not a defined cohort graduating each month.
Mecklenburg County – Economic Development Office
November 2015
Monthly Report
Department Overview
•
•
On October 5, Economic Development Office (EDO) staff began representing Mecklenburg County in the Talent
Pipeline Partnership – a joint effort of several workforce development agencies and higher learning institutions in
greater Mecklenburg region. The County supported the Pipeline’s efforts through a Proclamation for National
Apprenticeship Week read by Chairman Fuller at the October 20 meeting.
On October 1, the EDO Director served as a moderator for a panel discussion of infrastructure needs in the region with
key stakeholders from local and state governments at the request of the Society for Marketing Professional Services.
EDO staff attended the following meetings to encourage the inclusion of Minority, Women and Small Business
Enterprise (M/W/SBE) subcontractors and the certification of new M/W/SBE vendors:
o Small Business Administration (SBA) Emerging Leaders Charlotte – Resource partnership on October 6: The
purpose of this meeting was to support and educate new vendors on the process of how to do business with
Mecklenburg County.
o Charlotte Minority Enterprise Development (MED) Week – Meet the Primes on October 7 and 8: The purpose
of these one-stop trade show meetings was to meet new sub-contractors and prime general contractors who
can bid on Mecklenburg County construction projects. Annual awards luncheon held on October 8 to select
the M/W/BE of the year, and the Minority Business Enterprise (MBE) advocate of the year.
o Morrison Library Addition & Renovation – MWSBE plan on October 12: The purpose of this meeting was to
review M/W/SBE goals and plans for community outreach for the upcoming construction project.
Key Performance Indicators
Economic Development
• Closed session presentations for Business Investment Grants: 0
• Meetings with prospective new/expanding businesses: 2
• Incentive Offer letters issued: 1
• Meetings with potential economic development projects / partners: 6
MWSBE
82 persons reached
• 45 via three community outreach events
o SBA Emerging Leaders Charlotte – 21 participants
o Charlotte-Mecklenburg MED Week – Meet The Primes – 19 participants
o Morrison Library Addition & Renovation meetings – 5 participants
• Customers contacted via phone/email/in person – 37
Unemployment Rate Comparison
6
5.8
5.8
5.7
5.5
5.3
5.1
5.1
5.1
5
Meckenburg County
4.5
North Carolina
U.S.
4
July
August
*Mecklenburg County and North Carolina not seasonally adjusted.
Source: U.S. Bureau of Labor Statistics & NC Department of Commerce
September
Mecklenburg County – Financial Services Department
November 2015
Monthly Report
Department Overview
The overall goal of Financial Services is to provide fiscal stewardship and accountability of public funds. Department
reports on the financial operations of the County are used to draw down Federal and State revenues and provide
information for use by management and the County’s stakeholders.
•
On Monday, October 26, Financial Services implemented an upgrade to Advantage, the County’s Financial
Management System. The upgrade will enhance the functionality of the current system and enable integration with
BuySpeed, the County’s new e-Procurement system, accessible through MECKProcure.com. Users have been
provided an instruction manual with an explanation of the system changes.
Key Performance Indicators
Division Measure
Procurement Services Percent of purchases made on contract
Supplier outreach events held
Departmental Financial Services Average days outstanding for
Health Department accounts receivable
Claims denial rate
Central Finance Competitive grant revenues awarded
October
Performance
43.0%
0
40
FY 2016
Year-to-Date
72.1%
1
44
32.0%
$1,696,067
28.5%
$6,519,885
Context for Key Performance Indicators
PROCUREMENT SERVICES
In FY 2015, the department launched the new Procurement Services Division with the following goals:
1. increasing the percent of purchases made on contract, which indicates how much County departments are spending
on goods and services procured through the strategic sourcing process
2. providing vendors more opportunities to network, market their capabilities directly to County officials, and learn
about potential County procurements, self-serve vendor registration, and the County’s e-Procurement system.
Best-in-class Procurement organizations typically spend 85% of their purchases on contract.
DEPARTMENTAL FINANCIAL SERVICES
In FY 2015, the Health Department engaged a consultant, Navigant, to assist in improving the revenue cycle and
billing functions that contribute to the capture, management, and collection of revenue from patients receiving
services from the Health Department. Departmental Financial Services supports the Health Department by
processing all of the claims and payments for patient services. With Navigant’s expertise, Departmental Financial
Services expects to increase the efficiency and amount of revenue collections for the Health Department by
reducing the average days outstanding for patient accounts receivable and by reducing the percentage of claims
denied by the state for patients receiving Medicaid.
CENTRAL FINANCE
In FY 2015, Central Finance awarded a contract to Amplifund to develop a new electronic grants management
software system for the County. With the pilot and implementation of the system in FY 2016, Central Finance
expects to increase the efficiency of the County’s grants management process and the overall amount of
competitive grant revenues reported, which represent the number of grant dollars awarded in the fiscal year.
Mecklenburg County – Health Department
November 2015
Monthly Report
Department Overview
HIV Outreach:
• On November 30, the Health Department will partner with the Regional AIDS Interfaith Network (RAIN) in the
fifth annual presentation of "The Voices Project", which chronicles the stories of those affected by HIV in our
community. The performance will be at the Wells Fargo Auditorium, Knight Theater. Admission is free; doors
open with a reception at 6:00 pm and the performance at 7:00 pm.
• In observance of World AIDS Day, the HIV Outreach Testing Team is partnering with University of North Carolina
at Charlotte (UNCC) to bring HIV education, counseling and testing to UNCC students on Tuesday, December 1.
Community Engagement:
• Village HeartBEAT, which is a program to reduce cardiovascular disease, had two pre-season activities:
o Fitness on the Dance Floor, October 16 – 125 participants.
o Fitness on the Greenway, October 17 – 100 participants.
Policy & Prevention Outcomes:
• Thirteen school gardens have been certified by the Green Teacher Network. The gardens will reach over 650
students.
• The Health Department partnered with the American Academy of Pediatrics Richmond Center to host visiting
lecturer, Dr. Winickoff, who presented to Levine Children's Hospital Grand Rounds. As a result, Myers Park
Pediatric adopted a systems change to assess tobacco usage and refer to cessation resources.
• The Health Department partnered with Johnson and Wales University to adopt a tobacco-free campus policy.
2,500 students and faculty will be affected by this change.
Children’s Developmental Services Agency (CDSA):
• On October 15, CDSA Director, Joey Bishop-Manton presented best practice information about Natural Learning
Environments/Coaching with Families at the North Carolina Early Intervention Branch meeting. These
evidenced-based practices were initially implemented at the Mecklenburg CDSA and are now being
implemented in other CDSAs across North Carolina with the support of the Mecklenburg CDSA.
• On November 6, CDSA supervisor, Lindsey Moss, along with Care Coordination for Children (CC4C) supervisor
Julia Banks and Youth & Family Services (YFS) supervisor Erskine Daniels, presented Developmental Support for
Abused/Neglected Children: A Collaborative Approach at the North Carolina Infant Mental Health Association
Conference.
• CDSA had 1,123 September enrollments.
Environmental Health:
• 1,319 seasonal public swimming pools were inspected within 60 days of permit issuance.
• From May through September, 3,783 sites were surveyed for mosquitoes and 49% required treatment.
• Out of the 131 food and lodging permits issued, 64 were for Temporary Food Establishments operating at the
many festivals occurring in September.
Mecklenburg County – Health Department
November 2015
Key Performance Indicators
Program
Adult Health Clinic Visits
Immunization Clinic Visits
School Health Room Visits
Policy & Prevention Reach
Environmental Health - Mandated Regulatory Inspections
Environmental Health - Permits Issued
Environmental Health - Service Requests
Children’s Developmental Services Agency Referrals
Child Development - Community Policing - Acute Trauma Intervention Referrals
Sept - 2014 Sept - 2015 FY16 YTD
1,822
1,799
5,374
2,116
1,845
3,874
25,519
51,755
74,925
n/a
898
1,560
1,129
1,080
3,305
3,027
162
448
1,129
287
872
180
193
537
285
349
1004
Context for Key Performance Indicators
To allow accuracy in data reporting, data will lag one month.
1) Adult Health Clinic visits include sexually transmitted disease (STD) testing and treatment, family planning services and
nurse visits.
2) Immunization Clinic visits include child, adult and travel immunizations. September visit numbers include two Big Shot
Saturday events and two Immunization Exclusion Clinics.
3) WIC (Women, Infants and Children) visits include nutrition counseling, voucher pickup and assessments. As of February
2015, accurate reporting of WIC office visits is currently unavailable due to migration to Crossroads, the new state reporting
system.
4) School Health Room visits include encounters related to a specific student’s health concern or condition such as
encounters where direct services are provided for a student, parent contacts, physician consultations and interdisciplinary
meetings to make decisions regarding a specific student’s care at school. The growth of room visits from last year can be
attributed to the increase in nurses providing services over the past year.
5) Policy & Prevention Reach includes group education sessions on topics of nutrition, physical activity, pedestrian and
bicycle safety, child abuse prevention, male responsibility/teenage pregnancy risk reduction, breast health and chronic
disease prevention. Calculation updated in May 2015 to include policy and prevention initiatives. Indicators are not
comparable to 2014 numbers.
6) Environmental Health values include inspections, permits and service requests of restaurants, pools, wells, septic
systems, child and elderly care facilities, rodent and mosquito control activities, and temporary food service event requests.
Fiscal Year to Date total may not correspond to sum of monthly totals for the Fiscal Year due to inspection software
reporting capability and adjustment of activity type following supervisor review.
7) Children’s Developmental Services Agency staff help families who have children from birth to age three who are at risk
due to developmental delays.
8) Child Development – Community Policing partners child trauma clinicians with law enforcement officers in order to
respond immediately to the mental health needs of vulnerable children impacted by violence. Data presented is based on
families. Of the September referrals, 20 were total immediate clinical on-scene page out requests.
Mecklenburg County – Human Resources Department
November 2015
Monthly Report
Department Overview
Major department initiatives include the following:
o The Leave of Absence (LOA) team and the Employee Services Center (ESC) team were combined into
a single team, which will be responsible for managing the department’s transactional processing
duties. The structural realignment will expand the ESC’s capacity to respond to customer needs.
o The second Leadership Breakfast series event, which focused on the role of change and innovation in
the work place, was held. Change and Innovation is one of the County’s leadership competencies.
Mecklenburg Board of County Commission Chairman Trevor Fuller moderated the session.
o Recruiting has launched a partnership with Central Piedmont Community College to identify and
select veterans for an apprenticeship program. These positions will be temporary (one year duration)
and will combine both classroom and on-the-job training activities.
o The Recruiting team is collaborating with Goodwill Industry as a referral source for Human Services
Specialist I and II candidates. The outreach effort is an opportunity to network with, and potentially
provide job opportunities for local citizens who are receiving County services. Goodwill will follow
County Recruitment policies and procedures. The number of individuals in the referral pipeline will
be tracked and the number of hires made will be reported.
Key Performance Indicators
•
•
The Employee Services Center sends out customer satisfaction surveys as requests are resolved. For the
month of October, the survey results indicate a 93% satisfaction rate.
For the July – October period, County HR staff hired 230 new employees (excluding the Library).
o 177 were hired into regular positions
o 53 were hired into temporary positions (34 for Board of Elections)
County Turnover
7.5%
Total Turnover
4.2%
4.2%
Voluntary
2.3%
Retirement
0.7%
6.2%
6.2%
2.0%
2.2%
2.1%
1.2%
1.0%
1.4%
1.2%
Involuntary
0.0%
FY13
9.4%
9.7%
2.0%
FY14
4.0%
6.0%
8.0%
FY15 w/out LPT positions
10.0%
12.0%
FY 16 July - Oct
Context for Key Performance Indicators
Turnover data is for full-time positions and excludes instances when County employees transfer to work
for a different department and the Library staff. The spike in FY16 Involuntary Turnover is due to PSO
Substance Abuse Services Center Reduction in Force in September 2015.
Mecklenburg County – Information Technology
November 2015
Monthly Report
Department Overview
Information Technology (IT) provides desktop support and help desk services; maintains and secures the County’s IT
infrastructure; maintains and develops the County’s applications and databases; and helps customers identify business needs
and solutions.
•
In the month of October, Information Technology implemented an upgrade to the Advantage Financial System.
• Implementation provides a stable and reliable system to meet County financial management and reporting
needs, as well as County budget management and reporting needs
• Enables a stable and reliable financial and budget solution that meets Information Technology minimal
standards and is current with the vendor roadmap
•
The Child Support Enforcement Turbo Court application was implemented. The application is an interview software
solution that leads the customer through a simple to follow question and answer session.
• Enables customer access to services, reduces costs, and improves time to process new applications
• Reduces labor costs and time associated with the Application for Services process
• Improves data accuracy using robust easy to use interview software
•
The department completed the Computer Replacement Project for FY15.
• A total of 1,829 machines were deployed across every department within Mecklenburg County at over 90
locations.
o Largest five recipients:
 Department of Social Services: 366 machines ($304,090)
 Sheriff’s Department: 286 machines ($197,675)
 Land Use and Environmental Services Agency: 254 machines ($231,771)
 Child Support Enforcement: 145 machines ($60,087)
 Register of Deeds: 116 machines ($57,479)
Key Performance Indicators
•
In October, Information Technology resolved 98% of tickets (i.e., service requests that come into Information Technology
through MeckSupport, a call to 2HELP, or service record entered by staff) within the agreed upon service level agreement.
Context for Key Performance Indicators
•
3,139 service request tickets were resolved in October.
SERVICE
Apps/Data
IT Business Analysis
IT Customer Support Center
Network, Server, Telecom
IT Security
October Totals
OCTOBER SLA DATA
# closed
Total
within
number
%
SLA
closed
263
268
98.1%
156
160
97.5%
2,146
2,182
98.4%
456
486
93.8%
41
43
95.3%
3,062
3,139
97.5%
Mecklenburg County – Internal Audit
November 2015
Monthly Report
Department Overview
Issued the FY 2016 Control Self Assessment Survey to Department Heads.
Key Performance Indicators
1. Audit Hours by Risk Level and Department
FY16 Risk
Ranking
Department
2. Fraud Hotline Activity
Oct
Hours
% of
Total
YTD
Hours
% of
Total
28
4%
75
3%
26
4%
70
3%
2
0%
15
0%
46
7%
398
15%
Medium
Social
Services
Financial
Services
Sheriff
Information
Technology
Health
354
52%
1,067
40%
Medium
Tax Collector
127
19%
339
12%
Medium
Tax Assessor
Human
Resources
Medical
Examiner
Park and
Recreation
Register of
Deeds
IT Support
0
0%
244
9%
24
3%
35
1%
5
1%
22
1%
33
5%
308
11%
10
1%
23
1%
28
4%
81
3%
683
100%
2,677
99%
High
High
High
High
Medium
Medium
Low
Low
N/A
Assurance Sub-total
N/A
Investigations
0
0%
0
0%
N/A
CA/CM
3
0%
23
1%
686
100%
2,700
100%
Total
Fraud Hotline
Category
Oct
YTD
Reports
Received
Fraud
0
Non1
Fraud
Open
Fraud
0
Non1
Fraud
Close-Unsub
Fraud
0
Non0
Fraud
Close-Sub
Fraud
0
Non0
Fraud
Closed: Investigated and a) substantiated and
handled; or b) unsubstantiated
5
3
2
1
3
2
0
0
3. New Investigations: 0
4. Productivity
Productivity*
Target
Oct
2015
YTD
Oct
Var
YTD
Var
Direct
68%
62%
56%
-6%
-12%
Indirect
32%
38%
44%
6%
12%
*Net of benefit time
Context for Key Performance Indicators
Mecklenburg County – Charlotte Mecklenburg Library
November 2015
Prior Fiscal Year
Current Fiscal Year
1,800,000
1,705,192
Key Performance Indicators for October 2015
1,653,169
In October, the Charlotte Mecklenburg Library continued a very busy fall and celebrated a major milestone.
• More than 1,000 people celebrated ImaginOn’s 10th Anniversary on October 10 with special activities, characters from
Children’s Theatre productions over the past ten years, and a family-friendly concert. The event kicked off a year of
"Super Saturdays" programming at ImaginOn to extend the celebration of the ImaginOn facility and partnership.
• People all over the community came together to read and discuss one book - The Storied Life of A.J. Fikry by Gabrielle
Zevin - during the Library’s Community Read, September 28 - October 17, 2015. More than 400 people attended 41
events, including book discussions, a live chat with the author and activities for teens and children.
• 1,402 teens participated in events at libraries across the County during Teen Read Week, October 18-24. This annual
initiative spotlights the resources and activities available to help teens build literacy skills while reading for enjoyment.
• Nearly 31,000 voters cast ballots at 13 Library early voting sites from October 24-31. (Source: Mecklenburg County
Board of Elections, charmeck.org/mecklenburg/county/BOE)
• The Library was featured on WCCB Charlotte’s “Wilson’s World,” highlighting the vocabulary-building initiative Get
Ready With Words, and WCNC’s “Charlotte Today,” promoting Library collections. Both will be recurring segments.
• The Library officially partnered with Safe Place, a network of community agencies who offer assistance to youth in
crisis. Safe Place signs will be posted in all library locations, letting youth know that they can ask Library staff for help.
• Karen Beach, Deputy Director of the Charlotte Mecklenburg Library Foundation, was awarded the 2015 Joey Rodger
Leadership Award by the Urban Libraries Council and Meryle Leonard, Outreach Manager, was awarded the 2015
William H. Roberts Public Library Distinguished Service Award by the North Carolina Public Library Association.
• Approximately 400 staff gathered at ImaginOn on Columbus Day, October 12, for a day of staff development.
1,600,000
1,400,000
754,796
1,200,000
1,000,000
288,365
272,681
256,136
77,945
62,818
154,160
200,000
130,240
400,000
151,191
600,000
113,588
800,000
0
33.1%
Total Digital
Circulation
Target 25%
18.4%
24.1%
Wi-Fi Usage Growth Pre-K to Third Grade
Literacy Program
Attendance
Target 20%
Target 2.5%
6.5%
3.1%
-61.8%
# of Active
Cardholders
Total Circulation
Total Gifts, Grants,
and Endowment
Earnings
Target 2.5%
Target 1%
Target $1.4M
Year Over Year % Change & KPI
Note: Percentages represent percent change from prior fiscal year to current fiscal year.
Context for Key Performance Indicators
•
All KPIs are at or above target except WiFi, due to capacity issues; and gifts, grants and earnings due to the timing of a
large grant last year.
Mecklenburg County – Land Use and Environmental Services Agency
November 2015
Department Overview
Through the month of October, the second round of the Livable Meck Think Tank meetings were held.
During this round of meetings, organizational representatives underwent a facilitated process of identifying
the potential impact and viability of each of their collaborative initiative ideas. This process will then allow
the organizations to identify their top three ideas.
Key Performance Indicators
Air Quality
• In October, there were 73 National Emission Standards for Hazardous Air Pollutants (NESHAP) notifications
•
received and reviewed. (FY2015 Monthly Average: 30)
In October, there were 539 active operating permits for sources of air pollution in Mecklenburg County.
(FY2015 Monthly Average: 539)
Code Enforcement
• Inspection Response Times (October):
# of inspections
September Inspection Response Times
(from scheduled time of inspection)
% Performed Within 3 Days of
Average Response in Days
Request
August
September
FYTD
August
September
FYTD
95.8%
98.3%
96.8%
1.61
1.48
1.55
24,198
23,160
71,908
24,198
23,160
71,908
Plan Review (September):
•
Two hundred eighteen (218) commercial projects (medium- and large-sized) were reviewed for the first
time. Of these projects, 92% were reviewed at or before the scheduled review time. For the Building,
Electrical, Mechanical, and Plumbing (BEMP) trades that are under Code Enforcement’s direct control, 92
were reviewed at or before the scheduled review time.
Note: The plan review process includes: LUESA Code Enforcement, Land Development, Air Quality, and Environmental Health; County GIS Addressing;
Charlotte-Mecklenburg Utilities Department; City of Charlotte Land Development and Engineering, Urban Forestry, and Zoning Departments; City of
Charlotte Planning Commission and Zoning Historic Commission; Town Planning Departments; Town, County, and State Fire Marshal’s Offices; State
Departments of Insurance, Public Instruction, Facility Services, Child Day Cares, and Environment and Natural Resources.
Wait Times (in days) to Schedule Commercial Plan Review
Building Trade*
August September FYTD
21
35
22
Medium and Large Projects
Electrical Trade
August
September
FYTD
2
3
2.5
Mechanical/Plumbing Trade*
September FYTD
August
14
25
17
Small Projects
Building Trade
August September
6
4
Electrical Trade
Mechanical/Plumbing Trade
FYTD
August
September
FYTD
August
September
FYTD
4.3
2
2
2
2
2
5.3
*increase in wait times is due to the number of staff vacancies that affect wait times
Mecklenburg County – Land Use and Environmental Services Agency
November 2015
Express Review (premium service)
Small Projects - All Trades
August September
23
•
23
Large Projects - All Trades
FYTD
August
September
FYTD
22
26
28
27
Contractor ready permit applications (projects under 10,000 square feet) turnaround times (from time
permit application received): Building, Electrical, Mechanical and Plumbing trades at four workdays; All
other trades at one workday
Geospatial Information Systems (GIS)
•
In October, the County’s real estate lookup system, Polaris, had an application uptime of 99.8%; 136,476
Website Hits on GIS Applications; 86.95 GB of data downloaded; processed 5,118 Property Ownership
Records; and 5,155,795 sq. ft. of billed impervious data captured.
Solid Waste
Measure
October
FYTD
Customers received at the four full-service recycling
centers
44,523
181,588
Measure
Recycling tons processed at Metrolina facility
(includes private haulers)
September
6,224
FYTD
Change over prior
FYTD
+10.81%
Change over prior
FYTD
18,437
Water & Land Resources
• In October, 48 land development plans were reviewed.
• One hundred percent (100%) of submitted plans were reviewed within 21 calendar days (the balanced
scorecard target is 85% reviews completed within 21 calendar days).
.3 %
Mecklenburg County – Mecklenburg EMS Agency (Medic)
November 2015
Monthly Report
Department Overview
County GIS Showcase
Medic will once again be participating in Mecklenburg County’s Geographic Information Systems (GIS) Day, which is scheduled
for Wednesday, November 18 from 8:30 a.m. to 3:30 p.m. at Spirit Square. Medic relies heavily on technology to enhance the
Agency’s ability to provide timely service throughout the community. The Agency’s advanced use of GIS data not only helps
with vehicle tracking and mapping, but also with the dispatch process and quality control.
Medic will have one of its technology-equipped ambulances on site at the event, along with team members who will provide
attendees with an up-close look into the tools and strategies the Agency employs to make sure county residents receive a fast
response each time they call 911 in a medical emergency.
New Building Update
Building contractor Edifice continues to develop detailed design specifications and the associated pricing necessary to gain
county approval for Medic’s new Wilkinson Boulevard Headquarters. While this work occurs, Medic leadership is working with
various Mecklenburg County departments and outside consultants on plans related to the Agency’s Dispatch Center, IT
infrastructure and overall campus security.
Strategic Planning Process
The Agency’s strategic planning process is well under way, aligning very closely with that of Mecklenburg County. Medic’s
leadership team has already spent multiple planning sessions reviewing key performance measures and various other inputs
from both inside and outside of the Agency to help identify areas in need of improvement. These ideas have been organized
into themes which will be further analyzed and prioritized in the next steps of the process. The top priorities will then be
evaluated to better understand potential impact to overall Agency performance and the ability to achieve Medic’s vision:
•
•
•
To be an adaptable, patient centered system of care
To be an excellent place for people to work
To be fiscally sustainable
Appointments
Two members of Medic’s senior leadership team were recently appointed to significant posts related to their work in EMS.
Executive Director Joe Penner was appointed to the American Ambulance Association’s Board of Directors, and Deputy Director
Kevin Staley was appointed to the North Carolina EMS Advisory Counsel. These appointments reflect the hard work and
commitment to EMS exhibited by both Joe and Kevin in addition to Medic’s strong standing in the EMS community.
Context for Key Performance Indicators
The following data is presented in control charts. Each dot represents a monthly average, count or proportion. The middle
green line is the average performance for the displayed periods, while the top and bottom red lines are the upper and lower
control limits.
•
•
•
•
Response time compliance performance goal is 90%.
Cardiac arrest survival is measured for patients that meet a nationally standardized case definition.
Patient satisfaction is determined using a random telephone survey of up to 200 transported patients per month and
presents the proportion which rated their overall quality of care as excellent.
County cost per transport is based on the total number of transports in a month divided by the monthly subsidy provided
to Medic.
Mecklenburg County – Mecklenburg EMS Agency (Medic)
November 2015
Key Performance Indicators
Mecklenburg County – Medical Examiner’s Office
November 2015
Monthly Report
Department Overview
Local Law Enforcement Training Expanded:
During FY15, training specific to the Medical Examiner’s Office was provided to all Homicide Units
within the Charlotte Mecklenburg Police Department (CMPD). The goal in FY16 is to expand the
training opportunity to all of the surrounding law enforcement agencies within Mecklenburg County,
as well as specialized units within CMPD. Municipalities being offered training are Matthews, Mint
Hill, Huntersville, Cornelius, Pineville and Davidson. The training module addresses proper death
scene investigations from the viewpoint of the Medical Examiner’s Office. The goal is to better
equip the investigators/crime scene techs in gathering relevant information to assist the pathologist
in determining the cause and manner of death, create more investigative efficiencies, all while
maintaining the integrity of evidence at the scene. The training consists of classroom instruction, as
well as the viewing of an autopsy.
Key Performance Indicators
October Totals
180
161
160
140
120
Mecklenburg Autopsies
100
Regional Autopsies
80
60
40
Death Investigations
47
30
20
External Exams
21
0
Context for Key Performance Indicators
Six Month Overview
200
150
100
50
0
Apr 15
May 15
Mecklenburg Autopsies
Jun 15
Regional Autopsies
Jul 15
Aug 15
Death Investigations
Sep 15
External Exams
Mecklenburg County – Office of the Tax Collector
November 2015
Monthly Report
Department Overview
The Office of the Tax Collector spent considerable time with the computer system vendor in October
defining requirements for the new gross receipts tax system.
The vision for this system is to utilize it as a tool to provide high quality service to Mecklenburg County
customers, provide a user-friendly tool that our employees will use to improve efficiency, accurately
account for and distribute funds in compliance with audit standards and inter-local agreements, enhance
our data extraction capabilities, interface with the Tax Collections GIS System, improve our online and inhouse point of service capabilities, and be secure with robust internal controls.
The project is currently on time and within budget. Work will continue with the goal of implementation in
January 2017.
Key Performance Indicators
The collections indicators through October 2015 for Mecklenburg County taxes are the following:
•
Current Year Real Estate/Personal Property Tax Collection Rate:
20.57%
•
Prior Year Real Estate/Personal Property Tax Collection Rate:
6.22%*
•
Current Year Room Occupancy/Hall of Fame Tax Collection Rate:
99.09%
•
Current Year Prepared Food & Beverage Tax Collection Rate:
91.83%
•
Current Year Vehicle Rental/U-Drive-It Tax Collection Rate:
97.73%
*The prior year collection rate reflects the percentage of the total due for all prior years that has been
collected in FY 2016.
Context for Key Performance Indicators
•
The OTC has collected $192,370,316.86 in real estate, personal property, and registered motor
vehicle taxes for the current year county net levy with $743,424,756.42 remaining to collect.
•
For the prior year county net levy, $2,357,469.14 has been collected in FY 2016.
•
The grand total of collections in FY 2016 for all years and all jurisdictions is $279,926,794.30 through
October 30, 2015.
•
The OTC has collected 91.40% of all Mecklenburg County taxes levied since September 1, 2005. This
amounts to $7,952,539,544.44 collected and $779,705,353.20 uncollected.
Mecklenburg County – Park and Recreation
November 2015
Monthly Report
Department Overview
•
SeniorFest 2015 at Arbor Glen Outreach Center completed its fifth year with over 150 in attendance. Seniors enjoyed
healthy morning refreshments and vendor-provided giveaways. Activities included Bingo, P-O-K-E-N-O, Senior Game
event demonstrations and Balloon Volleyball. Two participants won $50 value door prizes. Upcoming fall and Holiday
events were also announced to make sure participants were aware of what Park and Recreation has to offer seniors.
•
Natural Resources staff planted 1,000 milkweed plants donated by the US Fish and Wildlife Service on power line rightsof-way and grassland areas. The project is part of an effort to save monarch butterflies, a rapidly declining
species due to habitat loss, pesticide use and other challenges. The milkweed plants were planted in several locations
throughout Latta Plantation Nature Preserve, McDowell Nature Preserve, and Cowan's Ford Wildlife Refuge.
•
In October, under the County’s Employee Wellness Program, 46 employees made 180 visits to Park and Recreation
Fitness Centers and 44 employees made 386 visits to the Hal Marshall Fitness Center. This program helps keep County
employees active and healthy.
•
A walk through of the proposed extension of the McDowell Creek Greenway was conducted on October 6, 2015 with
representatives from Park and Recreation, Asset and Facilities Management and Land Use and Environmental Services
Agency. This extension, from Taybrook Drive to existing Torrence Creek Greenway, will complement the creek
restoration project currently underway at this location by LUESA. A public meeting was held on November 10, 2015.
Key Performance Indicators
In October, the Department offered 994 programs for 24,906 participants, and hosted 13 special events or
athletic tournaments for approximately 106,611 participants/spectators. The Department received 1,253
customer satisfaction surveys with a 98% satisfaction rate. September volunteerism has a value of $88,162.1
Park Visitation
1,000,000
Visitors
800,000
946,000
823,032
640,087
553,378
600,000
701,771
471,039
400,000
812,468
912,925
892,870
702,715
658,234
772,845
356,620
200,000
-
2015
2014
Centers Visitation
88,761
100,000
Visitors
80,000
60,000
58,558
63,493
68,446
83,226
85,325
71,847
83,307
79,597
82,772
79,036
56,953
69,198
40,000
20,000
-
2014
2015
Mecklenburg County – Park and Recreation
November 2015
Key Performance Indicators – cont.
Nature Preserve Visitation
Visitors
120,000
100,000
80,000
60,000
40,000
20,000
0
67,087
78,906 87,720
112,588
102,096 109,489 103,067
83,182 78,130
46,496 39,367 40,952 39,363
2015
2014
Hours
Volunteer Hours
12,000
10,000
8,000
6,000
4,000
2,000
-
10,276
7,146
4,479
4,457
5,449
5,327
5,059
6,189
5,288
5,689
2,930
2,555
3,822
2015
2014
Greenway Useage
Visitors
150,000
100,000
50,000
93,465
61,281
120,065
88,747
91,919
97,018
90,444
96,795
82,705
44,947
-
2015
2014
Context for Key Performance Indicators
•
•
•
•
1
Centers Visitation includes recreation centers, nature centers, and senior centers.
Nature Preserve Visitation is for only seven of the twenty four preserves.
Park Visitation does not include visitation from some of the most popular and heavily trafficked facilities
such as Romare Bearden Park.
The new Greenway Usage chart is for only three of our fourteen greenways.
Volunteerism value is calculated by multiplying the number of volunteer hours by the national value of
volunteer time, which is established by the Independent Sector; the latest established value is $22.55.
Mecklenburg County – Public Information
November 2015
Monthly Report
Department Overview
Major department initiatives in October 2015:
•
Bringing Mecklenburg County to You: Mecklenburg County’s new Government Facilities Master Plan, “Bringing
Mecklenburg County to You,” is underway. Public Information has launched a new website for residents and
employees to keep up with the progress of the plan which includes pictures of projects under construction as well as
a video overview.
•
First Twitter Chat: Mecklenburg County (@meckcounty on Twitter) hosted a Twitter chat about the Health
Department’s Breast and Cervical Cancer Control Program (BCCCP) featuring Public Health Director Dr. Marcus
Plescia. The BCCCP provides free or low-cost breast and cervical cancer screenings for women who meet eligibility
guidelines. Women ages 40 to 64 are eligible for breast cancer screenings and those ages 21 to 64 for cervical cancer
screenings with an income at or below 250 percent of the federal poverty guidelines, or without insurance, or are
underinsured. More than 100 “tweets” were sent in an hour and 21 people contributed.
•
Employee Fest 2015 drew thousands to Freedom Park Oct. 8. This year’s record-turnout event was co-planned and
organized by Public Information and featured a barbecue lunch, games, musical performances, information on
Charitable Giving opportunities, sponsor tables and recognition, and most importantly, a celebration of the
contributions Mecklenburg County employees make to the quality of life for County residents.
•
First Town Hall Meeting for Seniors: Commissioner Vilma Leake hosted the first town hall meeting for senior citizens
on Oct. 19 at the Charlotte-Mecklenburg Government Center. County department directors and other speakers
were present to discuss parks and greenways, property taxes and valuation, Health Department services, options for
voting, social services and more. Public Information co-planned and promoted the event with the Manager’s Office
and Commissioner Leake.
30 Days on Mecklenburg County Social Media: October 2015
918 people interacted with our content 1,363 times.
This includes Twitter mentions, retweets and
Facebook likes, shares, and comments.
Our content was shown to our audience 5.48 million
times.
950 new Twitter followers = 28.3K total
146 new Facebook fans = 3.3K total
332,253 = Unique visits to
MecklenburgCountyNC.gov
Context for Key Monthly Performance Indicators
• Social media “@mentions” (i.e., posts by others that tag @meckcounty) and “retweets” are measures of how
well content connects with the audience and is shared more broadly.
• Twitter and Facebook followers are measures of how many people are actively engaged in Public
Information’s social media presence.
• Public Information tracks social media trends relevant to Mecklenburg County.
• Unique visits to MecklenburgCountyNC.gov measure of how many people visit our main website.
Monthly Report Mecklenburg County – Register of Deeds November 2015 Department Overview
 In October, the Register of Deeds prepared for a major upgrade in their primary software application. The driver for the upgrade was compliance with new Payment Card Industry (PCI) standards for secure card transactions. The update supports a new credit card reader that enables staff to manually key cards in a secure, encrypted manner.  The department began processing contracts for specialized services for preservation and technology projects. Key Performance Indicators October September Change Indicator 14,022 14147 ‐0.88% Total Real Estate Documents Filed 2,459 2,665 ‐7.73% Deeds Filed 3,543 3441 2.96% Deeds Trust / Mortgages Filed 64 60 6.67% Maps / Map Revisions Filed 1 1 0.00% Condominium Docs Filed 133 134 ‐0.75% 255 209 22.01% Sub. Trustee Docs Filed (FCL related) 99.91% 99.99% ‐0.08% Index, % docs indexed in 24 hours 11,480 11,572 ‐0.80% Total Receipt Count/Transactions Context for Key Performance Indicators  County Revenue for October was approximately $1,311,000, which exceeded projections. Revenue has Foreclosure Notices Filed exceeded projections for the first four months in FY2016.  Refinance transactions, which are very sensitive to interest rates, were slightly higher (calculated as Deeds of Trust minus Deeds). There were a few weeks with very low interest rates in October.  Foreclosure‐related documents were mixed, with more new foreclosures but fewer completed foreclosures. This activity reflects what can be considered a normal foreclosure rate for a stable economy. Mecklenburg County – Sheriff’s Office
November 2015
Monthly Report
Agency Overview
•
The Mecklenburg County Sheriff’s Office partnered with federal, state and local law enforcement
agencies to conduct “Operation a Haunting We Will Go” over this past Halloween weekend. This
operation is a large scale verification of registered sex offenders in Mecklenburg County. There are
approximately 1,051 sex offenders in Mecklenburg County registered with the North Carolina Sex
Offender and Public Protection Registry; 161 are currently incarcerated. The goal is to verify as many of
the 890 offenders in the community as possible. Over three days, officers made 1,321 individual
attempts and completed 650 verifications of all current sex offenders in the county, which translates to
a verification of 73 percent. Verification efforts resulted in the discovery of 40 violations requiring
warrants to be issued, one arrest, and one warrant served. This operation plays an important role in
keeping our community safe. The Sheriff also promoted the free app that makes the sex offender
registry mobile, using GPS information to map where offenders live.
•
In October, a step down housing unit at jail central was established for inmates moving out of
disciplinary detention units (DDU) and maximum security housing. The goal of the step down housing
unit is to prepare inmates for their return to general housing. Inmates are housed in the unit for 30
days and participate in classes geared towards improving social skills, anger management, and selfevaluation.
•
Sheriff Carmichael and Chief Deputy McAdoo would like to congratulate Dorian Johnson on his recent
promotion, effective October 28, to Director of the Mecklenburg County Sheriff’s Office Inmate
Programs Division.
•
Sheriff Carmichael hosted a retirement social on October 21 in honor of 29 former employees who
retired over the past year. Sheriff Carmichael and the Mecklenburg County Sheriff’s Office would like to
commend these employees for their years of dedicated service to our agency.
Key Performance Indicators (September)
MCSO Court Security
• Number of contraband items recovered: 1,410
Detention
• Average daily population: 1,482
• Number of inmates booked: 2,175
Field Operations/Civil Process
• Number of civil papers served: 5,783
Registration
• Number of hand gun purchase permit applications processed: 1,955
Inmate Programs
• Number of inmate program class participations: 873
Context for Key Performance Indicators
•
September data was reported for the Key Performance Indicators. In order to provide accurate data
within the deadline for the report, one month lag time will be used.
Mecklenburg County – Social Services
November 2015
Monthly Report
Department Overview
Annual Employee Recognition
Several Social Service staff members were recognized for outstanding performance at this year’s
Employee Fest. Sandra Corral (Economic Services), Case Manager II, was awarded the Customer Service
Hero Award for Courtesy and Respect, the Adult Protective Services unit was honored as the County’s
Team of the Year, and Pete McNeil (Youth & Family Services), Social Work Supervisor, was selected as
Mecklenburg County Employee of the Year.
Social Services Institute Best Practice Award
In October, the North Carolina Association of County Directors of Social Services honored Mecklenburg
County Care Transitions with a Best Practice Award for Innovations in Services to Customers. The
Community Resources Division program strives to reduce 30-day hospital readmissions among individuals
aged 60 and over who are diagnosed with chronic diseases such as congestive heart failure, diabetes and
chronic obstructive pulmonary disease. By providing referrals for services such as home-delivered meals,
home safety modifications, and transportation, the program increases the likelihood of successful, long
term transitions from hospital to home.
Key Performance Indicators
September
2015
Twelve-Month
Averagea
September
2014
253,501
256,757
219,438
175,619
177,295
137,358
75,184
76,516
78,415
2,698
2,946
3,665
38,120
35,130
35,954
34,248
31,211
31,578
Just 1 Call
2,484
2,627
2,901
Child Protective Services Hotline
1,388
1,291
1,475
Indicator
Number of Public Assistance Cases
Medicaid Cases
Food and Nutrition Services Cases
Work First Cases
Number of Calls Answered by DSS Call Centers
Benefit (ESD) Call Center
Number of Protective Service Calls Accepted for Service
991
955
1,043
Child
932
876
947
Adult
59
79
96
Mecklenburg County – Social Services
November 2015
Key Performance Indicators (cont’d)
Indicator
Number of Individuals under County Responsibility
September
2015
Twelve-Month
Average
September
2014
990
1,016
1,059
Children in Custody
649
695
746
Adult (Guardianship)
341
321
313
6,383
6,474
6,264
3,630
3,527
3,667
Adult In-Home Aide Customers Served
333
346
365
Adult Day Care Customers Served
145
169
146
Homebound Customers Who Receive Meals
616
723
605
1,351
1,406
1,209
308
303
272
537b
284
263
4,901
5,096
6,183
4,280
4,314
5,081
34
74
60
In-Home Aide Waiting List
440
565
731
Adult Day Care Waiting List
147
144
311
2,421
1,450
1,434
Number of Intervention Services for At-Risk
Customers
Transportation
Congregate Customers Who Receive Meals
Family In-Home Services
Number of Completed Fraud Investigations
Number of Individuals on Waiting List
Child Care Wait List (CCRI)
Homebound Nutrition
Number of Households Receiving
Community/Emergency Services
Emergency Assistance
Crisis Intervention Program
Low Income Energy Assistance Program (LIEAP)
Number of Family Members Receiving Emergency
Food Pantry Assistance
823
552
808
1,598
898
1,213
c
c
c
1,178
d
d
Context for Key Performance Indicators
a. 12-month averages are rounded.
b. Increased monitoring of community SNAP sites by the USDA has increased the number of referrals for
investigation.
c. The Low Income Energy Assistance Program operates December – March.
d. Tracking of the number of family members receiving Food Pantry assistance began in FY16. Prior year data is
not available.