Assessor’s Office
Department Management Report
January 2016
Overview
Major department initiatives during the month of November 2015:
•
Mailed approximately 1,700 letters to citizens that may be eligible for a refund as a result of the new
legislation, Senate Bill 159. Senate Bill 159 will require payment of additional taxes by the appropriate
owners of record for corrected reevaluations and to provide options for the disposition of minimal property
tax refunds.
Key Performance Indicators
Measures
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
Annual
2,342
355
5,921
17,054
Monthly
38
0
201
579
Number of refunds processed
Amount of refunds
314,638
47,840,433
1,599
542,099
23,863
1,300
2
3
Demand bills
Commercial canvassing
11,517
2,260
Residential canvassing
Revaluation review calls
31,880
26,761
2,770
1,585
% Y-T-D
1.6%
0%
3%
3%
1
.5%
1.1%
4.61%
4.15%
4
.9%
6%
1
Refunds issued were .5% of the 353,985 total parcels reviewed (1,599/353,985=.5%).
Demand bills for taxpayers that have not filed a BER appeal were not processed because of pending legislation. The
department generated 1,300 demand bills out of the potential 28,207 parcels subject to value increases (1,300/28,207*=
4.61%)
3
Appraisers have performed a field review of 4.15% of the commercial properties (2,260/54,480=4.15%). Total canvassing for
calendar year 2014 was 18,285.
4
Residential canvassing for this month (2,770/310,975= .9%). 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.
2
Parcels reviewed with no changes
(SL-362)
Parcels reviewed with value decreases (SL-362)
Parcels reviewed with value increases (SL-362)
244,236
81,542
28,207*
Context for Key Performance Indicators
•
•
•
•
•
There are 2,342 closed PTC appeals and 233 waiting for a resolution. There are a total of 2,575 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 1,599 refunds plus interest totaling $542,099 processed in November 2015.
The average phone call length generated by the revaluation reviews was 3.05 minutes. Total number of phone
calls for calendar year 2014 was 32,577.
Asset and Facility Management
Department Management Report
January 2016
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): LUESA Relocation update - Customer Service
Center and staff work/meeting areas are 95% complete. Laboratory area is 90% complete. Medic Relocation
update - the Design Development phase is 95% complete, and the Construction Manager is updating the cost
estimate. Government District update - design process is underway with the Public Defender Relocation
schematic design at 60% complete. Valerie Woodard Renovation update - the Design phase is 40% complete.
•
Design and Construction Project Management: First Ward Park construction was completed. Aquatic Center
construction is 40% complete and on schedule for the Ultra Swim to occur in May.
•
Facility Maintenance and Operations: Bids were received and contract awarded for the Work Release and
Restitution Center above-grade waterproofing. Consultants were selected for design of the heating, ventilation,
and air conditioning replacement at the Hattie B. Anthony Fighting Back Center and the emergency generator
replacement at the Main Library.
Key Performance Indicators
Ninety-seven percent of Construction and Capital Reserve projects have been completed on schedule over the past
12 months (through November 2015).
Context for Key Performance Indicators
Sixty-six Construction and Capital Reserve projects were completed over the past 12 months (through November
2015). Projects completed in November include:
•
•
•
•
Creation of a 3.5 acre urban park in First Ward along North Brevard Street. The park includes extensive landscaping,
interactive and decorative fountains, a pavilion and a large event lawn.
Completion of a paved section of Irwin Creek Greenway along Irwin Creek between Bruns Avenue and Lela Court.
Roof repairs to the Sugaw Creek Recreation Center.
Replacement of the Heating, Ventilation, and Air Conditioning units at the Mallard Creek Recreation Center and the
Sugaw Creek Recreation Center.
Child Support Enforcement
Department Management Report
January 2016
Overview
Strengthening Families
Child Support Enforcement (CSE) designed and implemented a strategic plan to establish orders on cases where
paternity was recently established voluntarily via an Affidavit of Parentage. CSE has already established 140 orders
using this strategy, and the project continues to be actively worked by staff.
Child Well-Being and Family Economic Independence
The Department of Social Services (DSS) and CSE are collaborating to place noncustodial parents in an employment
program that is under the coordination and management of DSS. This is one strategy to help noncustodial parents
gain employment so they can attain economic independence and pay their child support obligations.
Case Management Efficiency and Effectiveness
CSE is focusing on improving Self-Assessment scores. There are six categories of Self-Assessment: six-month and 12month expedited orders, establishment of paternity, establishment and support orders, enforcement of orders,
review and modification of orders, and interstate and case closure. Self-Assessment monitors how timely the actions
in each of the categories are being completed.
Key Performance Indicators – FYTD 2016
FY16 Targets
FY16 Progress
93.90%
87.30%
Paternity Establishment
70.50%
67.68%
Cases Under Order
62.01%
63.59%
Current Support Collected
Cases w/Payments to Arrears
51.16%
Total Collections*
63.91%
100.00%
41.74%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90% 100%
*Total Collections FYTD $20,502,041.41 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
Community Support Services
Department Management Report
January 2016
Overview
November was Homeless Awareness Month. On November 23, the Homeless Services Network
and the Housing Advisory Board of Charlotte-Mecklenburg in partnership with the City of
Charlotte and Mecklenburg County sponsored a Homeless Vigil at the Homeless Resource Center
(HRC), which is located in the Annex of the Hal Marshall Center. The candlelight vigil recognized
individuals who died in the past year. Mecklenburg Board of County Commissioners Chairman
Trevor M. Fuller provided a welcome for the evening. Commissioner Pat Cotham also attended.
Peter Safir, Homeless Services Division Director took this photo (left) of the vigil event, which
captured the feeling and spirit around the passing of clients. In the past year, 26 individuals died
– 14 currently homeless and 12 formerly homeless individuals. Approximately, 30 people
attended the event.
Community Support Services (CSS) staff conducted a survey of users of the Homeless Resource Center. Over 300 HRC
guests completed the short interview survey. In particular, there was confirmation of a large number of chronically
homeless persons who use the HRC regularly for meals, spiritual support, and social interaction. Peter Safir, Homeless
Services Division Director, stated “the survey confirmed that the community does need to continue this service in the
immediate future, at least two years as the community works to end chronic homelessness.” The County is convening a
process to determine options for location of these services when the HRC closes 3/31/16. Options include local churches,
local non-profit partners and possibly leased space.
Key Performance Indicators
Homeless Services Division:
Number of meals provided at the Homeless Resource Center = 2,433
Number of households served with rental subsidy as part of the Shelter Plus Care Program = 238
Veterans Services Division: Number of claims filed = 251
Domestic Violence Services: Graph includes NOVA, Adult Victim Services and Child Witness Services.
New Clients Served in November
60.00
55.00
42.00
42.00
51.00
44.00
40.00
30.00
52.00
30.00
17.00
20.00
NOVA (Perpetrator Services)
Adult Victims
11/30/13
11/30/14
Child Witnesses
11/30/15
Context for Key Performance Indicators
Variation in clients served monthly can be due to changes in monthly demand for services, or from intermittent program
staff vacancies.
Criminal Justice Services
Department Management Report
January 2016
Overview
•
In November, the Charlotte School of Law agreed to support the continued operation of the Driver License
Restoration Clinic (DLRC) and the team leads of the pilot program began transitioning the Clinic’s
operation to the law school. The DLRC was a pilot project of the Justice Reinvestment Initiative and a
partnership between Criminal Justice Services, the Public Defender’s Office, a local attorney, and the
Charlotte School of Law. The DLRC completed its pilot year on September 30, 2015 and initial outcomes
suggest that clients served by the Clinic regained their driving privileges at twice the rate of referrals who
did not receive Clinic services.
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/month
Monthly
Performance
94%
74%
54%
4
20
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 November.
•
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.
Economic Development Office
Department Management Report
January 2016
Overview
After a proclamation of support by the Board of County Commissioners on October 20, Economic Development Office
(EDO) staff celebrated National Apprenticeship Week from November 2-6, through participation with other member
organizations of The Talent Pipeline Partnership (TPP). The TPP is a newly formed collaborative of education, nonprofit and government agencies. The key event hosted by the TPP during National Apprenticeship week was a
breakfast roundtable at which senior executives of companies - with apprenticeship programs - meet on a peer-topeer basis with other decision makers to confirm the benefits of having strong apprenticeship programs. A highlight
of the event was testimony from current apprentices that have elected to gain real world experience and accelerate
their careers in lieu of attending a traditional four year college program. The TPP will continue to match interested
companies with resources to encourage stronger apprenticeship programs in the region.
EDO staff attended the following meetings to encourage the inclusion of Minority, Women and Small Business
Enterprise subcontractors and certification of new M/W/SBE vendors:
o
Central Piedmont Community College (CPCC) – A New Mission: Military Women as Entrepreneurs, November 9: The
purpose of this meeting was to serve as a resource to entrepreneurs who have started their business and wanted an
understanding of the vendor registration and how to do Business with Mecklenburg County.
Key Performance Indicators
MWSBE
• Persons reached via community outreach: 119 (3 events)
o CPCC – A New Mission Military Women as Entrepreneurs – 76 participants
o Second Ward Gym and Queen Tennis Facility Selection Board – 32 participants
o Small Business & Entrepreneurship Advisory Board – 11
• Customers contacted via phone/email/in person: 36
Economic Development
• EDO staff met with three partners to discuss potential job creation projects and for the partners to evaluate the
suitability of the Business Investment Program.
Unemployment Rate Comparison
6.5
6
Meckenburg
County
5.8
5.5
5.5
5.1
5.1
5.1
5
North
Carolina
5.5
5
5.1
5.0
4.5
September
October
*Mecklenburg County and North Carolina not seasonally adjusted.
Source: U.S. Bureau of Labor Statistics & NC Department of Commerce
November
U.S.
Board of Elections
Department Management Report
January 2016
Overview
Mecklenburg County Board of Elections successfully administered the November 2015 General Election.
Final Canvas was held on November 10, 2015, with the Mecklenburg County Board of Elections certifying
the election on that date.
There were 94,958 ballots cast. Out of this number, voters cast 17,947 ballots during the Early Voting period
at one of the 17 Early Voting sites throughout the County; 826 votes were cast as absentee by-mail, making
it 20% of voters participating in the election before the actual election date.
Moving forward, The Mecklenburg County Board of Elections will conduct Early Voting for the March 15,
2016 Primary election at 17 Early Voting Sites throughout the County; Early Voting starts March 3 through
March 12.
Key Performance Indicator
Financial Services
Department Management Report
January 2016
Overview
Mecklenburg County’s Comprehensive Annual Financial Report (CAFR) for the year ended June 30, 2015 is now
available online. The CAFR has been audited by Cherry, Bekaert & Holland, L.L.P., the County’s external auditors,
whose opinion appears on Page 1 of the Financial Section. The County received an “unmodified” opinion.
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 provides information for use by
management and the County’s stakeholders.
Key Performance Indicators
Division Measure
Departmental Financial Services Average days outstanding for
Health Department accounts receivable
Claims denial rate
Procurement Services Percent of purchases made on contract
Supplier outreach events held
Central Finance Competitive grant revenues awarded
November
Performance
42.06 days
FY 2016
Year-to-Date
43.68 days
25.0%
40.1%
0 events
$200,343
28.5%
71.2%
1 event
$6,720,228
Context for Key Performance Indicators
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. 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.
PROCUREMENT SERVICES
In FY 2015, the department launched the new Procurement Services Division with the goals of (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 and (2) providing vendors more opportunities to
network, market their capabilities directly to County officials, and learn about potential County procurements, selfserve vendor registration, and the County’s e-Procurement system.
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 and record keeping of the County’s grants management process.
Human Resources
Department Management Report
January 2016
Overview
Major department initiatives include the following:
o Talent Acquisition launched the first round of Development Dimensions International (DDI) Behavioral Based
Interviewing training with the Health Department. Adoption of the behavioral based interviewing approach
should enhance the “quality of the hire” by providing a more objective and consistent way to evaluate how
well a candidate meets the selection criteria for the position.
o Talent Acquisition, in partnership with the Land Use and Environmental Service Agency (LUESA), selected eight
veterans (from an applicant pool of close to 100) to participate in LUESA’s Inspector Apprenticeship Program,
which starts in January.
o The annual benefits open enrollment process was completed.
o Library employees became eligible to participate in the County’s “Supervising 4 Success” leadership
development program.
o The department developed a partnership with the Office of Management & Budget and Finance to form a
committee that oversees the position management process. Expected outputs include: a more informed
beginning of year budgeting process that will lay the foundation for the FY 17 budget; a better understanding
of the position approval and creation process; and position management guidelines to assist departments.
Key Performance Indicators
•
•
The Employee Services Center sends out customer satisfaction surveys as requests are resolved. For the month of
November 2015, the survey results indicate a 97% satisfaction rate.
For the July – November 2015 period, County Human Resources (HRS) staff hired 331 new employees (excluding
the Library).
o 230 were hired into regular positions
o 101 were hired into temporary positions
County Turnover
7.5%
Total Turnover
5.1%
4.2%
Voluntary
2.8%
Retirement
0.9%
0.0%
•
6.2%
6.2%
2.0%
2.2%
2.1%
1.2%
1.0%
1.4%
1.4%
Involuntary
FY13
9.4%
9.7%
FY14
2.0%
4.0%
6.0%
FY15 w/out LPT positions
8.0%
10.0%
12.0%
FY 16 July - Nov
Learning and Development Services provided a total of 2,870 hours of learning in November, which included 387
hours of classroom training for 285 employees.
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. FY 16 Involuntary Turnover spike is due to PSO Substance Abuse
Services Center Reduction in Force in September 2015.
Information Technology Services
Department Management Report
January 2016
Overview
Information Technology 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 November, Information Technology (IT):
• Implemented AirWatch technology. AirWatch provides device and security management to county-issued mobile
devices. This new technology also:
• Enhances existing IT Security and policy enforcement capabilities
• Reduces theft and loss of devices
• Streamlines and simplifies deployment to the end user
`
•
Implemented Payment Card Industry (PCI) Audit Remediation at various County offices by replacing the outdated
Magtech credit card readers with new devices that are equipped with an integrated keyboard, display and
printer. New credit card readers:
• Enable the county to meet regulatory requirements for personal credit card information (PCI version
3.0)
• Provide a stable and reliable solution that meets IT standards
• Provide PCI security for Mecklenburg County residents
•
Improved security access to 40 data network closets across multiple County facilities, thereby:
o Reducing the risk of unauthorized network penetration and information security breaches
o Restricting access to select IT network staff
o Providing entry/egress audit capability
Key Performance Indicators
•
In November, Information Technology resolved 97% 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 (SLA).
Context for Key Performance Indicators
•
2,891 service request tickets were resolved in November.
SERVICE
Apps/Data
IT Business Analysis
IT Customer Support Center
Network, Server, Telecom
IT Security
November Totals
NOVEMBER SLA DATA
# closed
Total
within
number
%
SLA
closed
214
217
98.6%
148
151
98.0%
1,833
1,872
97.9%
596
626
95.2%
24
25
96.0%
2,815
2,891
97.4%
Internal Audit
Department Management Report
January 2016
Overview
The Department of Internal Audit provides the Board of County Commissioners, management, and other key
stakeholders independent and objective assurance and consulting reviews of County programs, services, and
operations to improve the accuracy, integrity, efficiency, and effectiveness of financial, operational, and compliance
activities.
Key Performance Indicators
1. Audit Hours by Risk Level and Department
FY16 Risk
Ranking
Department
Nov
Hours
% of
Total
2. Fraud Hotline Activity
YTD
Hours
High
Medium
Health
Medium
Tax Collector
88
20%
427
13%
Medium
Tax Assessor
6
1%
250
8%
5
1%
39
1%
7
2%
29
1%
0
0%
308
10%
1
0%
24
1%
9
2%
90
3%
443
100%
3,166
99%
High
High
High
Medium
Medium
Low
Low
N/A
Human
Resources
Medical
Examiner
Park and
Recreation
Register of
Deeds
IT Support
Assurance Sub-total
59
13%
182
7
2%
76
2%
0
0%
15
0%
32
7%
430
14%
15
4%
15
0%
214
48%
1,281
40%
Nov
YTD
Fraud
0
Non0
Fraud
Open
Fraud
0
Non0
Fraud
Close-Unsub
Fraud
0
Non0
Fraud
Close-Sub
Fraud
0
Non0
Fraud
Closed: Investigated and a) substantiated and
handled; or b) unsubstantiated
Investigations
0
0%
0
N/A
CA/CM
1
0%
24
1%
444
100%
3,190
100%
5
3
2
1
3
2
0
0
3. New Investigations: 0
4. Productivity
Productivity*
Target
0% Direct
N/A
Total
Category
Reports
6% Received
Social
Services
Financial
Services
Sheriff
Information
Technology
LUESA
High
Fraud Hotline
% of
Total
Indirect
Nov
2015
YTD
Nov
Var
YTD
Var
68%
55%
57%
-13%
-11%
32%
45%
43%
13%
11%
*Net of benefit time
Context for Key Performance Indicators
Internal Audit focuses primarily on high- and medium-risk departments to maximize impact of audit activities given
current staffing levels.
Land Use and Environmental Services Agency
Department Management Report
January 2016
Overview
Through the month of November all Departments continued with preparation for the move to Suttle Ave. Last
minute details included two information sessions for staff on move instructions and preparation. Scanning and
imaging continued for critical documents to minimize amount of storage at the new facility.
Key Performance Indicators
Air Quality
• In November, there were 27 National Emission Standards for Hazardous Air Pollutants (NESHAP)
•
notifications received and reviewed. (FY2015 Monthly Average: 30)
In November, there were 539 active operating permits for sources of air pollution in Mecklenburg County.
(FY2015 Monthly Average: 539)
Code Enforcement
•
Inspection Response Times (November):
November Inspection Response Times
(from scheduled time of inspection)
% Performed Within 3 Days of
Request
# of inspections
October
98.3%
23,910
November
96.7%
19,786
FYTD
97.08
115,604
Average Response in Days
October
1.44
23,910
November
1.58
19,786
FYTD
1.536
115,604
Plan Review (November):
•
Two hundred twenty (220) commercial projects (medium- and large-sized) were reviewed for the first time.
Of these projects, 93% 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.
•
The change in wait times for plan review from October to November is attributed to two factors: Staffing
and training time. Two staff were lost in plan review (one promotion, on extended leave). Customer service
training with an outside vendor limited review availability.
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
Oct
5
Building Trade
Nov
FYTD
17.5
15
Medium and Large Projects
Electrical Trade
Oct
Nov
FYTD
4
8
4
Mechanical/Plumbing Trade
Oct
Nov
FYTD
4
4.5
9.2
Land Use and Environmental Services Agency
Department Management Report
January 2016
Wait Times (in days) to Schedule Commercial Plan Review
Small Projects
Building Trade
Electrical Trade
Mechanical/Plumbing Trade
Oct
Nov
FYTD
Oct
Nov
FYTD
Oct
Nov
FYTD
4
6
4.4
2
4
2.4
3
2
4.2
Express Review (premium service)
•
Small Projects - All Trades
Large Projects - All Trades
Oct
Nov
FYTD
Oct
Nov
FYTD
8
4
13.8
18
13
22.4
Contractor ready permit applications (projects under 10,000 square feet) turnaround times (from time
permit application received):
Building, Electrical, Mechanical and Plumbing trades at six work days
All other trades at one work day
Geospatial Information Systems (GIS)
•
In November, the County’s real estate lookup system, Polaris, had an application uptime of 99.9%; 118,801
Website Hits on GIS Applications; 83.5 GB of data downloaded; processed 3854 Property Ownership
Records; and 1,416,671 sq. ft. of billed impervious data captured.
Solid Waste
Measure
Customers received at the four full-service recycling centers
Measure
Recycling tons processed at Metrolina facility
(includes private haulers)
November
FYTD
Change
over
prior
FYTD
41,000
222,587
+10.11%
FYTD
Change
over
prior
FYTD
October
5,932
23,691
-1%
Water & Land Resources
•
•
In November, 34 land development plans were reviewed.
Ninety-seven percent (97%) of submitted plans were reviewed within 21 calendar days (the balanced
scorecard target is 85% reviews completed within 21 calendar days).
Land Use and Environmental Services Agency
Department Management Report
January 2016
Mecklenburg EMS Agency
Management Report
January 2016
Overview
Public Safety Collaborative for Area Youth
Medic officials are working with Charlotte Mecklenburg Schools to promote and support a new public safety magnate
school here in Charlotte, to be housed at the Marie G. Davis School. The program will kick off in the fall of 2016, and
students who are accepted into it can focus on a career in Emergency Medical Services (EMS), Law Enforcement or
Firefighting.
Ninth grade students accepted into the program will take an Introduction to Public Safety course their first year, giving
them a baseline understanding to build upon. In the following years, students will specialize in their specific track of
interest. Students who take the EMS track will graduate with a North Carolina certification as an Emergency Medical
Technician (EMT).
Central Piedmont Community College (CPCC) will provide the EMT certification training in the classroom. Medic will
provide additional classroom instruction as well as ride time opportunities and exposure to the Agency as a career
option. It is Medic c aim to increase the number of qualified EMT candidates here in Mecklenburg County while helping
equip area youth with skills upon which they can build a steady career.
Employee Recognition
On December 16, Paramedic Michael “Landon” Bush was honored with the Above and Beyond Award, presented by the
Mecklenburg County District Attorney’s Office. Landon, along with four other recipients, is among the first to receive this
inaugural award.
In February of 2015, Landon was off duty and traveling on I-485 when he came upon a car sitting in the middle of the
interstate. Landon stopped to check on the driver, only to find him intoxicated and passed out. Realizing the potential
damage this situation could cause the driver and any on-coming motorists, Landon risked his life to help move the
unconscious driver and his car across multiple lanes of traffic to safety.
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. The target is > 65% excellent.
County cost per transport is based off of the total number of transports in a month divided by the monthly subsidy
provided to Medic.
Mecklenburg EMS Agency
Management Report
January 2016
Key Performance Indicators
Medical Examiner’s Office
Department Management Report
January 2016
Overview
Increase in Homicides Equal Increase in Medical Examiner’s Workload:
Recent news articles have revealed a sharp increase in the number of homicides occurring in the Charlotte area (62
homicides in 2015 compared to 42 in 2014). Increased homicides add both short- and long-term workload at the
Medical Examiner’s Office. A non-homicide related autopsy can be completed, on average, within two hours, which
includes completing reports, reviewing slides and signing the case out. Conversely, a homicide case, depending on the
manner of death (gunshot, vs. stabbing, vs. beating), can take between 4 to 8 hours to complete the autopsy. On the
short term, homicides’ paperwork must be processed, evidence entered and released, as well as preliminary
meetings with law enforcement. Long term, the pathologist must deal with on-going criminal proceedings that
include meeting with public defenders, preparation for testimony and court appearances. The start of 2016 appears
to continue to mimic the increased homicides as noted in 2015. Updates will be provided throughout the year
regarding the workload impact of increased homicides.
Key Performance Indicators
November Totals
160
151
140
120
Mecklenburg Autopsies
100
Regional Autopsies
80
60
40
20
Death Investigations
47
20
External Exams
21
0
Context for Key Performance Indicators
Six Month Overview
200
150
100
50
0
May 15
Jun 15
Mecklenburg Autopsies
Jul 15
Regional Autopsies
Aug 15
Sep 15
Death Investigations
Oct 15
External Exams
Office of the Tax Collector
Department Management Report
January 2016
Overview
A major factor in successfully accomplishing Office of the Tax Collector (OTC) goals is having a high taxpayer
compliance rate with deadlines. The department tracks payment-processing trends this fiscal year
compared to last year. The following has occurred to date:
•
•
•
•
The number of payments processed by staff declined by 74.63%
The number of payments processed by our outsourced service provider declined by 2.21%
The number of payments processed through the mortgage process declined by 4.47%
The number of payments processed through the mail batch process declined by 10.70%
The fact that the number of transactions declined when compared to the same period last year does not
necessarily mean that a commensurate decline in collections will occur this year. The decline is partially the
result of registered motor vehicles no longer being collected through this office. Taxpayers waiting later to
pay before the deadline. The collection totals on February 1, 2016, will reveal if we will experience a
decline, increase, or no change in collections.
Key Performance Indicators
The collections indicators through November 2015 for Mecklenburg County taxes are the following:
•
•
•
•
•
Current Year Real Estate/Personal Property Tax Collection Rate:
Prior Year Real Estate/Personal Property Tax Collection Rate:
Current Year Room Occupancy/Hall of Fame Tax Collection Rate:
Current Year Prepared Food & Beverage Tax Collection Rate:
Current Year Vehicle Rental/U-Drive-It Tax Collection Rate:
44.45%
7.06%*
99.47%
91.88%
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 $423,921,114.37 in real estate, personal property, and registered motor
vehicle taxes for the current year county net levy with $530,209,543.08 remaining to collect.
For the prior year county net levy, $2,678,305.81 has been collected in FY 2016.
The grand total of collections in FY 2016 for all years and all jurisdictions is $628,961,428.98 through
November 30, 2015.
The OTC has collected 93.87% of all Mecklenburg County taxes levied since September 1, 2005. This
amounts to $8,182,306,935.64 collected and $566,106,536.71 uncollected.
Park and Recreation
Department Management Report
January 2016
Overview
•
•
•
•
Reid Neighborhood Park officially opened at a ribbon cutting ceremony on November 13. Area residents,
County and City officials, and staff attended the event. The park features a half basketball court, shelter,
benches, raised garden beds, open play lawn, and community art.
Nature Preserve History Project: The Nature Preserves Division is soliciting historical information about nature
preserve properties to assist with developing a central archive as well as to gather information for a future book
on the preserves. The idea for this project came from the Leadership Academy program.
Recreation Employment Core: The youth employment program held its graduation on November 9 at the
Mallard Creek Recreation Center. Thirty-three mentees graduated; and one was promoted to a lifeguard
position within Aquatics.
Veterans Appreciation: On November 11, in partnership with Charlotte Bridget Home Organization, Park and
Recreation hosted the first Veterans Appreciation Cook Out at Veterans Park. Veterans did a large tree
mulching project to beautify the park.
Key Performance Indicators
In Nov. 2015, the Department offered 704 programs for 11,002 participants, and hosted 13 special events or
athletic tournaments for approximately 39,800 participants/spectators. The Department received 1,144
customer satisfaction surveys with a 99% satisfaction rate. November volunteerism had a value of $143,923.1
Park Visitation
1,000,000
Visitors
800,000
946,000
823,032
553,378
600,000
701,771
471,039
400,000
812,468
912,925
892,870
702,715
658,234
772,845 822,820
356,620
200,000
-
2015
2014
Centers Visitation
88,761
100,000
Visitors
80,000
60,000
63,493
68,446
83,226
85,325
71,847
83,307
79,597
82,772
79,036
56,953
69,198
63,589
40,000
20,000
-
2014
2015
Park and Recreation
Department Management Report
January 2016
Key Performance Indicators – cont.
Nature Preserve Visitation
Visitors
120,000
100,000
80,000
60,000
40,000
20,000
-
112,588
78,906 87,720
102,096 109,489 103,067
83,182 78,130
46,496 39,367 40,952 39,363
58,766
2015
2014
Volunteer Hours
Hours
8,000
7,146
6,000
5,449
4,457
5,327
5,059
6,189
5,288
6,238
5,689
2,930
4,000
2,555
3,822
2,000
2015
2014
Visitors
Greenway Usage
140,000
120,000
100,000
80,000
60,000
40,000
20,000
-
120,065
93,465
61,281
88,747
91,919
97,018
90,444
44,947
2015
96,795
82,705
60,333
2015
Context for Key Performance Indicators
•
•
•
Centers Visitation includes recreation centers, nature centers, and senior centers.
Nature Preserve Visitation is for 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 Greenway Usage chart is for three of fourteen greenways.
1 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.
Health Department
Department Management Report
January 2016
Overview
HIV Outreach:
•
Through a partnership between the Health Department's HIV Outreach Program and the Sheriff's Office, over 1,600
inmates at Mecklenburg County Jail received HIV/STD education and counseling and were tested for HIV and syphilis in
2015. To ensure that HIV+ inmates receive needed medications, the Outreach Program also assists with certification of
eligible inmates to receive HIV medications through the NC AIDS Drug Assistance Program.
Community Engagement:
•
On February 2, 2016 at 12:30 PM there will be a VHB Pastor’s Roundtable: Million Hearts Initiative Visioning Session.
Invited guests to include the Region IV Acting Regional Health Administrator, Office of the Assistant Secretary for Health.
Policy & Prevention November Outcomes:
•
•
Tobacco Prevention Activities: 1) Provided tobacco-free policy support to Goodwill Industries of Southern Piedmont
impacting over 300 employees, 2) Presented at the Charlotte Housing Authority Board meeting in support of smoke-free
housing, 3) Delivered tobacco-free education for 2 Charlotte-Mecklenburg Schools youth councils, 4) Installed tobacco-free
signage at 2 Hispanic churches.
Partnered with Speak Up to assist homeless population with active transportation and bicycling. Initiative will reach 500
people.
Children’s Developmental Services Agency (CDSA):
•
•
Mecklenburg was the only CDSA chosen to participate in the Family Infant Preschool Program’s (FIPP) Early Intervention
Fidelity Coach Certification Institute. The purpose of this institute is to develop a certification process that will be used by
FIPP throughout the nation to assess and determine fidelity in the understanding and use of evidenced based coaching and
natural learning environment practices with families of infants and toddlers. Four staff members will be certified to train
others.
As part of ZFive and in collaboration with Smart Start, CDSA hosted 2 community cafes in December. Families with young
children were the primary participants. Information was gathered about successes and challenges of raising children in
Mecklenburg County. 13 additional community cafes will occur by the end of March. Information from the cafes will be
shared with the NC Bipartisan Caucus on Early Childhood and the Opportunity Task Force to identify changes needed in the
community to better support young children and their families.
Environmental Health:
•
Monitoring wells are used to evaluate the extent of groundwater contamination. Not all contamination sites have
monitoring wells. Of the 1,531 contamination sites in Mecklenburg County, 427 sites have 7,314 monitoring wells.
Women Infants and Children (WIC):
• WIC caseload for September 2015 was 103% of the standard state assigned caseload of 21,850 cases.
Family Planning:
• The Health Department was awarded $70,024 in TANIF funds from the North Carolina Department of Health and Human
Services to support outreach activities and purchasing kiosks for the two health department waiting areas. The kiosks will
be available beginning April 1 for clients needing to enroll in Medicaid.
TB Control/Refugee Clinic “Pay-It-Forward” Christmas Campaign:
• This year the TB/Refugee Clinic had its sixth annual “Pay-It-Forward” Campaign, which sponsored Christmas for two
families, a total of ten individuals.
Health Department
Department Management Report
January 2016
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
Nov - 2014
1,531
1,071
24,270
n/a
958
110
193
128
218
Nov - 2015
1,543
897
36,356
1,076
969
112
263
185
365
FY16 YTD
8,792
4,998
152,231
12,787
5,328
702
1,435
909
1,714
Context for Key Performance Indicators
To allow accuracy in data reporting, data will lag.
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.
3) 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 is attributed to the
increase in the number of nurses providing services over the past year.
4) Policy & Prevention Reach includes initiatives related to food access, active living, pedestrian and bicycle safety, tobacco
prevention, male responsibility/pre-conception health, and youth engagement. Calculation updated in May 2015 to include
policy and prevention initiatives. Indicators are not comparable to 2014 numbers. Note: 9,600 students walked or biked to
school for International Walk to School Day in October.
5) 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.
6) Children’s Developmental Services Agency staff help families who have children from birth to age three who are at risk
due to developmental delays.
7) 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 November referrals, 19 were total immediate clinical on-scene page out requests. Referral numbers are
expected to increase over the next few years due to the expansion into additional police divisions.
Public Information
Department Management Report
January 2016
Overview
Major department initiatives in November 2015:
•
•
•
•
•
Veterans Day Recognition: Public Information organized communications outreach for the public and employees in
conjunction with Veterans Day being designated as new County holiday. County employees who are veterans were
asked to “tell their stories” and submit pictures for a special web page on MecklenburgCountyNC.gov and the
County’s intranet, MeckWeb. Patrick Biddy, a veteran and County Code Enforcement employee, was recognized for
his extraordinary efforts to locate American soldiers missing in action. County Employee veterans were also
recognized in a special edition of Outlook magazine, the County’s quarterly employee publication. All local veterans
were recognized at a special event at Veterans Park on November 11, which featured speakers Congressional
Representative Alma Adams and County Manager Dena R. Diorio.
Building With Our Veterans: Public Information managed communications for a new program, Building With Our
Veterans, which focused on recruiting and training military veterans who have building safety experience and
construction skills for jobs as code officials. Under the direction of the Manager’s Office, Code Enforcement and
Community Support Services, the program’s goal is to meet staffing needs for ongoing Mecklenburg County Code
Enforcement functions.
Reid Park Grand Opening: Residents in the Reid Park neighborhood now have a brand new place for fitness and
recreational activities thanks to a partnership between Park and Recreation and several community partners.
On Friday, November 13, a dedication ceremony was held marking the grand opening of Reid Neighborhood Park in
west Charlotte. Public Information and Park and Recreation co-coordinated the event, which received extensive
media coverage and was broadcast live via Periscope.
Town Hall Meeting for Commissioner Matthew Ridenhour: Commissioner Ridenhour hosted a Town Hall Meeting at
Morrison Library in in south Charlotte on November 24. Topics included library expansion plans, greenway
expansion, and Charlotte-Mecklenburg Schools student assignment plans. Public Information assisted in
coordination and promotion of the meeting, which was well attended and featured in local media and on Public
Information’s social media channels.
30 Days on Mecklenburg County Social Media: November 2015
1,072 people interacted with our content 1,493 times.
This includes Twitter mentions, retweets and
Facebook likes, shares, and comments. Our content
was shown to our audience 4.94 million times.
848 new Twitter followers = 29.2K total
116 new Facebook fans = 3.5K total
310,900 = 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 is a measure of how many people visit our main
website.
Charlotte Mecklenburg Library
Department Management Report
January 2016
•
The first annual EpicFest brought ten children and young adult authors to 20 Charlotte-Mecklenburg Schools on Friday, Nov.
6, reaching 1,400 CMS students. On Saturday, Nov. 7, another 2,367 people attended a festival at ImaginOn which included
the authors and literacy-themed activities. This was part of a literary weekend that started on Nov. 5 with the second annual
Verse & Vino, co-chaired by County Manager Dena Diorio and Johnson C. Smith President Dr. Ron Carter, which drew over
900 attendees and netted more than $165,000 for the Library Foundation.
•
CMS Superintendent Ann Clark issued a challenge to her staff to get 100,000 CMS students to use their ONE Access accounts
by winter break, beginning a steep increase in the number of account activations occurring in November.
•
The Library was one of three partners in the Foundation Center Funding Information Network recognized with an inaugural
“Excellence in Innovation Award.” The Foundation Center Funding Network is the leading source of information about
philanthropy worldwide.
•
Library staff presented to 2,100 library professionals on Nov. 2 in a webcast entitled “Bring 'Em Back: Re-engaging Your
Library Users” hosted by library vendor NoveList. This was one of the most well attended webcasts hosted by NoveList in
recent memory.
•
The blog LifeHacker, which boasts over 8.6 million unique visitors per month, highlighted the online Library service
Morningstar Investment Research Center. This brought national attention to the fact that Morningstar Investment Research
Center, which normally charges $199 for their premium service, is free to those with a Charlotte Mecklenburg Library card.
Library cardholders can research and view independent opinions on thousands of stocks and mutual funds.
Current Fiscal Year
3,500,000
3,155,451
Prior Fiscal year
3,101,814
Key Performance Indicators for November 2015
3,000,000
2,500,000
309,995
258,620
115,204
96,103
235,962
194,207
500,000
310,479
1,000,000
223,424
1,500,000
461,147
800,905
2,000,000
0
Total Digital
Circulation
Wi-Fi Usage Growth Pre-K to Third Grade
Literacy Program
Attendance
# of Active
Cardholders
Total Circulation
Total Gifts, Grants,
and Endowment
Earnings
Target 25%
Target 20%
Target 2.5%
Target 2.5%
Target 1%
Target $1.4M
39.0%
21.5%
19.9%
19.9%
1.7%
-42.4%
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 gifts. However, the latter is on target for achieving the annual goal.
Increase in total digital circulation is due to a mix of ONE Access and overall increase in digital trend; increase in number
of active cardholders is due to ONE Access, and grants and earnings due to the timing of a large grant last year
Register of Deeds
Department Management Report
January 2016
Overview
•
The Register of Deeds (ROD) launched a major software update on November 2, 2015. The update supports a
new credit card reader that enables users to manually enter credit card information into a secure, encrypted
environment.
•
The Department began processing contracts for the preservation and technology specialized service projects.
Key Performance Indicators
Indicator
Total Real Estate Documents Filed
Deeds Filed
Deeds Trust / Mortgages Filed
Maps / Map Revisions Filed
Condominium Docs Filed
Foreclosure Notices Filed
Sub. Trustee Docs Filed (FCL related)
Index, % docs indexed in 24 hours
Total Receipt Count/Transactions
November
October
Change
11,918
14,022
-15.00%
2,213
2,459
-10.00%
2,828
3,543
-20.18%
62
64
-3.13%
0
1
-100%
107
133
-19.55%
189
255
-25.88%
99.91
99.91%
0.00%
9766
11,480
-14.93%
Context for Key Performance Indicators
•
New regulations on lenders and settlement services, and the additional Thanksgiving holiday affected
revenue generation. County Revenue for November 2015 was about $942,300, which is $120,000 less than
the projection. Overall, the County revenue remains on target with FY16 revenue projections.
•
Refinance transactions, which are very sensitive to interest rates, were lower (calculated as Deeds of Trust
minus Deeds). Map numbers were still relatively high, an indicator of pending development.
•
Foreclosure-related documents were much lower, with a 20% reduction in completed foreclosures and a
25% reduction in started foreclosures. This activity reflects what can be considered a normal foreclosure
rate for a stable economy.
Sheriff’s Office
Agency Management Report
January 2016
Overview
•
Historically, all property and evidence collected by the Mecklenburg County Sheriff’s Office (MCSO) has
been recorded, stored, processed, and destroyed by the Charlotte Mecklenburg Police Department
(CMPD). In Fall 2014, CMPD notified MCSO that they plan to discontinue storing MCSO property and
evidence. The Sheriff’s Office in conjunction with the County is designing a property and evidence room
to meet the agency’s needs. The original completion date has been extended from September 2015 to
June 2016 due to the plan approval process. Currently, drawings are under review; request for
contractor bids should be available in February 2016.
•
In FY 2015, MCSO applied for a Bureau of Justice Assistance (BJA) grant to provide body-worn cameras
(BWC) for all deputies assigned to the field. MCSO was not awarded the BJA grant and is pursuing a
grant through the North Carolina Governor’s Crime Commission. Implementation of this technology will
be delayed until funding is identified.
•
Sheriff Carmichael’s first 11 week Citizen’s Academy class graduated on November 3, 2015. The MCSO
Citizen’s Academy is open to the public and designed to increase citizen understanding of MCSO’s role
in the community through education and class participation.
Key Performance Indicators (November)
MCSO Court Security
• Number of contraband items recovered/turned back: 785
Detention
• Average daily population: 1,440
• Number of inmates booked: 1,992
Field Operations/Civil Process
• Number of civil papers served: 5,277
Registration
• Number of hand gun purchase permit applications received 2,677
Inmate Programs
• Number of inmate program class completions: 543
Context for Key Performance Indicators
Hand gun purchase permit applications received in November 2015 increased by 50% compared to
November 2014. When comparing the number of hand gun purchase permit application for FY15 and FY16
through November, FY16 has increased by 39%. A new North Carolina Administrative Office of the Courts
(AOC) rule requires applicants to submit a notarized signed release authorizing and requiring any entity that
has court orders concerning the mental health or capacity of the applicant to be disclosed to the Sheriff.
The MCSO has a statutory obligation to process applications within 14 days. The MCSO is concerned this
rule will make it more difficult to meet the 14 day requirement, as applicants are required to submit the
notarized document in person or by mail.
Social Services
Department Management Report
January 2016
Overview
Selected Key Initiative Updates
Food & Nutrition Services Employment and Training Program
In November, the program coordinator position was filled and program referrals for
able-bodied adults initiated. Contract finalization with community partners continued
and additional meeting to discuss program logistics were scheduled. The program will
provide job readiness activities to able-bodied adults without dependents who, as result of
legislation changes, are no longer eligible to receive Food & Nutrition Services benefits. The
department anticipates serving 492 individuals by June 2016.
Key Performance Indicators
November
2015
Twelve-Month
Averagea
November
2014
246,330
257,836
251,543
168,514
179,012
170,004
75,030
75,960
78,290
2,786
2,863
3,249
34,409
35,490
30,584
30,938
31,820
26,820
Just 1 Call
2,252
2,382
2,602
Child Protective Services Hotline
1,219
1,288
1,162
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
852
938
874
Child
798
865
810
Adult
54
73
64
1,007
983
1,032
Children in Custody
669
686
720
Adult (Guardianship)
338
297
312
Number of Individuals under County Responsibility
Social Services
Department Management Report
January 2016
Key Performance Indicators (cont’d)
November
2015
Twelve-Month
Averagea
November
2014
6,460
6,034
6,163
3,459
3,231
3,444
Adult In-Home Aide Customers Served
344
346
324
Adult Day Care Customers Served
150
169
148
Indicator
Number of Intervention Services for At-Risk
Customers
Transportation
Homebound Customers Who Receive Meals
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
717
669
656
1,453
1,311
1,291
337
308
300
414b
310
248
5,489
5,151
4,721
C
4,433
3,711
4,805
93
62
69
In-Home Aide Waiting List
461
513
804
Adult Day Care Waiting List
130
143
137
2,106d
1,902
1,763
646
576
352
1,460
895
1,411
e
e
e
1,147
f
f
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
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 Child Care Wait List increase is attributed to a combination of factors including reduced state funding, tighter
income requirements, and an improved economy.
d.
Business processes changes made in September 2015 have permitted staff to increase the number of customer
interviews and, subsequently, the number served.
e.
The Low Income Energy Assistance Program operates December – March.
f.
Tracking of the number of family members receiving Food Pantry assistance began in FY16. Prior year data is not
available.