Mecklenburg County – Assessor’s Office
April 2015
Monthly Report
Department Overview
Major department initiatives during the month of March 2015:
•
•
•
County appraisers are continuing to support Pearson Appraisal Service (PAS) with parcels that are pending an
appeal. They will start field canvassing next month to ensure the property record cards are complete and
accurate. The department’s goal is to review one-sixth of the parcels this year.
The real property support employees have received approximately 3,000 exclusions and exemptions and 1,800
deferments for the current filing period. The filing period started on January 1, 2015.
The Assessor’s office mailed 1,172 sales verification questionnaires to residential properties that changed
ownership since January 2015 this month. The monthly mailings will be used to classify residential sales and
determine their usefulness for appraisal purposes.
Key Performance Indicators
Measures
Property Tax Commission (PTC) appeals closed
SL-362 appeals received, awaiting BER hearing
SL-362 appeals heard by the BER in 2014 & 2015
Parcels reviewed with no changes
Annual
Monthly
2,389
3,196
3,007
244,236
% Y-T-D
154
152
306
2,221
6.4%
4.8%
10%
1
69%
1
Parcels reviewed with value decreases
81,542
2,383
23%
1
Parcels reviewed with value increases
28,207
3,170
8%
2
Value of real property appraisals
2,478,501,927
133,522,420
5.7%
3
Number of refunds processed
238,606
33,813
9.6%
Amount of refunds
29,838,499
6,774,138
22.7%
Demand bills
34,720
10 40.04%
Field visits generated by PAS reviews
13,721
0.00
0.00%
Commercial canvassing
18,354
0.00 50.00%
Residential canvassing
42,832
0.00 60.00%
Revaluation review calls
45,495
3,271
7%
1
Annual reviews performed divided by total parcels reviewed by PAS (353,985).
2
Assessment value decreased 5.7% from 2,344,979,507 to 2,478,501,927.
3
Refunds issued were 9.6% of the 353,985 total parcels reviewed (33,813/353,985=9.6%).
4
Demand bills for taxpayers that have not filed a BER appeal were not processed because of pending legislation.
The 38 demand bills are related to 10 of the potential 28,207 parcels subject to value increases (10/28,207= 0.04%)
5, 6
County Appraiser did not perform canvassing this month; instead, they continued to review new construction
permits. As a result of this review, they closed 11483 permits, performed 1846 revisits, and identified 1657 parcels
to be appraised in 2016.
Context for Key Performance Indicators
•
•
•
•
•
There are 2,235 closed PTC appeals and 154 waiting for a resolution. There are a total of 2,389 since the 2011
revaluation.
The department has received 3,196 SL-362 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 33,813 refunds plus interest totaling $6,774,138 processed in March 2015.
The average phone call length generated by the revaluation reviews was 2.82 minutes.
Mecklenburg County – Asset and Facility Management
April 2015
Monthly Report
Department Overview
Asset and Facility Management (AFM) comprises Design and Construction Project Management, Facility Maintenance
and Operations, Security Services, Real Estate Management, and Fleet & Courier Services.
•
“Bringing Mecklenburg County to You” (master plan projects):
o The consultant retained to prepare the Master Plan, WGM Design, has completed the preparation of test
fits and blocking diagrams for the Land Use and Environmental Services Agency (LUESA) Relocation, the
MEDIC Relocation, and departments relocating to the Valerie C. Woodard Center.
o The recommendation for the selection of design architects for the LUESA Relocation (Gensler) and the
MEDIC Relocation (ADW Architects) was approved by the Board. The new design consultants have
commenced verifying program information and evaluating the new relocation sites to prepare for the
design process.
o Construction Manager at Risk statements of qualifications were received and evaluated to select a
shortlist of candidates for interviews for the MEDIC Relocation and the LUESA /Woodard Renovation
projects.
•
Design and Construction Project Management: Construction documents for the Aquatic Center Renovation
are complete and have been submitted to Code Enforcement for review. Interviews for selection of a
Construction Manager at Risk were completed, and the Selection Committee’s recommendation of Balfour
Beatty was approved by the Board.
•
Facility Maintenance and Operations: Bids were received and a contract awarded for the HVAC
Replacement at the Charlotte Mecklenburg Senior Center – Tyvola. A consultant has been selected for
design of interior renovations to the Senior Center as well.
•
Real Estate Management: The County closed on 140 acres of property within the extra-territorial jurisdiction
of the Town of Mint Hill. The property is located east of I-485 and between Brief and Fairview Roads. The
property will eventually serve as the home of a regional park.
Key Performance Indicators
•
91% of construction and Capital Reserve projects have been completed on schedule over the past 12 months.
Context for Key Performance Indicators
47 construction and Capital Reserve projects were completed over the past 12 months. Projects completed in March
included:
•
•
•
•
•
•
Carpet replacement at the Main Library.
Select renovations of the public men’s and women’s restrooms at the Main Library.
HVAC replacement at the Independence Regional and Davidson Libraries.
Roof replacements at the Mallard Creek Rec Center and Park and Rec Administrative Office Building.
Storm window installation at Tom Ray Center.
Paving and re-striping of the Mint Hill and Morrison Libraries; adding accessible parking and sidewalks at the
Morrison Library; concrete apron replacement (of the entrances) at the West Boulevard and North County Libraries.
Mecklenburg County – Board of Elections
April 2015
Monthly Report
Department Overview
Key Performance Indicators
New Law Changes
When citizens vote in the Primary and General Elections between now and January 1, 2016, they will be
informed that a photo identification (ID) will be needed in 2016 and asked whether they have one of the
accepted forms of identification. If a citizen notes that they do not have an accepted form of identification,
they will be asked to sign an acknowledgement of the photo ID requirement and be given information on
how to go about obtaining an authorized photo ID.
The authorized list of photo IDs include:
• NC driver’s license that has not expired
• Special ID card for non-drivers, a driver’s license issued by another State but only within 90 days of
the vote’s registration
• U.S. passport
• Military ID card
• Veteran’s ID card issued by the U.S. Department of Veterans Affairs
• Tribal card issued by the Federal Government
• Tribal card recognized by the State
Context for Key Performance Indicators
Student ID cards will not be accepted. Beginning in 2016, if a citizen does not have a valid ID, they will be
allowed to cast a provisional ballot in any 2016 or later elections; in order for the ballot to count, the citizen
must go to the Elections Office within six days (nine in Presidential Election) and show a valid ID.
Mecklenburg County – Child Support Enforcement
April 2015
Monthly Report
•
•
•
Department Overview
Mecklenburg County Child Support Enforcement collected $4,895,400 during the month of March. The
figure includes current support and arrears; this month’s collection amount is a record high since the
inception of Child Support Enforcement becoming a County managed agency in July 2010.
The Annual Policy Forum, sponsored by the National Child Support Enforcement Association (NCSEA)
was held in Washington, D.C. from February 12 – 14. Child Support Enforcement employees, including
Director Joan Kennedy, represented Mecklenburg County. The forum provided insight from high caliber
speakers as well as a dynamic agenda of quality plenary and workshop sessions.
Director Kennedy was invited by the State Child Support Office to serve on a legislative advisory
committee to the North Carolina General Assembly. The committee will use recommendations
published by the Legislative Review in July 2014 to comment on proposed legislation. Those
recommendations include, but are not limited to: (1) the State retaining up to 15 percent of incentive
funds earned by counties, (2) the requirement for Child Care Subsidy recipients to cooperate with Child
Support Enforcement and (3) the requirement for each county to have a spending plan for their earned
incentive funds.
Key Performance Indicators – FYTD 2015
Actual
Target
89.41%
91.21%
Paternity Establishment
66.66%
66.73%
Cases Under Order
Current Support Collected
61.02%
60.89%
Cases w/Payments to Arrears
58.03%
62.04%
75.55%
Total Collections*
0%
10%
20%
30%
40%
50%
60%
70%
100.00%
80%
90% 100%
*Total Collections FYTD $36,031,431.69 divided by State mandated annual target $47,690,615.69
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 $47,690,615.69.
Mecklenburg County – Community Support Services
April 2015
Monthly Report
Department Overview
•
The March BOCC report included information regarding Community Support Services’ (CSS) “Do the Write Thing
Essay Challenge” (DTWT). Approximately 75 percent of middle schools in Charlotte-Mecklenburg Schools (CMS)
participated in this year’s contest. That is a 15 percent increase over last year’s participation rate. Students
submitted 5,200 essays. DTWT engages CMS students to think about and share how youth violence and drug abuse
has affected their lives. Students are asked to reflect on what they can do to prevent violence, and this creates an
opportunity for our youth to shape solutions actively in our community. On Monday, March 31, staff from the
Charlotte-Mecklenburg Police Department, the U.S. Attorney’s Office and Community Support Services hosted an
awards ceremony for the contest participants at the Police and Fire Training Academy. The contest winners, one
male and one female, attend Coulwood Middle School and the Military and Global Leadership Academy at Marie
G. Davis school respectively. The winners earned a trip to Washington D.C., and their essays will be featured in the
Library of Congress.
•
On April 1, Housing First Charlotte-Mecklenburg hosted a press conference to update the community on the
number of chronically homeless individuals met during a three day registry count in late January. During the
registry, 516 individuals were met and identified as chronically homeless based on the U.S. Department of Housing
and Urban Development’s definition. Of this total, 56 self-reported serving in the military; the majority are male
and most reported sleeping in outdoor camps. As of April 1, 37 chronically homeless people have been moved into
permanent supportive housing which includes wrap-around services.
Key Performance Indicators
Homeless Services Division (HSS):
Number of meals provided at the Homeless Resource Center = 1,870
Number of households served with rental subsidy as part of the Shelter Plus Care Program = 240
Veterans Services Division (VSO):
Number of claims filed = 280
Women’s Commission Division (WOC): The graph includes Domestic Violence program service data.
New Clients Served in March
100.00
50.00
60.00
52.00
54.00
42.00
29.00
39.00
NOVA (Perpetrator Services)
Adult Victims
03/31/14
03/31/15
Context for Key Performance Indicators
Performance is stable for all CSS divisions.
Child Witnesses
Mecklenburg County – Criminal Justice Services
April 2015
Monthly Report
Department Overview
•
•
•
•
The Director of Criminal Justice Services, Tom Eberly, announced his resignation effective March 31.
Mr. Eberly is joining the Justice Management Institute in Washington, D.C. Carol Hickey has been
named Interim Director.
The Mecklenburg County Drug Treatment Courts held its team retreat on March 26. The purpose of
the retreat was to discuss roles and responsibilities within the team, as well as how to integrate a
cognitive behavioral approach into the treatment process.
The Driver’s License Restoration Clinic has accepted 114 client referrals and is creating action plans
to assist each person in getting their driver’s license restored. The clinic has enabled two individuals
to regain their license since the pilot began in September.
Re-Entry Partners of Mecklenburg held its second annual Career Expo; participants gathered at the
Hope Haven Conference Center on March 18. Approximately 150 participants with criminal histories
attended the Expo. This year, there were 22 employers represented as compared to four employers
in calendar year 2014. Additionally, 15 community agencies attended to provide information on
services related to educational and vocational training and support.
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%
49%
Baseline
20
Monthly
Performance
96%
79%
*
0
25
All measures with a set target fell close to or within their target, thus keeping department units on track
for meeting their annual target.
(*) Treatment Courts suffered a prolonged systems outage that has resulted in an inability to enter data
for February and March. The data will be included in next month’s report.
Context for Key Performance Indicators
• Monthly data is reported on a lag due to data collection/analysis needs. The numbers presented
represent Criminal Justice Services final performance numbers for the month of February.
• The Public Safety rate is the reverse of the previous re-arrest measure (i.e., re-arrest rate of 10% =
public safety rate of 90%). This measure was changed in order to align with the department’s service
level indicator.
• 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
April 2015
Monthly Report
Department Overview
Economic Development Office (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
Matthews Sportsplex construction pre-bid meeting, on March 3: The purpose of this meeting was to assist
and provide instruction on M/W/SBE forms and the setting of 21% inclusion goal.
o
Metrolina Minority Contractor Board meeting to address inclusion on Mecklenburg County RFP process,
on March 11: The purpose of this meeting was to share information on how sub-consultants can partner
to bid on projects and to answer process questions.
o
Walker’s Ferry Water Main Phase IV Extension pre-bid meeting on March 17 and bid opening on March
24: The purpose of this meeting was to discuss M/W/SBE goals and review the bid document to ensure
compliance with the County’s construction policy.
o
MEDIC – Construction Management at Risk and LUESA/Woodard – Construction Management at
Risk Shortlist committee meetings, on March 26: The purpose of the meetings was to select six
construction firms to interview for these two projects.
Key Performance Indicators
MWSBE
•
Persons reached via community outreach: 63 via six events:
o Matthews Sportsplex pre-bid meetings – 23 participants
o Metrolina Minority Contractors Association – 7 participants
o Walkers Ferry Water Extension Project – 17 participants
o MEDIC, LUESA/Woodard Shortlist Committee – 16 participants
•
Customers contacted via phone/email/in person: 42
Economic Development
• Meetings with prospective new/expanding businesses – 0
• BIP grants taken to the BOCC for approval in public session – 0
• EDO Request for Information/Assistance – 4
Unemployment Rate Comparison
6.5
6
5.5
5.8 5.8
5.5
5.4
5.6
5.7
5.5
5.4
Meckenburg County
North Carolina
5.1
U.S.
5
November
December
Mecklenburg County’s
unemployment rate continues
to trend below the national
average but is slightly higher
than the state average. There
has been a 1.2 percentage point
decrease in the unemployment
rate compared to January of
last year (January 2014
unemployment rate was 6.7%).
January
Notes: Mecklenburg County Unemployment rate not seasonally adjusted.
February data unavailable at the time of report preparation.
Source: U.S. Bureau of Labor Statistics &
NC Department of Commerce
Mecklenburg County – Financial Services Department
April 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 March 2, the County’s newly established Procurement Division issued its first Request for Proposal (RFP) seeking
qualified vendors to provide lockbox processing services for the Financial Services Department, Tax Collector and
the Land Use and Environmental Services Agency (LUESA). The vendor selected will collect payments that County
customers mail to a post office box, process these payments and then deposit them into designated
County accounts. Six bids were received with an award expected to be made by April 30.
Key Performance Indicators
•
•
•
Number of Compliance Reviews completed: 6
Number of Financial Stability Reviews completed: 17
Number of checks vs. Electronic Fund Transfers (EFTs), compared to last year:
March
March
2014
2015
Checks:
5,232
4,021
EFTs:
2,818
1,867
Percent of Financial Reports Issued by due date: 100%
•
FY2015 Contract Compliance and Financial
Statement Reviews
18
16
14
12
10
8
6
4
2
0
Ineligible Expenses Identified for Reimbursement
$35,000
$29,310
$30,000
$25,000
$20,000
$15,000
$13,617
$10,000
$5,000
Compliance Reviews Completed
Financial Statement Reviews Completed
$0
FY14
FY15
Context for Key Performance Indicators
•
•
•
•
As of March, 33 Compliance Reviews, 55 Financial Statement Reviews, and a determination of fiscal compliance
for 11 Volunteer Fire Departments have been completed for Fiscal Year 2015. Fluctuations in chart data are due
to seasonal nature of workload demands.
Payments by EFT are more economical for the County and provide funds to the vendors more quickly; however,
refunds are paid by check. There were 8,226 tax refunds related to SL362 in March. These are not included in the
number of checks for March 2015. FY14 data includes claims payments to MeckLINK providers.
Financial reports comprise reports issued to external sources, such as the State or grantors. As of February 2015,
a total of 68 Financial Reports were completed to date in FY2015. Ninety-seven percent of those reports were
issued by the due date.
Ineligible Expenses are expenses billed to the County by service providers that are determined to be ineligible for
payment. The County expects to be reimbursed for all of these expenses. Compliance Reviews identified
$29,310.28 in ineligible expenses (all County funds).
Mecklenburg County – Human Resources Department
April 2015
Monthly Report
Department Overview
•
Major department initiatives include the following:
o As conversations continue between the County and Anuvia regarding the operations of the Substance Abuse
Services center, the Human Resources Department has been engaged to begin discussions regarding the
potential impact to staff. Should a transition occur whereby Annuvia begins providing Substance Abuse Services
in lieu of the County, there would be an associated Reduction-In-Force of County staff as they would no longer
be considered County employees, regardless of potential future employment with Annuvia or another agency.
Human Resources staff will continue to be available to support whatever the final outcome may be with these
discussions, and will continue to respond to employee questions and concerns as best as possible and as
appropriate given the current uncertainty.
o The County is over half-way through the annual Step2it Challenge, which encourages employees to team together
and track their steps and other fitness activities daily. There are 189 teams participating (comprised of 1,347
employees) and they have logged over 195,000 miles. We are on track to log more miles this year than we did
last, and have received overwhelmingly positive feedback from employees about this program. Staff will continue
to look for new and exciting ways to engage staff in wellness related programs and activities as it positively
benefits both the individual and the organization.
o As of March 31, 122 supervisors have completed the “Supervising 4 Success” leadership development program.
Key Performance Indicators
•
•
The Employee Services Center sends out customer satisfaction surveys as requests are resolved. For the month of
March, the survey results indicate a 95% satisfaction rate.
For the first three quarters of the fiscal year, County HR staff hired 755 new employees (excluding the Library).
o 610 were hired into regular positions
o 145 were hired into temporary positions
o Department of Social Services (181) and Park & Recreation (139) had the most new hires
County Turnover
7.5%
Total Turnover
4.2% 5.2% 6.2%
5.8%
Voluntary
Retirement
Involuntary
8.7%
8.7% 9.4%
2.0%
2.0%
2.2%
1.7%
1.5%
1.2%
1.0%
1.1%
0.0%
2.0%
FY12
4.0%
FY13
FY14
6.0%
8.0%
10.0%
FY15 Year to Date
Context for Key Performance Indicators
•
Turnover data excludes instances when County employees transfer to work for a different department and the
Library staff.
Mecklenburg County – Information Technology
April 2015
Monthly Report
Department Overview
Information Technology provides desktop support and help desk services; maintains and secures the County’s
information technology infrastructure; maintains and develops the County’s applications and databases; and
helps customers identify business needs and solutions.
•
Work continues on identifying, upgrading, and/or decommissioning the Windows 2003 servers.
Support for the 2003 servers ends on July 14. Information Technology is on target to complete the
work.
•
Lync will become Skype for Business on April 14. The upgrade of the existing Lync server to support
the new application is complete. Although the servers changed to support the new application,
County employees will continue to use the Lync client, in order to prevent any interruption of services
or confusion.
Key Performance Indicator
•
In March, 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 Indicator
•
4,037 service request tickets were resolved in March.
SERVICE
Apps/Data
IT Business Analysis
IT Customer Support Center
Network, Server, Telecom
IT Security
March Totals
MARCH SLA DATA
# closed
Total
within
number
SLA
closed
283
298
183
185
2,868
2,902
551
593
59
59
3,944
4,037
%
95.0%
98.9%
98.8%
92.9%
100%
97.7%
Mecklenburg County – Internal Audit
April 2015
Monthly Report
Department Overview
No departmental news this month.
Key Performance Indicators
1. Audit Hours by Risk Level and Department
FY15 Risk
Ranking
Department
High
Health
High
Social
Services
High
High
Medium
Low
March
Hours
% of
Total
2. Report Line Activity
YTD
Hours
% of
Total
388
54%
1,961
36%
0
0%
388
7%
Tax Collector
99
14%
273
5%
Tax Assessor
0
0%
8
0%
0
0%
21
0%
81
11%
1,055
20%
Park and
Recreation
Information
Technology*
Low
Elections
31
4%
1,200
22%
Low
Human
Resources
0
0%
132
3%
IT Support
26
4%
100
2%
625
87%
5,138
95%
N/A
Assurance Sub-total
Open
Close-Unsub
Close-Sub
YTD
4
10
4
4
0
4
0
2
Closed: Investigated and a) substantiated and
handled; or unsubstantiated
3. New Investigations: None
N/A
Investigations
76
10%
152
3%
N/A
CA/CM
21
3%
118
2%
Total
Reports
Received
Report Line
Category Month
Fraud
1
Non0
Fraud
Fraud
1
Non0
Fraud
Fraud
0
Non0
Fraud
Fraud
0
Non2
Fraud
722
100%
5,408
100%
4. Productivity
Productivity*
Target
March
2015
Direct
68%
54%
52%
Indirect
32%
46%
48%
YTD
Var
March
Var
YTD
-14% -16%
14%
*Net of benefit time
Context for Key Performance Indicators
Direct productivity impacted by special projects, which is booked to indirect time, and new staff in training.
*Low ranking when IT part of BSSA; will be individually risk ranked for FY 16.
16%
Mecklenburg County – Land Use and Environmental Services Agency
April 2015
Monthly Report
Department Overview
Divisions are meeting with Gensler Architects to begin laying out the interior space of the new facility at 2145
Suttle Avenue. All are using the Chinn Planning and WGM study documents as the baseline for 2030 staff
projections. LUESA is considering adjacencies, work flow, and best practices as the space is designed.
Key Performance Indicators
Air Quality
• In March, there were 21 National Emission Standards for Hazardous Air Pollutants (NESHAP) notifications
•
received and reviewed. (2014 Monthly Average: 37)
In March, there were 539 active operating permits for sources of air pollution in Mecklenburg County. (2014
Monthly Average: 533)
Code Enforcement
•
Longer wait times are due to continued vacancies. In efforts to improve performance, LUESA has worked
with Commercial Technical Answer Center (CTAC) and Hybrid Collaborative Delivery (HCD) teams; however,
the assistance from these teams do not cover the hours represented by the vacancies.
•
Inspection Response Times (March):
# of inspections
•
March Inspection Response Times
(from scheduled time of inspection)
% Performed Within 3 Days of Request
Average Response in Days
February
March
FYTD
February
March
FYTD
98.60%
97.20%
98.71%
1.46
1.51
1.43
19,231
17,146
168,344
19,231
17,146
168,344
Plan Review (March):
o One hundred ninety-two (192) commercial projects (medium- and large-sized) were
reviewed for the first time. Of these projects, 94.75% 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, 96.50% 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.
Building Trade
February
March
6
17
Building Trade
February
March
5
8
Wait Times (in days) to Schedule Commercial Plan Review
Medium and Large Projects
Electrical Trade
Mechanical/Plumbing Trade
FYTD
February
March
FYTD
February
March
FYTD
7.85
11
8
6.55
9.5
16
7.87
Small Projects
Electrical Trade
Mechanical/Plumbing Trade
FYTD
February
March
FYTD
February
March
FYTD
3.74
4
2
3.48
6
2
4.37
Mecklenburg County – Land Use and Environmental Services Agency
April 2015
Express Review (premium service)
Small Projects - All Trades
•
Large Projects - All Trades
February
March
FYTD
February
March
FYTD
11
15
8.88
16
20
12.1
Contractor ready permit applications (projects under 10,000 square feet) turnaround times (from time
permit application received):
o Building, Electrical, Mechanical and Plumbing trades at 6 work days (goal 5 work days)
o All other trades at 1 work day (goal 5 work days)
Geospatial Information Systems (GIS)
•
In March the County’s real estate lookup system, Polaris, had an application uptime of 99.8%.
Solid Waste
Measure
Customers received at the four full-service recycling centers
Measure
Mar
FYTD
42,262
352,386
Feb
FYTD
Recycling tons processed at Metrolina facility
(includes private haulers)
5,446
Change over
prior FYTD
1.6%
Change over
prior FYTD
50,139
Water & Land Resources
• In March, 63 land development plans were reviewed.
• Ninety-five percent (95%) of submitted plans were reviewed within 21 calendar days (the balanced
scorecard target is 85% reviews completed within 21 calendar days).
-2%
Mecklenburg County – Mecklenburg EMS Agency (Medic)
April 2015
Monthly Report
Department Overview
New Facility Update
Medic is collaborating with the Enterprise Project Manager from the County Manager’s Office, to complete
the initial employee input phase. The goal is to solicit ideas from the Agency’s personnel regarding the new
Medic headquarters. Employees are providing input to meet agency needs, process improvement, and
employee satisfaction.
This phase consists of multiple “open house” sessions, with draft building layouts, to encourage employees
to submit ideas and ask questions. Based upon the feedback, an employee survey will be created to help
clarify and prioritize ideas for the new space. The survey results will be compiled into a report by the
Enterprise Project Manager and shared with Medic’s project team for consideration.
Context for Key Performance Indicators
The following data are presented in control charts with each dot representing 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 off of the total number of transports in a month divided by the
monthly subsidy provided to Medic.
Mecklenburg County – Mecklenburg EMS Agency (Medic)
April 2015
Key Performance Indicators
Mecklenburg County – Medical Examiner’s Office (MED)
April 2015
Monthly Report
Department Overview
North Carolina Violent Death Reporting System:
In cooperation with the North Carolina Division of Public Health, the Mecklenburg County Medical Examiner’s Office,
on a semi-annual basis, allows case reviewers from the North Carolina Violent Death Reporting System (NC-VDRS) to
visit the office to gather data related to violent deaths. The NC-VDRS is an incident based database that contains
detailed information from death certificates, medical examiner records, law enforcement reports and reports from
the North Carolina State Bureau of Investigation on all deaths from violence that occur in North Carolina. Those
deaths include: homicides, suicides, deaths of undetermined intent, unintentional firearm-related death, and deaths
due to legal intervention. North Carolina data, with identifying information stripped out, is transmitted daily to the
national database, which is maintained and supported by the Center for Disease Control (CDC).
Mecklenburg County’s contributions to these efforts support the NC-VDRS’s goal of providing information to help law
enforcement, public health officials, violence prevention groups and policy makers to better understand the problems
and guide local action plans for prevention.
This database assists with answering important questions, such as: What life crisis most commonly precedes a
suicide? What proportion of homicides are drug-related? What percent of women are killed by an intimate partner?
Key Performance Indicators
March Totals
180
159
160
140
120
Mecklenburg Autopsies
100
Regional Autopsies
80
60
40
Death Investigations
45
37
External Exams
20
20
0
Context for Key Performance Indicators
Six Month Overview
200
150
100
50
0
Sep 14
Oct 14
Mecklenburg Autopsies
Nov 14
Regional Autopsies
Dec 14
Jan 15
Death Investigations
Feb 15
External Exams
Mecklenburg County – Office of the Tax Collector
April 2015
Monthly Report
Department Overview
When considering the 2014 real estate, individual personal property, business personal property, and
registered motor vehicle (excluding those collected by the Department of Transportation) taxes for the
County and the municipalities within the County, the following taxes (excluding interest, fees, and costs)
have been collected by the Office of the Tax Collector (OTC) this fiscal year as of April 1:
Grand Total Net Levy for the County and Municipalities Combined:
Grand Total Collections for the County and Municipalities Combined:
Grand Total Delinquency for the County and Municipalities Combined:
$1,349,795,153.10
$1,328,668,823.00
$ 21,126,330.10
The OTC is working diligently to collect the remaining taxes by utilizing enforced collection remedies
including garnishment, levy, foreclosure, and set-off debt.
Key Performance Indicators
The collections indicators through March 2015 for Mecklenburg County taxes are the following:
•
Current Year Real Estate/Personal Property Tax Collection Rate:
98.51%
•
Current Year Registered Motor Vehicle Tax Collection Rate:
85.57%
•
Current Year Privilege License Tax Collection Rate:
92.75%
•
Prior Year Real Estate/Personal Property Tax Collection Rate:
18.14%*
•
Prior Year Registered Motor Vehicle Tax Collection Rate:
15.57%*
*The prior year collection rates reflect the percentage of the total due for all prior years that has been
collected in FY2015.
Context for Key Performance Indicators
•
The OTC has collected $895,648,989.49 in real estate, personal property, and registered motor
vehicle taxes for the current year county net levy with $14,866,550.36 remaining to collect.
•
For the prior year county net levy, $9,937,713.35 has been collected in FY2015.
•
The grand total of collections (including interest, fees, and costs) in FY2015 for all years and all
jurisdictions is $1,378,840,641.46 through March 31, 2015.
•
The OTC has collected 99.77% of all Mecklenburg County taxes levied since September 1, 2005. This
amounts to $8,501,156,455.14 collected and $52,593,141.58 uncollected.
Mecklenburg County – Park and Recreation
April 2015
Monthly Report
Department Overview
• Recognition for Protecting Natural Resources: The U.S. Fish & Wildlife Service awarded Mecklenburg
County a glass sculpture in recognition of its work to protect and restore habitat of the Georgia aster, a
state and federally protected plant species growing in our parks and preserves. The County is one of nine
groups that have worked in a regional effort to help preserve this bright purple species that thrives in
sunny locations.
• How Popular Are Greenways? To better understand greenway usage, Parks and Recreation installed
counters on four of the 15 greenways on March 15. The equipment monitors use seven days a week, year
round, and can distinguish between bikers and walkers. During the period from March 15-31 these four
greenway stretches saw 60,676 users. As spring approaches, this new equipment will help Park and
Recreation understand how much use increases in the busy warmer months.
• Water Conservation: The Tradition Golf Course recycled 11 million gallons of treated water provided by
Charlotte Water to irrigate the course which offset an equivalent discharge into local creeks.
• RecCorps Program Kicks Off: Year four of the award-winning Recreation Employment Corp (employment
and mentoring program) kicked off in March with thirty-seven teens completing orientation and their first
training on Customer Service and Goal Setting/Life Skills Assessment.
• Romare Bearden Park: Accessibility improvements were completed.
Key Performance Indicators
In March, the department offered 1,127 programs for 22,284 participants, and hosted 28 special events or
athletic tournaments for approximately 93,580 participants and spectators. The department received 1,571
customer satisfaction surveys with a 99% satisfaction rate. February volunteerism has a value of $1,201,230.1
Centers Visits
12,000
10,000
8,000
6,000
4,000
2,000
-
10,276
7,146
4,479
4,457
5,449 5,327
1,732
Visitors
Hours
Volunteer Hours
Visitors
Visitors
88,761
85,325
63,493
83,226
79,404
68,446
61,705
58,558
Nature Preserve Visits
Park Visits
1,168,821
1,400,000
1,200,000 992,578
823,032
1,000,000
701,771
640,087 553,378
800,000
471,039
600,000
356,620
400,000
200,000
-
100,000
80,000
60,000
40,000
20,000
-
100,000 81,121
78,906
67,087
80,000
60,835
46,496
40,952
60,000
39,367
39,363
40,000
20,000
0
Mecklenburg County – Park and Recreation
April 2015
Context for Key Performance Indicators
• Centers Visits includes Recreation Centers, Nature Centers, and Senior Centers.
• Volunteer Hours spike in October due to Newtown Memorial playground build at Park Road Park.
• Nature Preserve Visits is for five preserves: Latta Plantation, Reedy Creek, McDowell, Ribbonwalk, and
Cowans Ford.
• Park Visits do not include some of the most popular and heavily used facilities such as Greenways or walkin venues such as Romare Bearden Park.
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.
Mecklenburg County – Provided Services Organization
April 2015
Monthly Report
Department Overview
Children’s Developmental Services Agency (CDSA) – CDSA staff help children from birth to age three who are at risk
due to developmental problems.
• Referrals – 144 children, enrollment – 1,095 children
• On March 12, 2015 CDSA Supervisor Lindsey Moss along with Laverne Fesperman, Anna George and Valerie
Glascock, presented a full-day training at the Charlotte Area Health Education Center (AHEC) entitled
“Nurturing the Brain: Buffering Toxic Stress through Responsive Relationships”
Trauma & Justice Partnerships (TJP) – TJP staff coordinate with criminal justice partners to intervene and reduce
the effects of violent and traumatic events, ultimately reducing cost by diversion to treatment rather than jail.
• Child Development – Community Policing (CD-CP) received referrals for 232 families in February for acute trauma
intervention; and 86% of those referred in December received a trauma-specific intervention
• Of those 232 referrals, CD-CP Clinicians responded to 14 immediate response requests from CharlotteMecklenburg Police Department for child trauma victims
• February had a high number of acute response requests. Examples: a mother whose throat was slit in front of her
child, a mother and child tied up and threatened with a gun, a father who attempted to shoot a mother in front of
their two children, a 3-year-old present when her father threatened suicide and held a gun to his head, a 10-yearold who called 911 when his home was invaded and no one in the home spoke English
Substance Abuse Services (SAS) – SAS staff treat adults with substance abuse and co-occurring mental health
disorders.
• Substance Abuse Services Center admitted 289 to Detoxification and 29 to Residential Treatment
• Jail Central Program screened 109 consumers and admitted 55 in Primary Care Treatment
• Men’s and Women’s Homeless Shelter Programs admitted 24 for Substance Abuse Treatment
• Carolina Alcohol & Drug Resources (CADRE) program for consumers with HIV/AIDS and in need of substance abuse
treatment has a total of 85 enrolled
Key Performance Indicators
Consumers Treated in Substance
Abuse Services
1,200
600
1,150
400
1,100
200
1,050
0
Jly Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
FY14
FY15
CDSA Monthly Enrollment
1,000
Jly Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
FY14
FY15
Context for Key Performance Indicators
•
•
•
•
Children’s Developmental Services Agency consumers enrolled month-to-month is shown in graph (above left)
Substance Abuse Services consumers admitted for treatment during the month is shown in graph (above right)
Unless otherwise noted, department data lags by one month due to event close-out requirements and availability
of data from the State of North Carolina
Website: http://charmeck.org/mecklenburg/county/PSO/Pages/default.aspx
Mecklenburg County – Health Department
April 2015
Monthly Report
Department Overview
Breast and Cervical Cancer Screening Provider (BCCCP) Updates:
• In partnership with Charlotte Radiology, four more mobile mammography clinics were held in March providing 98
low-income women with a free screening mammogram.
• The Health Department was awarded $150,000 from the Susan G. Komen organization to pay for screening
mammograms and required diagnostic services for low-income women who reside in Mecklenburg County.
Tobacco-Free Mecklenburg Update:
• Wednesday, March 18 was Tobacco-Free Meck Day. The event was held at Marshall Park to celebrate the launch
of smoke-free government grounds and tobacco-free parks. Speakers included: Dr. Marcus Plescia, Jim Garges,
and Patti Bossert with the American Cancer Society, Commissioner Pat Cotham, Assistant City Manager Ann Wall,
and Parks Commissioner Elaine Powell. Over 150 people were in attendance.
2015 County Health Rankings:
• The 2015 County Health Rankings, released last month by the Robert Wood Johnson Foundation and the
University of Wisconsin Population Health Institute, ranks Mecklenburg County fifth (out of 100 counties) in
health outcomes in North Carolina. This ranking represents a move up from number six last year. Mecklenburg
County ranks 14 for health factors (a combination of behaviors, clinical care and socioeconomic factors) in North
Carolina. Local-level data allows the County to see how it compares with others in the state on 30 factors beyond
medical care that influence health including education, housing, violent crime, jobs, diet and exercise.
Adult Leader Training:
• An Adult Leader training was held on Tuesday, March 31 at Clanton Road Pavilion. Over 20 attendees from various
sectors of the community participated. They were trained on the establishment of successful youth-adult
partnerships and ways to shift youth empowerment efforts towards sustainable community change.
Health Equity Initiatives:
• Village HeartBEAT held its annual Family Field Day Competition at Johnson C. Smith University Track and Field on
Saturday, April 4. The event had 328 participants.
• In April we celebrate National Minority Health Month by raising awareness about the health disparities that
continue to affect racial and ethnic minorities. As part of this month, Public Health/Minority Day was held April 11
at the Northwest Health Department, offering the community opportunities to learn about public health
programs.
• WTVI PBS Charlotte is partnering with Novant Health “Remarkable You Initiative” – addressing chronic disease
prevention, specifically hypertension – to produce a feature story on Village HeartBEAT. The story will air Tuesday,
April 28 at 8 p.m. on WTVI.
Big Shot Saturday:
• Starting in July, North Carolina has new shot requirements for school-age children. All students need these new
shots for school registration this fall. The Health Department is partnering with the Junior League of Charlotte to
host Big Shot Saturdays, a chance for parents to get their kids “up-to-date” with required vaccinations without
having to miss work or sit in a crowded waiting room. The first Big Shot Saturday is April 25, 10 a.m. to 2 p.m. at
the Southeast Health Department, 249 Billingsley Road.
Mecklenburg County – Health Department
April 2015
Key Performance Indicators
Program
Feb 2014
Feb 2015
1,613
1,560
13,769
Immunization Clinic Visits
660
844
9,404
School Health Room Visits
21,210
22,261
161,303
3,483
2,305
16,731
Environmental Health - Mandated Regulatory Inspections
695
919
8,377
Environmental Health - Permits Issued
104
102
976
Environmental Health - Service Requests
160
191
2,060
Adult Health Clinic Visits
Health Promotion Participants
Context for Key Performance Indicators
FY15 YTD
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.
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. Due to new reporting
system, October numbers are provisional.
5) Health Promotion Participants includes the Village HeartBEAT program and 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. Program demand is on a seasonal basis.
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.
Mecklenburg County – Public Information
April 2015
Monthly Report
Department Overview
Major department initiatives in March 2015:
• Parks and Greenways Smoking Ban, March 18: All government owned buildings, vehicles and property
(grounds) are now smoke-free in Mecklenburg County. Public Information and the Health Department
created a comprehensive campaign to raise awareness through all communication channels. The campaign
received extensive media coverage and social media engagement.
• Social Media Coordinator Begins Work: Public Information’s new Social Media Coordinator, Nicole Sabourin,
has started a complete assessment of County social media and is working with departments and divisions to
develop an integrated social media strategy.
• Community Meeting: Commissioner George Dunlap hosted a community meeting in his district this on
Thursday, March 12, from 6 p.m. to 7:30 p.m. at the Hilton Charlotte University Place. Public Information
coordinated and assisted in promotion of the meeting, which was attended by more than 75 people.
• Telly Awards: Public Information was awarded four Bronze Telly Awards for video features on Newtown
Memorial Playground; Storyvine Storytellers (two awards); and the Independence Branch Library 40th
Anniversary. The Telly Awards honor film and video productions, web commercials, online video content, and
local, regional, and cable TV commercials and programs. The 35th Annual Telly Awards received over 12,000
entries from all 50 states and five continents.
Key Monthly Performance Indicators
Communication Channel
Social Media
MecklenburgCountyNC.gov
Performance Measure
Twitter followers
Facebook “likes”
Unique page visits
Status in March
Department Unit
22,352 Direct Communications
2,517
245,869 Web Services
Gov Delivery (Board Bulletin)
Subscribers
Unique Citizen Involvement Events
(measure under development)
Citizen Involvement Events
Number of citizen participants
(measure under development)
Citizens Engagement
1,726 Direct Communications
Context for Key Monthly Performance Indicators
•
•
•
•
Twitter and Facebook followers are based on the number of residents actively engaged in Public
Information’s social media presence.
MecklenburgCountyNC.gov unique page visits are a standard measure used for website traffic.
Board Bulletin newsletter tracks the number of residents, employees, elected officials and other
stakeholders have subscribed.
Citizen Involvement indices gauge the number of citizens who attend Community Involvement events. It
does not include Board of County Commission meetings and hearings. Indices are under redevelopment.
Mecklenburg County – Charlotte Mecklenburg Library
April 2015
In March, the Charlotte Mecklenburg Library worked to increase awareness of, and access to, the many resources
available to the community.
•
•
•
•
•
•
Teens at Independence Regional Library kicked off “Teen Tech Week,” March 8-14, by learning about the latest in
science and technology with guests from Idea Box and Goodwill Industries’ “The Grid” (formerly Computer Works). The
Library hosted tech-themed teen programs to foster creativity and collaboration at several locations all week.
More than 200 attendees – including teens, their parents and “new” adults – learned about trade programs,
scholarship opportunities and career alternatives at the Fast Track Trade School Fair at ImaginOn on March 14.
Library cardholders gained free access to more than 3,000 courses and 129,942 video tutorials supporting lifelong
learning through Lynda.com. Lynda.com normally requires a paid subscription, but Library cardholders can now access
it free with a library card number and password, from any computer with an internet connection.
Community residents gave feedback on the planned renovation of Morrison Regional Library at two community
meetings on March 23. Response to the reimagined library was overwhelmingly positive, with residents expressing
excitement to be part of the process.
Library cardholders were welcomed to The Harvey B. Gantt Center for African-American Arts+Culture for the second
annual Library Day at the Gantt on March 14. The event highlighted the connection between literature, history and art
with a presentation from author/illustrator Vanessa Brantley Newton and a performance by the Kinetic Works Dancers.
Davidson Library users saw two improvements to their branch. The first, replacement of the service desk and creation
of two much-needed study alcoves, was funded by Library operations dollars; the second, an update to the HVAC
system to improve heating, cooling and ventilation, was funded by Mecklenburg County.
4,000,000
$1,100,000
110,000
$1,000,000
100,000
$900,000
90,000
3,000,000
80,000
$600,000
24,978
40,000
2%
350,295
212,685
260,513
257,794
1%
65%
30,000
28,186
$500,000
50,000
1,500,000
0
$700,000
60,000
2,000,000
500,000
$800,000
70,000
2,500,000
$400,000
$300,000
20,000
$200,000
10,000
$100,000
0
$1,087,187
120,000
3,500,000
1,000,000
$1,200,000
$856,658
4,500,000
130,000
123,727
5,000,000
4,589,433
Current Fiscal Year
4,490,242
Prior Fiscal Year
125,103
Key Performance Indicators for March 2015
-1%
# of Active
Total
Cardholders Circulation
13%
Total
Program
Program
Digital
Attendance 0- Attendance
Circulation
Pre-teens and
8 Years
Teens
Note: Percentages represent percent change from prior fiscal year to current fiscal year.
$0
27%
Total Gifts and
Grants Raised
Context for Key Performance Indicators
•
With one exception, KPIs are expected to meet or exceed targets by end of FY2016. Year-over-year programming
attendance for 0-8 years is impacted by one-time programming in the prior year.
Mecklenburg County – Register of Deeds
April 2015
Monthly Report
Department Overview
•
After testing, the design of the production mail application was finalized.
•
In March, the Register of Deeds Office continued research on document imaging and web portal for historic
documents.
Key Performance Indicators
Indicator
February
Total Real Estate Documents Filed
11,282
Deeds Filed
1,844
Deeds Trust / Mortgages Filed
2,875
Maps / Map Revisions Filed
42
Condominium Docs Filed
1
Foreclosure Notices Filed
147
Sub. Trustee Docs Filed
208
Index, % docs indexed in 24 hours
99.59%
Total Receipt Count/Transactions
9,390
March
14,668
Change
30.01%
2,596
40.78%
3,949
37.36%
59
40.48%
2
100.00%
200
36.05%
240
15.38%
100%
0.41%
12,268
30.65%
Context for Key Performance Indicators
•
County Revenue for March was $1,150,000 which is just over a projection of $1,100,000. Overall, revenue is
exceeding projections for the first nine months of FY2015.
•
Overall document recordings increased substantially, with a 40.78% increase in deeds. The revenue
numbers and deed numbers together show a strong residential real estate market. Revenue in prior months
was often skewed by extremely large commercial transactions.
•
Foreclosure related document filings increased, but they were only 3% of total filings, down from 3.15%.
•
Map recordings increased by 40%, indicating an increase in development.
Mecklenburg County – Sheriff’s Office
April 2015
Monthly Report
Agency Overview
•
•
•
•
The Mecklenburg County Sheriff’s Office – Field Operations Division concluded its annual Civil Process
Audit. The purpose of the audit is to ensure operational efficiency. The results of the audit were
extremely favorable; showing that all test groups were actively scanning and serving processes properly
and expeditiously.
The Mecklenburg County Sheriff’s Office – Field Operations Division provided security and escort duties
for the teams participating in the NCAA Basketball Tournament held in Charlotte on March 20 – 23.
The Mecklenburg County Sheriff’s Office – Executive Staff are identifying top priorities for the agency for
2015 and beyond. Through a series of planning meetings that occurred in February and March, staff has
been able to create a framework for developing a 2015 strategic plan for the agency’s future.
The Mecklenburg County Sheriff’s Office is responsible for registering and monitoring all sex offenders
on the North Carolina Sex Offender Registry residing in Mecklenburg County. The number of sex
offenders registered continues to increase over the years.
Average # of Sex Offenders Registered
1200
1000
800
756
840
919
966
1,007
1,024
FY 12
FY 13
FY 14
FY 15
600
400
FY 10
FY 11
Key Performance Indicators (February)
Mecklenburg County Sheriff’s Office Court Security
• Number of contraband items recovered: 751
Detention
• Average daily population: 1,413
• Number of inmates booked: 2,612
Field Operations/Civil Process
• Number of civil papers served: 5,233
Registration
• Number of hand gun purchase permit applications processed: 2,442
Inmate Programs
• Number of inmate program class participations: 530
Context for Key Performance Indicators
•
February 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
April 2015
Monthly Report
Department Overview
Just1Call
Just1Call, also known as Centralized Intake, is the portal for referrals and initiation of the
Department of Social Services’ services for seniors and adults with disabilities. Social workers
screen requests for assistance and utilize an extensive database of public and private service
organizations to connect individuals to the appropriate community resources. During February,
the center fielded just over 2,500 calls, about 15 percent fewer than the same period last year.
Food Pantry
The Food Pantry offers timely assistance to individuals and families who are in emergency situations or
facing a hardship. Depending on the need, a two-or seven-day provision of food and other necessities
(such as diapers, toiletries, and medical supplies) is provided. The Department of Social Services
distributes two-day provisions at the Kuralt Centre to meet emergency customer needs, while greater
needs are met by Loaves & Fishes at one of their 17 pantries located in Mecklenburg County.
Key Performance Indicators
February
2015
12-Month
Average
February
2014
257,304
229,016
204,235
177,926
147,960
122,825
76,378
77,617
77,506
3,000
3,439
3,904
29,485
34,370
27,527
25,833
30,171
23,465
Just 1 Call
2,564
2,941
3,005
Child Protective Services Hotline
1,088
1,257
1,057
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
854
936
746
Child
773
858
667
Adult
81
77
79
Mecklenburg County – Social Services
April 2015
Key Performance Indicators (cont’d)
Indicator
Number of Individuals under County Responsibility
February
2015
12-Month
Average
February
2014
1,007
1,035
1,010
Children in Custody
695
723
711
Adult (Guardianship)
312
312
299
6,272
6,337
5,917
Number of Intervention Services for At-Risk Customers
Transportation
3,263
3,500
3,056
Adult In-Home Aide Customers Served
329
353
354
Adult Day Care Customers Served
148
156
159
Homebound Customers Who Receive Meals
777
698
697
1,443
1,323
1,328
312
306
323
174
232
149
174
232
149
4,632
5,085
6,166
4,611
4,146
6,051
Congregate Customers Who Receive Meals
Family In-Home Services
Number of Completed Fraud Investigations
Completed Investigations
Number of Individuals on Waiting List
Child Care Wait List (CCRI)
Homebound Nutrition
21
57
115
In-Home Aide Waiting List
477
669
536
Adult Day Care Waiting List
117
213
213
3,215
4,325
4,284
Number Emergency Assistance Referrals
Crisis Assistance Ministry
Crisis Intervention Program
Low Income Energy Assistance Program (LIEAP)
Food
422
405
355
1,089
924
1,248
454
1,353
2,192
1,250
1,644
489
Context for Key Performance Indicators
•
This report’s submission deadline precludes use of March data. Performance data reported is for February
2015.
•
Twelve-month averages are rounded.