Gran Jurado del Condado de Orange
2001-2002
From the annual report
The consolidated year-end volume. The individual investigations it contains are listed separately below.
📑 Year-End Report
The full consolidated volume; individual reports are listed below.
Individual reports (3)
Hallazgos & Recomendaciones
7 hallazgos
F1:
The existing configuration of the telephone equipment at the CAR hot-line abuse call in facility cannot accommodate certain upgrades necessary for improving efficiency.
Recomendaciones relacionadas (1)
R1:
Acquire new telephone equipment or upgrade and program existing telephone equipment to improve the efficiency of the CAR abuse call in system.
F2:
The CAR Automated Call Distribution System places unanswered incoming calls in a chronological queue. The calls are answered in order by the next available Social Worker. 3
Recomendaciones relacionadas (1)
R2:
Retain feature that directs unanswered calls in chronological order to the next available Social Worker.
F3:
The CAR Automated Call Distribution System cannot accommodate an Automated Attendant Feature in its present configuration.
Recomendaciones relacionadas (1)
R3:
Install Automated Attendant Feature – with options to include a language selection, non-abuse calls, social worker direct calls and child abuse calls.
F4:
Present CAR Automated Call Distribution System does not have the capability to accept voice mail messages. The caller either must wait for a Social Worker to answer or must abandon the call.
Recomendaciones relacionadas (1)
R4:
Install Voice Mail Feature – to leave abuse messages as an option to remaining on hold to speak with a Social Worker.
F5:
No CAR phones have real time capability to indicate that there has been a call abandoned or that there is a voice mail that needs a response.
Recomendaciones relacionadas (1)
R5:
Install on each telephone instrument a device to indicate there is a child abuse voice mail message that needs a response.
F6:
Presently there are no clerical or administrative personnel whose responsibility is solely to respond to non-abuse calls. Responses to Findings 1-6 are required from the Orange County Board of Supervisors and requested from the Orange County Social Services Agency.
Recomendaciones relacionadas (1)
R6:
Provide clerical or administrative personnel to respond to non-abuse calls. Responses are required to Recommendations 1-6 from the Orange County Board of Supervisors and requested from the Orange County Social Services Agency.
F2001:
Of these calls, 2,072 resulted in child abuse investigations. Other calls are for information and referral. The average wait time before a caller hangs up (abandons) without speaking with a Social Worker during the same period is two minutes, six 1 seconds. The average speed of answer is 1 minute 9 seconds. Between March through November 2001, 15% of incoming calls were abandoned (See Table 1). Each call that is answered, regardless of its nature, is answered by a CAR Social Worker. Each caller receives a human response to their concern whatever it may be, child abuse or not. Once an abuse call has been received and evaluated, a determination is made whether an immediate or deferred response is required. In the event that an immediate response is required, an emergency response Social Worker, often accompanied by a sworn law enforcement officer is immediately dispatched to investigate and assess the risk to the child from a potential or real abusive environment and remove the child if the circumstances warrant. On routine abuse reports, assessments are made and an appropriate response is initiated within mandated time frames. The time of a CAR Social Worker is also allocated to other responsibilities. In some instances, information provided by the reporting party can be incomplete or inaccurate. The information must be verified, such as correct location and address of the minor, and name of the minor’s school, when applicable. The same would apply to hospitals, medical information and criminal checks of reported perpetrators. This advance verification serves to maximize the field Social Worker’s time as well as the worker’s safety. A duplication of effort that included child abuse entry reports that were processed by both paper forms and electronic data entry has been largely eliminated with the advent of electronic entry of abuse reports. However, the percentage of abandoned calls has not significantly decreased. TABLE 1 Data Provided by Social Services Agency of Orange County for 2001 Total Average Longest Wait Average Wait Calls Speed Time Before Time Before Total Calls Month Answered of Answer Being Answered Abandonment Calls Lost March 3,103 2.52 min/sec 47.10 min/sec 2.59 min/sec 4,278 1,175 April 2,821 1.26 min/sec 30.56 min/sec 2.11 min/sec 3,464 643 May 3,460 1.11 min/sec 24.56 min/sec 2.02 min/sec 4,052 592 June 3,014 0.47 min/sec 36.44 min/sec 2.10 min/sec 3,416 402 July 2,756 0.39 min/sec 44.30 min/sec 1.46 min/sec 3,090 334 Aug. 2,877 0.35 min/sec 22.58 min/sec 1.39 min/sec 3,281 404 Sept. 2,758 0.48 min/sec 20.08 min/sec 2.00 min/sec 3,130 372 Oct. 3,389 0.55 min/sec 21.08 min/sec 2.02 min/sec 3,958 569 Nov. 2,928 1.06 min/sec 28.38 min/sec 2.04 min/sec 3,426 498 Total 27,106 32,095 4,989 METHOD OF STUDY The Grand Jury conducted interviews with staff and supervisors in Orange County and San Diego County Social Services Agencies, Child Abuse Registry and Emergency Response Services to obtain comparative analyses of incoming call operations and procedures. The Grand Jury has reviewed data provided by the OCSSA regarding abandoned calls, time on hold and volume and nature of in-coming calls. FINDINGS Under California Penal Code Section 933 and Section 933.05, responses are required to all findings. The Orange County 2001-2002 Grand Jury arrived at six findings.
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Hallazgos & Recomendaciones
2 hallazgos
F1:
The IWF Committee is composed of four voting members and two non-voting members who act in an advisory role.
F2:
Proper accounting practices are being followed by members of the IWF Committee in the operation of the fund. A response to Findings 1 & 2 is requested from the Chief of Police of the City of Santa Ana.
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Hallazgos & Recomendaciones
3 hallazgos
F1:
Goals in the business plans were lacking in measurable content.
Recomendaciones relacionadas (1)
R1:
Goals in the business plans should include a quantifiable statement as to how attainment of the various goals will be measured. (Finding 1)
F2:
Strategic Operational Plans for each goal were lacking in specificity as to the outcomes desired to assure the attainment of the individual goals.
Recomendaciones relacionadas (1)
R2:
The Strategic Operational Plans for each goal should be specific as to the actions to be taken to accomplish the goal. (Finding 2)
F3:
The Outcome Measures or result measurements lacked an expression of the baseline against which the new goal was to be measured. Response to findings 1, 2, and 3 is requested from the Orange County CEO.
Recomendaciones relacionadas (1)
R3:
The Outcome Measures should state the quantifiable baseline against which the results are to be measured and restate the quantifiable goal. (Finding 3) Response to the recommendations 1, 2, and 3 is requested from the Orange County CEO.