SEP 1 2 2013 Social Services Agency David H. Yamasaki Chief Executive Officer/Clerk. Superior Court of CA County of*

- As of August 2012, nearly two-thirds of the PAGC office Policies and Procedures have not been reviewed or updated for five years or more, as has been recommended by previous reports and audits. Response - The PAGC does agree that at the time (August, 2012) two-thirds of the Policies and Procedures had not been reviewed. However, since then 80% of all Policies and Procedures have been reviewed.

- As of February, 2013, less than one-third of the PAGC office Policies and Procedures are available on the department intranet for PAGC staff use. Response - The PAGC agrees with the finding that as of February 2013 less than 1/3 of the Policies and Procedures were posted to the intranet.

- The PAGC policy (#204) that defines review and revision procedure leaves undefined a maximum review interval for its office procedures. Response - The PAGC agrees with the finding.

- The PAGC has no documented process to record and track client or client advocate complaints. Response – The PAGC agrees with the finding.

- PAGC personnel do not consistently utilize the Panoramic Case Management System. Response - The PAGC partially agrees with the finding. Panoramic Case Management software is utilized by PAGC staff on a daily basis utilizing functionality that is available in the program.

– The PAGC does not maintain case documents in a standardized fashion. Response - The PAGC partially agrees with this finding. The PAGC has a file procedure that separates case files as indicated below: Type of Case Files Sections Found in Case Files Probate = Green Section 1: Correspondence LPS = Blue Section 2: Progress Noted and Treatment Plans LPS/Probate Combo = Yellow Section 3: Property Section 4: Benefits Section 5: Current Legal and Inventory Section 6: Legal Filing History However, due to daily heavy usage and the lack of a full-time file clerk the files are not always re- organized after each use.

- The PAGC does not have clearly delineated personnel responsible for problem solving, maintenance, and training for the Panoramic software system. Response - The PAGC disagrees with this finding. A full-time extra-help Information Systems Analyst has been working with the PAGC for over five months to date.

- Not all PAGC Deputy Public Guardians, Conservators, or Estate Administrators are CAPAPGPC (California Association of Public Administrators, Public Guardians and Public Conservators) certified. Response to Civil Grand Jury Report 1 Response - The PAGC agrees with this finding. Although the Public Administrator/Guardian/Conservator is certified by the CAPAPGPC, not all Deputy Public Guardians, Conservators or Estate Administrators have completed certification.

- PAGC employee performance reviews, as stipulated by the SEIU Local 521 Performance Appraisal Program Agreement, are not being conducted. Response - PAGC agrees with this finding.

– The PAGC does not hold regularly scheduled staff meetings. Response - The PAGC partially agrees with this finding. The Public Administrator/Guardian/Conservator and PAGC supervisors have been conducting unit and one-to-one staff meetings. PAGC has not monitored the meetings for consistency and content.

- The PAGC does not have a clearly established procedure that governs staff sign-in and sign- out. Response - PAGC agrees with this finding. The current system provides flexibility for field operations and emergency visits but lacks detailed accountability of each staff member.

– The PAGC has not provided training in response to revised job descriptions and responsibilities. Response to Finding 12 - PAGC does not agree with this finding. The Deputy Public Guardian/ Conservator (DPGC) classification that was created by merging Deputy Public Guardian with Deputy Response to Civil Grand Jury Report Public Guardian Investigator states that DPGC will be expected to evaluate, secure, protect, and maintain conserved client's assets as part of the complete set of duties. The PAGC conducted training sessions for DPGCs from October 2011 until May 2012. The table below indicates the training sessions and dates held: Training Subject CART OF Date(s) Held Stocks and Bonds Inventory and Appraisal November 9, 2011 and January 25,2012 Real Property Sales November 30, 2011 and December 14, 2011 Rental November 30, 2011 and December 14, 2011 Property Maintenance November 30, 2011 Training Subject Date(s) Held HOA's November 30, 2011 and December 14, 2011 Taxes November 16, 2011 Property Rental Evictions November 30, 2011 and December 14, 2011 Panoramic Functionality to Carry Out Estate December 14, 2011 January 25, 2012, and April 4, 2012 Administration

- The PAGC does not consistently use training materials or have a training methodology in place for new office personnel. Response - PAGC partially agrees with this finding. All staff personnel new to Social Services Agency are required to attend SSA New Employee Orientation and Cultural Diversity Training.