Administration/Office of the Agency Director (7010P)

Program Outcome Statement

Efficiently manage and provide administrative support in the Human Services Agency (Agency).

Program Services

  • Budget Monitoring
  • Facilities Support
  • Fair Hearings
  • Fiscal Accounting and Claims
  • Human Resources, Payroll and Personnel
  • Overpayments Management
  • Public Information and Outreach
  • Special Investigations
  • Technology Management and Development


Agency leadership directs the allocation of resources to effectively plan, deliver and support social services in the County. In the FY 2016-17 budget, $188 Million in State and Federal revenues was leveraged to serve over 170,000 residents in the County. The Agency is undergoing several initiatives to improve efficiency in delivering services and its operations. The Agency is implementing a five year strategic plan (2015-2020) to guide the Agency and its branches toward specific priorities that will further the Agency's goals and the County's Shared Vision 2025 goals. The strategic plan will establish the Agency's values, goals and objectives across all line staff. Additional initiatives include using business analytics to collect data which will inform a Business Intelligence project. This project will allow the Agency to share data across multiple data platforms to review performance trends, create custom reports to identify client needs, and to assist with the planning of services to our communities.

Percent of Staff Meeting Annual Training Requirements (20 hours or more) is Below Target

Percent of IT Application Support Incidents Resolved in Less than Two Hours is Below Target

Percent of Completed Employee Evaluations Completed Annually is Below Target

FY 2017-18 Mid-Year Story Behind Performance

Percent of Staff Who Met Annual Training Requirements (20 Hours or More)
By the end of the fiscal year, 80% of HSA staff are on target to meet the annual training requirement.  This is a 19% increase over FY 2016-17. Over the next 6 months, we will continue to deliver refresher training courses based on Quality Assurance trends and changing regulations in public assistance. We will begin a new worker training unit in Feb-2018. We will continue our close collaboration with external training partners to deliver relevant training courses for our staff to ensure the highest level of customer service. To ensure that staff has the required knowledge, skills, and resources to deliver high quality service, the Agency set the benchmark of 90% of staff to meet the annual training requirement of 20 hours or more.
Percent of IT Application Support Incidents Resolved in Less Than Two Hours
The Agency did not meet the target of 70%, as 35% of the incidents failed to meet the 2-hour resolution measure.  In the last six months, many of the incidents were related to downtimes from CalWIN “Notification of Action” subsystem (State-managed); as well as downtimes during optimization and upgrades to the Compass task management system and Qmatic lobby management system. 
Percent of Employees Evaluations Completed Annually
The Agency expects to achieve a 70% completion rate of annual employee evaluations, which is a 5% increase over FY 2016-17.  Performance Evaluations provide employees with an assessment of how they are performing, areas for performance improvement, and sets individual goals that align with the agency expectations and with the employee’s career and growth objectives. In the second half of the fiscal year the Agency will focus on monthly reminders to supervisors and managers, self-service performance evaluation reports, and targeting training related to performance management, having difficult conversations, and the art of writing effective and meaningful performance evaluations. 

Future Priorities

  • Collaborate with the City of Daly City to develop building improvements for the Daly City HSA office
  • Successful implementation of the Business Intelligence IT program to share data across the Agency
  • Development of an electronic system to store and maintain all program handbooks
Author: Nicole Pollack, Agency Director     Contact Email:     Last Updated: 01-26-2018