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) meets target

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

Percent of Employee Evaluations Completed Annually is below target

FY 2018-19 Mid-Year Story Behind Performance

Percent of Staff Who Met Annual Training Requirements (20 Hours or More)
The agency estimates 90% of staff will meet annual training requirements, a 3% improvement from FY 2017-18. Over the next 6 months, we will continue to deliver new worker training and refresher training courses based on Quality Assurance trends and changing regulations.
Percent of IT Application Support Incidents Resolved in Less Than Two Hours
The agency estimates that 64% of IT application support incidents are resolved in less than 2-hours.  Although this is below the target, agency performance increases to 79% when state systems for which the agency has no control are excluded.
Percent of Employees Evaluations Completed Annually
The FY 2018-19 estimate of Employee Evaluations Completed Annually is 72%. Strategies to meet the target include a focus on monthly reminders to supervisors and managers, self-service performance evaluation reports, and training related to performance management.

Future Priorities

  • Continue the implementation of LEAN practices with all branches of the Agency to develop best operating practices
  • Use data to monitor performance and drive outcomes
Author: Nicole Pollack, Agency Director     Contact Email:     Last Updated: 01-25-2019