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 Year End Story Behind Performance

Percent of Staff Who Met Annual Training Requirements (20 Hours or More)
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. At the year-end mark, the Agency improved from the FY 2016-17 report of 67%, but is below the target at 87%. In addition to graduating new benefits analysts and social workers from New Worker Training units, the Agency continues its focus in delivering refresher courses for staff based on quality assurance trends and changing regulations. The Agency will continue close monitoring of external training partners to ensure that relevant courses are offered to staff.
Percent of IT Application Support Incidents Resolved in Less Than Two Hours
The Agency did not meet the target of 70%, as 58% of the incidents were resolved in less than 2-hours.  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.  However, if we exclude CalWIN State-managed incidents for which we have no control over resolution time, then 64% of incidents meet the 2-hour resolution target.
Percent of Employees Evaluations Completed Annually
Performance evaluations provide employees with an assessment of how they are performing, areas for performance improvement, and align the employee’s career and growth objectives with the agency goals and expectations. The Agency set the benchmark of 90% of staff to receive performance evaluations annually. At the year-end mark, the Agency improved to 72% completion rate of annual employee evaluations, which is a 7% increase over FY 2016-17. In FY 2017-18, the Agency’s management will be held to this measure in their evaluations.  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

  • 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

Author: Nicole Pollack, Agency Director     Contact Email:     Last Updated: 08-27-2018