Iowa Civil Rights Commission

Agency Performance Plan and Action Plan

FY 2004

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

AGENCY PERFORMANCE PLAN

FY 2004

 

Name of Agency: Iowa Civil Rights Commission

 

Agency Mission: Our mission is enforcing civil rights laws through compliance, mediation, advocacy, and education, as we support diverse economic growth.

 

Core Function

Outcome Measure(s)

Outcome Target

Link to Strategic Plan Goal(s)

CF:  Adjudication/dispute resolution/enforcement/investigation

1. Average number of days to complete various stages of the process

1. The length of time to complete various stages of the process does not increase

Goal #1: People involved in civil rights complaints receive timely, quality resolutions.

 

2. Number of cases accepted for reimbursement by federal agencies

2. 80% of the cases submitted to federal agencies for reimbursement are accepted

 

Desired Outcome(s): 

 

 

 

People involved in civil rights complaints receive timely, quality resolutions.

 

 

 

Activities, Services, Products

Performance Measures

Performance Target(s)

`Strategies/Recommended Actions

Responding to/resolving complaints of discrimination 

Org# 2000, 2200, 2500

1. Number of days to complete various stages of the process

1. 80% of all cases screened are screened in less than 120 days

See Action Plan

    

 

2. 80% of all cases mediated are mediated in less than 60 days from date of assignment

See Action Plan

    

 

3. 80% of all cases investigated are investigated in less than 9 months from date of assignment

See Action Plan

 

 

 

ACTION PLAN

 

Strategic Goal or Performance Target: People involved in civil rights complaints receive timely, quality resolutions – 80% of all cases screened are screened in less than 120 days

Performance Measure: Number of days to complete various stages of the process

Strategy/Recommended Action Completion of screening process in less than 120 days from date of filing

Division/Work Unit Responsible:  Screening Team    Other Units Involved: Mediation Team, Assistants Attorney General, Administrative Law Judge, and Other staff

 

 

Action Steps

Person/Unit

Responsible

 

Timeline

 

Resources

Date

Completed

1. For non-prioritized cases, pull cases in the date order filed (by CP#)

Screening Team

Immediately and ongoing

Current staff

Completed/ongoing

2. Have Mediation Team send out “In” mediation letters

 

Mediation Team

Immediately and ongoing

Current staff

Completed/ongoing

3. Keep word processing (letters, forms, mail outs, etc) to a minimum

Screening Team

Immediately and ongoing

Current staff

Completed/ongoing

4. Produce at least 130 cases per month

Screening Team

Immediately and ongoing

Current staff

Completed/ongoing

5. If screening cases get between 120-140 days old, assign additional staff to help reduce to 120 days

 

Screening Team, other staff

Immediately and ongoing

Current staff

Completed/ongoing

6. Do reconsiderations timely (after 30 days are up)

Screening Team, Assistants Attorney General, Admin. Law Judge

September 1, 2003

Current staff

 

 

7. Provide legal updates on a regular basis

Assistants Attorney General and ALJ

July 1, 2003

Current staff

 

ACTION PLAN

 

Strategic Goal or Performance Target: People involved in civil rights complaints receive timely, quality resolutions – 80% of all cases mediated are mediated in less than 60 days from date of assignment

Performance Measure: Number of days to complete various stages of the process

Strategy/Recommended Action Completion of mediation in less than 60 days from date of assignment

 

Division/Work Unit Responsible:  Mediation Team   Other Units Involved: None

 

 

Action Steps

Person/Unit

Responsible

 

Timeline

 

Resources

Date

Completed

1. Input data in data base and send out screen in/mediation letters within 2 days of receipt of case in the mediation unit

Mediation Team

Immediately and ongoing

Current staff

Completed/ongoing

2. After 3-7 days of sending letters, the mediator assigned/needing a case will call both parties (R or Rep first) to determine interest.  If R is interested, will get tentative dates.

 

Mediation Team

Immediately and ongoing

Current staff

Completed/ongoing

3. If R not interested, call C or C rep and inform about RTS, investigation, or withdrawal.  Call within 24 hours.  If can’t reach C, send letter.  Case will move to investigative unit within 7 days.

Mediation Team

Immediately and ongoing

Current staff

Completed/ongoing

4. If both parties are interested in mediation, schedule the mediation to occur within 15-30 days.

Mediation Team

Immediately and ongoing

Current staff

Completed/ongoing

5. If parties are interested in mediation, but don’t want to or can’t come together, informal (not face-to-face) mediation will be conducted.

 

Mediation Team

Immediately and ongoing

Current staff

Completed/ongoing

6. If an agreement is reached, the agreement is drawn up right then (sometimes attorney(s) may want to draft language – usually want completed within 7 days)

Mediation Team

Ongoing

Current staff

Completed/ongoing

7. Once agreement reached, try to get compliance with terms within 7-10 days, except for training, which may take longer

Mediation Team

Ongoing

Current staff

Completed/ongoing

8. Once compliance proof received on terms other than training, case closed within one week.

Mediation Team

Ongoing

Current staff

Completed/ongoing

9. If there is an impasse –

  1. If monetary terms are close, call back in a week
  2. If monetary terms are not close, case to investigative unit, or if RTS is requested, to investigative unit within 2 weeks
  3. If parties want ongoing mediation without the mediator, send to investigative unit                                                                    

 

Mediation Team

Ongoing

Current staff

Completed/ongoing

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACTION PLAN

 

Strategic Goal or Performance Target: People involved in civil rights complaints receive timely, quality resolutions – 80% of all cases investigated are investigated in less than 9 months from date of assignment

Performance Measure: Number of days to complete various stages of the process

Strategy/Recommended Action Completion of investigation in less than 9 months from the date of assignment

 

Division/Work Unit Responsible:  Investigation Team   Other Units Involved: Assistants Attorney General and Administrative Law Judge

 

 

Action Steps

Person/Unit

Responsible

 

Timeline

 

Resources

Date

Completed

1. Make contact with the Complainant within three days from the date of assignment.  If can’t reach Complainant, send CD6.

Investigation Team

Immediately and ongoing

Current staff

Completed/ongoing

2. Do analytical work at the beginning – be clear on the issues from the beginning and pursue the disputed issues – do investigative plan and timeline

 

Investigation Team

Immediately and ongoing

Current staff

Completed/ongoing

3. Each investigator sets 2 Complainant or Respondent interviews per week minimum

Investigation Team

Immediately and ongoing

Current staff

Completed/ongoing

4. Set Respondent interview immediately after Complainant interview is finished

Investigation Team

Immediately and ongoing

Current staff

Completed/ongoing

5. Use shorter time for document requests to get back – give 2 weeks instead of 30 days.  If possible, fax or e-mail document request

 

Investigation Team

Immediately and ongoing

Current staff

Completed/ongoing

6. Chart interviews before going to the next interview

Investigation Team

Ongoing

Current staff

Completed/ongoing

7. When charting, document only the relevant facts

Investigation Team

Ongoing

Current staff

Completed/ongoing

8. Talk with witnesses on the spot, unless witness has to schedule later

Investigation Team

Ongoing

Current staff

Completed/ongoing

9. Use telephone as much as possible, as opposed to writing letters

 

Investigation Team

Ongoing

Current staff

Completed/ongoing

10. Share investigative skills – individually and as a team

Investigation Team

Ongoing

Current staff

Completed/ongoing

11. Provide legal updates on a regular basis

Assistants Attorney General and Administrative Law Judge

July 1, 2003

Current staff

 

 

 

 

 

 

 

 

 

 

 

 

 

AGENCY PERFORMANCE PLAN

FY 2004

 

Name of Agency: Iowa Civil Rights Commission

 

Agency Mission: Our mission is enforcing civil rights laws through compliance, mediation, advocacy, and education, as we support diverse economic growth.

 

Core Function

Outcome Measure(s)

Outcome Target

Link to Strategic Plan Goal(s)

CF:  Education

% of customers indicating they will use the educational information or materials they have received

80% of survey respondents indicate information/materials will be useful

Goal #2: People are knowledgeable about civil rights laws and issues

 

 

 

 

Desired Outcome(s): 

 

 

 

People are knowledgeable about civil rights laws and issues

 

 

 

Activities, Services, Products

Performance Measures

Performance Target(s)

`Strategies/Recommended Actions

 

 

 

 

Providing educational services to staff and the public  through presentations and educational materials

Org# 2200

%  of complaints regarding timeliness of response to requests for presentations/information

1. 0 % of complaints regarding timeliness of response to requests for presentations/information

See Action Plan

 

 

 

 

% of customers rating service satisfactory or better

2.  80% of survey respondents indicate satisfaction with presentations and materials

See Action Plan

 

 

 

 

 

 

ACTION PLAN

 

Strategic Goal or Performance Target: People are knowledgeable about civil rights laws and issues

Performance Measure: Number of complaints regarding timeliness of response to requests for presentations/information

Strategy/Recommended Action: No complaints regarding timeliness of response to requests for presentations/information

 

Division/Work Unit Responsible:  Educational Resources Team    Other Units Involved: Administrative/Fiscal Division

 

 

Action Steps

Person/Unit

Responsible

 

Timeline

 

Resources

Date

Completed

Respond promptly (within 24 hours) to requests for presentations or materials

Educational Resources Team/Administrative Division

Immediately and ongoing

Current staff; (need assigned phone number and e-mail address for ed resources)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACTION PLAN

 

Strategic Goal or Performance Target: People are knowledgeable about civil rights laws and issues

Performance Measure: % of customers rating presentations satisfactory or better

Strategy/Recommended Action: Effective and useful educational presentations

 

Division/Work Unit Responsible:  Educational Resource Team            Other Units Involved: Administrative/Fiscal Division

 

 

Action Steps

Person/Unit

Responsible

 

Timeline

 

Resources

Date

Completed

1. All presentations are available in Powerpoint and hardcopy (alternative formats are available upon request)

Educational Resources Team/Administrative Division

Immediately and ongoing

Current staff; need approval if alternative formats are needed

Completed/ongoing

2. Determine specific customer needs and adapt presentations and feedback methodology to those needs for style and format

Educational Resources Team

Immediately and ongoing

Current staff

Completed/ongoing

3. Review feedback and make appropriate adjustments in a timely fashion

Educational Resources Team

Immediately and ongoing

Current staff

Completed/ongoing

4. Use current technology to enhance effectiveness of presentations

Educational Resources Team/Administrative Division

September 30, 2003

Current staff, need sound cards and a portable screen

 

 

 

 

 

 

ACTION PLAN

 

Strategic Goal or Performance Target: People are knowledgeable about civil rights laws and issues

Performance Measure: % of customers rating materials satisfactory or better

Strategy/Recommended Action:  Effective and useful educational materials

 

Division/Work Unit Responsible:  Educational Resources Team    Other Units Involved: Administrative/Fiscal Division

 

 

Action Steps

Person/Unit

Responsible

 

Timeline

 

Resources

Date

Completed

1. Have sufficient resources to ensure the materials are current, accurate, and the best possible

Educational Resources Team/Administrative Division

Immediately and ongoing

Current staff; need to update video library

Ongoing

2. Make sure materials are available in alternative formats

Educational Resources  Team/Administrative Division

Immediately and ongoing

Current staff; need approval when alternative formats are needed

Completed/ongoing

3. Review all materials periodically to determine accuracy and appropriateness

Educational Resources Team

Immediately and ongoing

Current staff

Completed/ongoing

 

 

 

 

 

 

 

 

 

AGENCY PERFORMANCE PLAN

FY 2003

 

Name of Agency: Iowa Civil Rights Commission

 

Agency Mission: Our mission is enforcing civil rights laws through compliance, mediation, advocacy, and education, as we support diverse economic growth.

 

Core Function

Outcome Measure(s)

Outcome Target

Link to Strategic Plan Goal(s)

CF:  Advocacy

% of survey respondents  (from survey mailed to customer groups in Iowa) indicating Iowa Civil Rights Commission is an effective leader in promoting civil rights

Greater than 50% of survey respondents indicate Iowa Civil Rights Commission is an effective leader in promoting civil rights

Goals #3: The Iowa Civil Rights Commission is recognized as a leader in promoting civil rights

Desired Outcome(s): 

 

 

 

The Iowa Civil Rights Commission is recognized as a leader in promoting civil rights

 

 

 

Activities, Services, Products

Performance Measures

Performance Target(s)

`Strategies/Recommended Actions

 

 

 

 

Advocacy by commissioners

Org# 2000

1. Number of civil rights projects the Iowa Civil Rights Commission participates/collaborates in

1. The Iowa Civil Rights Commission participates/collaborates in at least 2 major civil rights projects each year

See Action Plan

 

2. Number of hours Commissioners spend on civil rights related projects

2. Commissioners spend at least 8 hours/month on civil rights related projects

See Action Plan

 

 

 

 

 

ACTION PLAN

 

Strategic Goal or Performance Target: The Iowa Civil Rights Commission is recognized as a leader in promoting civil rights

Performance Measure: Number of civil rights projects the Iowa Civil Rights participates/collaborates in

Strategy/Recommended Action: The Iowa Civil Rights Commission participates/collaborates in at least 2 major civil rights projects each year

 

Division/Work Unit Responsible:  Commissioners            Other Units Involved: Others as needed

 

 

Action Steps

Person/Unit

Responsible

 

Timeline

 

Resources

Date

Completed

1.  Commissioners are aware of what is happening regarding civil rights issues in their communities and across the state

Commissioners

Immediately and ongoing

Current commissioners

Completed/ongoing

2. Commissioners make contact with various groups to share our interest in being involved in important civil rights issues/projects

Commissioners

Immediately and ongoing

Current commissioners

Completed/ongoing

 

 

 

 

 

 

 

 

 

 

 

 

 

 

ACTION PLAN

 

Strategic Goal or Performance Target: The Iowa Civil Rights Commission is recognized as a leader in promoting civil rights

Performance Measure: Number of hours Commissioners spend on civil rights related projects

Strategy/Recommended Action: The Commissioners spend at least 8 hours/month on civil rights projects

 

Division/Work Unit Responsible:  Commissioners            Other Units Involved: Others as needed

 

 

Action Steps

Person/Unit

Responsible

 

Timeline

 

Resources

Date

Completed

1. Commissioners become involved in important civil rights issues

Commissioners

Immediately and ongoing

Current commissioners

Completed/ongoing

2. Commissioners support legislation of importance to civil rights in Iowa

Commissioners

Immediately and ongoing

Current commissioners

Completed/ongoing