Iowa
Civil Rights Commission
Agency
Performance Plan and Action Plan
FY 2004
AGENCY PERFORMANCE PLAN
FY 2004
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Name
of Agency: Iowa Civil
Rights Commission |
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Agency
Mission: Our mission is
enforcing civil rights laws through compliance, mediation, advocacy, and education, as we support diverse economic growth. |
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Core Function |
Outcome Measure(s) |
Outcome Target |
Link to Strategic Plan
Goal(s) |
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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. |
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2.
Number of cases accepted for reimbursement by federal agencies |
2. 80%
of the cases submitted to federal agencies for reimbursement are accepted |
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Desired
Outcome(s): |
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People involved in
civil rights complaints receive timely, quality resolutions. |
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Activities, Services,
Products |
Performance Measures |
Performance Target(s) |
`Strategies/Recommended
Actions |
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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 |
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2. 80%
of all cases mediated are mediated in less than 60 days from date of
assignment |
See Action Plan |
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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
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Action Steps |
Person/Unit Responsible |
Timeline |
Resources |
Date Completed |
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1. For non-prioritized cases, pull cases in the date order
filed (by CP#) |
Screening Team |
Immediately and ongoing |
Current staff |
Completed/ongoing |
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2. Have Mediation Team send out “In” mediation letters |
Mediation Team |
Immediately and ongoing |
Current staff |
Completed/ongoing |
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3. Keep word processing (letters, forms, mail outs, etc)
to a minimum |
Screening Team |
Immediately and ongoing |
Current staff |
Completed/ongoing |
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4. Produce at least 130 cases per month |
Screening Team |
Immediately and ongoing |
Current staff |
Completed/ongoing |
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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 |
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6. Do reconsiderations timely (after 30 days are up) |
Screening Team, Assistants Attorney General, Admin. Law Judge |
September 1, 2003 |
Current staff |
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7. Provide legal updates on a regular basis |
Assistants Attorney General and ALJ |
July 1, 2003 |
Current staff |
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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
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Action Steps |
Person/Unit Responsible |
Timeline |
Resources |
Date Completed |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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8. Once compliance proof received on terms other than training, case closed within one week. |
Mediation Team |
Ongoing |
Current staff |
Completed/ongoing |
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9. If there is an impasse –
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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
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Action Steps |
Person/Unit Responsible |
Timeline |
Resources |
Date Completed |
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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 |
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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 |
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3. Each investigator sets 2 Complainant or Respondent
interviews per week minimum |
Investigation Team |
Immediately and ongoing |
Current staff |
Completed/ongoing |
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4. Set Respondent interview immediately after Complainant
interview is finished |
Investigation Team |
Immediately and ongoing |
Current staff |
Completed/ongoing |
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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 |
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6. Chart interviews before going to the next interview |
Investigation Team |
Ongoing |
Current staff |
Completed/ongoing |
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7. When charting, document only the relevant facts |
Investigation Team |
Ongoing |
Current staff |
Completed/ongoing |
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8. Talk with witnesses on the spot, unless witness has to schedule later |
Investigation Team |
Ongoing |
Current staff |
Completed/ongoing |
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9. Use telephone as much as possible, as opposed to writing letters |
Investigation Team |
Ongoing |
Current staff |
Completed/ongoing |
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10. Share investigative skills – individually and as a team |
Investigation Team |
Ongoing |
Current staff |
Completed/ongoing |
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11. Provide legal updates on a regular basis |
Assistants Attorney General and Administrative Law Judge |
July 1, 2003 |
Current staff |
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AGENCY PERFORMANCE PLAN
FY 2004
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Name
of Agency: Iowa Civil
Rights Commission |
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Agency
Mission: Our mission is
enforcing civil rights laws through compliance, mediation, advocacy, and
education, as we support diverse economic growth. |
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Core Function |
Outcome Measure(s) |
Outcome Target |
Link to Strategic Plan
Goal(s) |
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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 |
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Desired
Outcome(s): |
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People are
knowledgeable about civil rights laws and issues |
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Activities, Services,
Products |
Performance
Measures |
Performance
Target(s) |
`Strategies/Recommended
Actions |
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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 |
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% 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
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Action Steps |
Person/Unit Responsible |
Timeline |
Resources |
Date Completed |
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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) |
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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
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Action Steps |
Person/Unit Responsible |
Timeline |
Resources |
Date Completed |
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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 |
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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 |
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3. Review feedback and make appropriate adjustments in a timely fashion |
Educational Resources Team |
Immediately and ongoing |
Current staff |
Completed/ongoing |
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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 |
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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
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Action Steps |
Person/Unit Responsible |
Timeline |
Resources |
Date Completed |
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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 |
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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 |
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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) |
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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 |
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Desired
Outcome(s): |
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The Iowa Civil
Rights Commission is recognized as a leader in promoting civil rights |
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Activities, Services,
Products |
Performance Measures |
Performance Target(s) |
`Strategies/Recommended
Actions |
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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 |
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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
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Action Steps |
Person/Unit Responsible |
Timeline |
Resources |
Date Completed |
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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 |
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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
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Action Steps |
Person/Unit Responsible |
Timeline |
Resources |
Date Completed |
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1. Commissioners become involved in important civil rights
issues |
Commissioners |
Immediately and ongoing |
Current commissioners |
Completed/ongoing |
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2. Commissioners support legislation of importance to civil rights in Iowa |
Commissioners |
Immediately and ongoing |
Current commissioners |
Completed/ongoing |