1. PRS and the Survey of Organizational Excellence Texas Department of Protective and Regulatory Services Using the Survey of Organizational Excellence in Agency Planning and Development

2. PRS and the Survey of Organizational Excellence PRS Mission and Organization Survey Participation History 2001 Survey Iteration PRS Planning and the Survey

3. PRS and the Survey of Organizational Excellence The mission of the Texas Department of Protective and Regulatory Services is to protect the State’s most vulnerable citizens - children and the elderly - from abuse, neglect, and exploitation.

4. PRS and the Survey of Organizational Excellence PRS Organization Structure Child Protective Services Adult Protective Services Child-Care Licensing Prevention and Early Intervention Statewide Intake Legal Services Administration Information Technology

5. PRS and the Survey of Organizational Excellence Child Protective Services 4,603 CPS Staff (69% of all PRS Staff) Investigate reports of child abuse and neglect Ensures the safety of children while promoting the integrity and stability of families Finding permanent placements for children in care as quickly as possible

6. PRS and the Survey of Organizational Excellence Child Protective Services 2002 Data 184,924 alleged victims of abuse and neglect 125,258 CPS completed investigations 47,409 confirmed victims of child abuse/neglect 203 child-abuse related fatalities 21,146 children in PRS conservatorship 19,516 children in substitute care

7. PRS and the Survey of Organizational Excellence Adult Protective Services 649 APS Staff (10% of all PRS Staff) Investigate reports of abuse, neglect, and exploitation of elder Texans and adults with disabilities Investigate reports of abuse,neglect, and exploitation of persons served through MHMR facilities Guardianship services to prevent further abuse and for disabled children who “age out” of CPS conservatorship

8. PRS and the Survey of Organizational Excellence Adult Protective Services 2002 Data 66,143 APS completed investigations 9,237 completed MHMR investigations 42,213 confirmed cases of abuse, neglect, and/or exploitation 49,167 services delivered in in-home cases Rent/utilities restoration Emergency shelter and placement Guardianship/Legal services

9. PRS and the Survey of Organizational Excellence Child-Care Licensing 433 CCL Staff (7% of all PRS Staff) Protects children outside their home by regulating settings in which they are kept Develops minimum standards regarding health, safety, and well-being of children in care Regulates day care, 24-hour residential care, maternity homes, administrators of residential child-care facilities, and agencies that place children in foster care and adoption

10. PRS and the Survey of Organizational Excellence Child-Care Licensing 2002 Data 38,915 day care facility investigations 1,210 residential facility investigations 1,080 day care facility abuse and neglect completed investigations 727 residential facility abuse and neglect completed investigations

11. PRS and the Survey of Organizational Excellence Prevention and Early Intervention 57 PEI staff Consolidate prevention and early intervention services focused on at-risk behaviors that lead to child abuse, delinquency, running away, truancy, and school dropouts. Programs include: Communities in Schools Runaway Hotline Services to At-Risk Youth (STAR)

12. PRS and the Survey of Organizational Excellence Prevention and Early Intervention 2002 Data 33,520 registered STAR participants receiving services 44,017 runaway hotline calls taken 64,069 students served by Communities in Schools

13. PRS and the Survey of Organizational Excellence PRS’ Guiding Principles for Department Operation We protect the unprotected We find a way to get it done We manage for outcomes We focus on customer service We value our people I am PRS

14. PRS and the Survey of Organizational Excellence PRS Survey Participation History

15. PRS and the Survey of Organizational Excellence 2001 Survey is PRS’ fourth time to participate Survey results help the Department develop customer service enhancements Staff feedback tells management where time and resources need to be devoted Survey results help in on-going effort to retain and recruit staff Participation over time affords clear picture of success (or failure) of initiatives implemented due to Survey results

16. PRS and the Survey of Organizational Excellence All automated 6,671 employees invited to participate 4,000 employees responded to the survey Nearly double previous participation rate Excluding Fair Pay, PRS scored higher in 18 of 19 Constructs

17. PRS and the Survey of Organizational Excellence PRS’ Division of Management Analysis central point for survey administration and data integration and dispersal Detailed reports for each program, division, and region Assists with data interpretation for special projects Crosswalks Survey data, PRS Strategic Initiatives and Strategic Plan items into the Department’s Business Plan

18. PRS and the Survey of Organizational Excellence Building the Business Plan Operational activities identified Activities mapped to Strategic Plan items and/or Survey constructs, and/or Strategic Initiatives Department ‘master plan’ and component plans developed from database Queries and reports developed and published to track items of interest at management discretion

19. Business Plan Item PRS Strategic Initiative/SOE Constructs AreaActivityPartner OSD 19SOE: External Communication OSDDevelop and maintain e-Provider website that focuses on the relationship between the Department and its licensees and contracted providers and makes information accessible in a timely, complete, and consistent manner CCL, CPS, CAD PRS and the Survey of Organizational Excellence

21. PRS and the Survey of Organizational Excellence Data Integration Benefits of Survey Construct Integration Clear identification of activities which impact employee attitudes Tool for effective internal assessment of employee attitudes vs. operation activities Construct components (Survey questions) assist in development of targeted strategies and operation activities

22. PRS and the Survey of Organizational Excellence Data Integration Getting the information out there Entire business plan published to the Intranet and available to all employees Specialized reports generated  BP items by PRS Strategic Initiative  BP items by SOE Construct Ad hoc reporting

23. PRS and the Survey of Organizational Excellence Texas Department of Protective and Regulatory Services Using the Survey of Organizational Excellence in Agency Planning and Development