1. Anne Sapp Executive Deputy Commissioner

2. About DHS Mission The mission of the Texas Department of Human Services is to provide financial, health, and human services that promote the greatest possible independence and personal responsibility for all clients.

3. Key responsibilities to the citizens of Texas: Fostering individual choice and independence Sustaining families and individuals Stewardship of public funds About DHS Mission

4. About DHS Services Elderly persons and persons with disabilities, low-income parents and children, refugees, and victims of family violence.

5. About DHS Services – Eligibility Food Stamps TANF Medicaid

6. About DHS Services – Regulatory Regulation of providers of long-term care services

7. About DHS Services – Contracts & Quality Monitoring Reimbursement Quality Assurance

8. About DHS Workforce 14,804 employees Representative of entire state of Texas Staff in all 11 Health & Human service regions Representation in every Texas county Over 400 offices

9. Survey of Organizational Excellence: The DHS Experience

10. DHS Experience Survey History DHS has participated in the Survey of Organizational Excellence since it was first conducted in 1980

11. DHS Experience Key Goal Areas: 1.Improve Participation 2.Improve Response to Results

12. DHS Experience Goal 1: Increase Participation Past SOE Participation Rates

13. Action—Invite 100% of staff to participate in the survey. Adds value to information collected Sends message to staff that every voice/opinion counts DHS Experience Goal 1: Increase Participation

14. Improved SOE Participation Rates DHS Experience Goal 1: Increase Participation

15. Action— Administer survey online to staff.

16. DHS Experience Goal 1: Increase Participation Action— Increase agency promotional efforts

17. Survey Flyer

18. Video Message

19. DHS Experience Goal 2: Increase Response to Results Action—Communicate results to all staff Online newsletter articles Email notice with links to survey results

20. Action—Analyze results Agency wide effort Regional & program specific representation on workgroup Recommendations shared with executives DHS Experience Goal 2: Increase Response to Results

21. DHS Experience 2002 Survey Construct Consistency Trends Over Time Across Agency Benchmarks

22. Action—Develop action plans All functional areas of agency Regular follow-up Customizable DHS Experience Goal 2: Increase Response to Results

23. Next Steps Establish ongoing management action to respond to DHS employees through: Continued Tracking Web Page Future survey promotion Tie-in to other management activities

24. DHS Guiding Principles Accountability Best Business Decision Candor & Honesty Client Focus Continuous Improvement Proactive Respect