Executive Office of Health and Human Services (EOHHS) FY18 data-driven performance

Learn how EOHHS uses data to improve your experience with state government.

The Baker-Polito administration is working hard to improve your experience with state government. To that end, EOHHS has been asked to identify our critical constituent-facing services and to track our ongoing efforts to improve their delivery. By selecting key metrics and measuring performance against annual targets, our goal is to provide you with the resources you need as simply, efficiently, and transparently as possible.

You can find out which metrics our agencies are tracking and how they’re performing on this page.

EOHHS' Fiscal Year 2018 performance

Department of Children and Families

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Children kept safe from repeat maltreatment	94.6% of child victims of abuse/neglect are kept safe from subsequent acts of abuse/neglect for 6 months	89.82%
Permanency in 12 months for children exiting DCF care	75.2% of children exiting to reunification will have been reunified in less than 12-months from their entry into care.	71.10%
Children adopted within 24 months	36.6 % of children, who cannot be reunified with their biological family, will be adopted within 24 months	14.60%
The percentage of children that receive a medical visit within 30 days of their home removal episode (HRE)	80%	72.7% (as of November 2017)

Department of Developmental Services

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Number of DDS clients employed in the community	5 % increase	On track to meet target
Number of individuals/families who self-direct their services	11% increase	On track to meet target
Number of individuals in a shared living placement	19% increase	On track to meet target
Maximize the number of individuals enrolled in our three Home and Community Based waivers	99% enrollment rate	99.4% enrollment rate through 7 months

Department of Mental Health

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Percent of adults receiving Clubhouse services who are competitively employed	25%	22.30%
Percent of DMH enrolled youth receiving caring together continuum services who remain in the community without hospitalization	80%	78%
Processing time of adult service authorization decisions	85% of adult service authorization decisions made within 90 days of application	74.20%
Processing time of child/adolescent service authorization decisions	90% of child/adolescent service authorization decisions made within 90 days of application	77.10%

Department of Public Health

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Processing time of patient applications for the Medical Use for Marijuana Program	95% of applications processed in 14 days or less of receipt	99.93%
Percent of calls to the 24/7 infectious disease epidemiology line that are responded to within 15 minutes	50% within 15 minutes	62% of calls answered < 15 minutes
Percent of calls to the 24/7 infectious disease epidemiology line that are responded to within 20 minutes	75% within 20 minutes	76% of calls answered <20 minutes
Percent of calls to the 24/7 infectious disease epidemiology line that are responded to within 30 minutes	80% of calls answered <30 minutes	89% of calls answered <30 minutes
Percent of families reporting that Early Intervention Services enable them to help their child develop and learn	98%	93.55%

Department of Transitional Assistance

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
In-person wait time	75% of clients visiting the DTA office will wait 25 minutes or less	64%
Telephone wait time	75% of callers connecting to the DTA via the Assistance Line will wait 25 minutes or less	57%
Cases closed for employment	10% increase in TAFDC cases closed due to earned income	3.60%

Department of Youth Services

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Number of committed youth that pass the English Language Arts MCAs.	90%	90.20%
Number of assaults of staff by youth in the DYS operated residential programs	Reduce by 5%	On track to meet target
Number of committed youth remaining in the community for 90 consecutive days from re-entry date	Increase by 5%	On track to meet target

Executive Office of Elder Affairs

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Percent of callers who rate Information and Referral as good or excellent in helping them access the information and/or services they need	97%	96%
Percent of home delivered meal participants who report that the meals help them to live independently	80%	78%

EOHHS/MassHealth

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Call wait time for members and applicants at the MassHealth Customer Service Center	Average 5 minutes or less to speak with a customer service representative	7:42 minutes
Rating of MassHealth customer service satisfaction on a scale of 1 to 10	Average rating of 8.0	7.6
Members access to needed care	Meet or Exceed NCQA 75th Percentile Score of 84.88% across MCO and One Care programs in 2017	82.48%

Massachusetts Commission for the Blind

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Number of legally blind individuals receiving blindness critical specialized wrap-around services (Orientation and Mobility, Rehabilitation Teaching & Assistive Technology) leading to productive independence and full community participation	Increase by 10%	Not on track to meet target
Number of legally blind students participating in Pre-employment Transition programs, as defined under the Workforce Innovation and Opportunity Act, and agency sponsored internships	Increase by 15%	On track to meet target
Number of business employers partnering with MCB	Increase by 10%	On track to exceed target

Massachusetts Commission for the Deaf & Hard of Hearing

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Number of filled interpreter/CART requests for medical, legal and substance use disorder services	Increase by 25%	Not on track to meet target
Number of clients receiving accessible state agency services at MCD	Increase by 25%	Not on track to meet target

Massachusetts Rehabilitation Commission

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Percent annual growth in the number of high school students with disabilities served by MRC’s Vocational Rehabilitation Program, including pre-employment transition services	20% increase	On track to exceed target
Percent of individuals with disabilities transitioning from skilled nursing homes and facility-based care to the community and receiving ongoing support services in the community	15% increase	On track to meet target

Office for Refugees and Immigrants

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Percentage of refugees attaining employment through Refugee Employment Services who are “early employed”	43% employed within four months of arriving in the United States	30%
Percentage of refugees who attain employment through Refugee Employment Services and are still employed on the 90th day from the initial start date	86%	89%
Percentage of ORI’s Citizenship for New Americans Program (CNAP) participants who take the USCIS Citizenship exam and successfully pass the exam	65%	80%

Department of Veterans' Services

FY18 Metric	FY18 Target	FY18 Performance (as of 12/31/17)
Processing time of an application for Veteran’s financial assistance benefits, also known as chapter 115 benefits	95% of applications processed in 20 days or less	94.23%