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Executive Office of Health and Human Services (EOHHS) FY19 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 2019 Performance

Department of Children and Families

FY19 Metric FY19 Target FY19 Performance
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. 89.25% of child victims of abuse/neglect are kept safe from subsequent acts of abuse/neglect for 6 months.
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. 65.9% of children exiting to reunification will have been reunified in less than 12-months from their entry into care.
Children adopted within 24 months. 36.6 % of children, who cannot be reunified with their biological family, will be adopted within 24 months. 13.8% of children, who cannot be reunified with their biological family, adopted within 24 months.
The percentage of children that receive a medical visit within 30 days of their home removal episode (HRE). 80% of children that receive a medical visit within 30 days of their home removal episode (HRE). 91.5% of children receive a medical visit within 30 days of their home removal episode (HRE).

 

Department of Developmental Services

FY19 Metric FY19 Target FY19 Performance
Number of DDS clients employed in the community. 1% increase of DDS clients employed in the community. 2.67% of DDS clients are employed in the community.
Number of individuals/families who self-direct their services. 12% increase of individuals/families who self-direct their services. 11.17% Increase of individuals/family who self-direct their services.
Number of individuals in a shared living placement. 12% increase in the number of individuals in a shared living placement. 4% Increase in the number of individuals in a shared living placement.
Maximize the number of individuals enrolled in our three Home and Community Based waivers. 99% enrolled in our three Home and Community Based waivers. 97.28% of individuals enrolled in DDS' three Home and Community Based waivers.

 

Department of Mental Health

FY19 Metric FY19 Target FY19 Performance
Percent of adults receiving Clubhouse services who are competitively employed. 25% of adults receiving Clubhouse services are competitively employed. 23.1% of adults receiving Clubhouse services who are competitively employed.
Percent of DMH enrolled youth receiving caring together continuum services who remain in the community without hospitalization. 80% of DMH enrolled youth receiving caring together continuum services remain in the community without hospitalization. 71% of DMH enrolled youth receiving caring together continuum services who remain in the community without hospitalization.
Processing time of adult service authorization decisions. 90% of child/adolescent service authorization decisions made within 90 days of application. 81.8% of adult service authorization decisions made within 90 days of application.
Processing time of child/adolescent service authorization decisions. 90% of child/adolescent service authorization decisions made within 90 days of application. 78.7% of child/adolescent service authorization decisions made within 90 days of application.

 

Department of Public Health

FY19 Metric FY19 Target FY19 Performance
Processing time of patient applications for the Medical Use for Marijuana Program. 95% of applications processed in 14 days or less of receipt. As of October 2018, oversight of the program transitioned to Cannabis Control Commission – Prior to the transition, DPH was on track of to meet goal.
Percent of calls to the 24/7 infectious disease epidemiology line that are responded to within 15 minutes. 50% of calls answered < 15 minutes. 60% of calls answered <15 minutes.
Percent of calls to the 24/7 infectious disease epidemiology line that are responded to within 20 minutes. 75% of calls answered <20 minutes. 73% 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. 87% of calls answered <30 minutes.
Percent of families reporting that Early Intervention Services enable them to help their child develop and learn. 95% of families reporting that Early Intervention Services enable them to help their child develop and learn. 93.9% of families reporting that Early Intervention Services enable them to help their child develop and learn.

 

Department of Transitional Assistance

FY19 Metric FY19 Target FY19 Performance
In-person wait time. 75% of clients visiting the DTA office will wait 25 minutes or less. 75% of clients visiting the DTA office will wait 25 minutes or less.
Telephone wait time. 75% of callers connecting to the DTA via the Assistance Line will wait 25 minutes or less. 90% of callers connecting to the DTA via the Assistance Line will wait 25 minutes or less.
Cases closed for employment. 5% increase in TAFDC cases closed due to earned income. 5% decrease in TAFDC cases closed due to earned income.

 

Department of Youth Services

FY19 Metric FY19 Target FY19 Performance
Number of committed youth that pass the English Language Arts MCAs. 90% of committed youth pass the English Language Arts MCAs. 91.7% of committed youth that pass the English Language Arts MCAs.
Number of assaults of staff by youth in the DYS operated residential programs. Reduce by 5% of assaults of staff by youth in the DYS operated residential programs. 23.5% reduction of assaults of staff by youth in the DYS operated residential programs.
Number of committed youth remaining in the community for 90 consecutive days from re-entry date. Increase by 5% of committed youth remaining in the community for 90 consecutive days from re-entry date. 5% Increase of committed youth remaining in the community for 90 consecutive days from re-entry date.

 

Department of Elder Affairs

FY19 Metric FY19 Target FY19 Performance
Percent of callers who rate Information and Referral as good or excellent in helping them access the information and/or services they need. 97% of callers who rate Information and Referral as good or excellent in helping them access the information and/or services they need. 94.7% of callers who rate Information and Referral as good or excellent in helping them access the information and/or services they need.
Percent of home delivered meal participants who report that the meals help them to live independently. 80% of home delivered meal participants who report that the meals help them to live independently. 83% of home delivered meal participants who report that the meals help them to live independently.

 

EOHHS/MassHealth

FY19 Metric FY19 Target FY19 Performance
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. 4:37 minutes or less to speak with a customer service representative.
Rating of MassHealth customer service satisfaction on a scale of 1 to 10. Average rating of 8.0. Average rating of 7.8 for MassHealth customer service satisfaction on a scale of 1 to 10.
Members access to needed care. Meet or Exceed NCQA 75th Percentile Score of 84.88% across MCO and One Care programs in 2018. 83.6% Members access to needed care.

 

Massachusetts Commission for the Blind

FY19 Metric FY19 Target FY19 Performance
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 5% the 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. 4.09% (4,050 individuals) Increase in the 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.
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% the number of legally blind students participating in Pre-employment Transition programs, as defined under the Workforce Innovation and Opportunity Act, and agency sponsored internships. 5.7% (230 students served) Decrease in the number of business employers partnering with MCB.
Number of business employers partnering with MCB. Increase by 10% the number of business employers partnering with MCB. 16% (216 businesses employers) Increase in  the number of business employers partnering with MCB.

 

Massachusetts Commission for the Deaf & Hard of Hearing

FY19 Metric FY19 Target FY19 Performance
Number of filled interpreter/CART requests for medical, legal and substance use disorder services. Increase by 25% the number of filled interpreter/CART requests for medical, legal and substance use disorder services. 1% Increase.
Number of clients receiving accessible state agency services at MCD. Increase by 25 % the number of clients receiving accessible state agency services at MCD. 55% Increase.

 

Massachusetts Rehabilitation Commission

FY19 Metric FY19 Target FY19 Performance
Percent annual growth in the number of high school students with disabilities served by MRC’s Vocational Rehabilitation Program, including pre-employment transition services. 10% increase in annual growth in the number of high school students with disabilities served by MRC’s Vocational Rehabilitation Program, including pre-employment transition services. 43% increase in annual growth in the number of high school students with disabilities served by MRC’s Vocational Rehabilitation Program, including pre-employment transition services.
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. 10% increase of individuals with disabilities transitioning from skilled nursing homes and facility-based care to the community and receiving ongoing support services in the community. 6% increase in individuals with disabilities transitioning from skilled nursing homes and facility-based care to the community and receiving ongoing support services in the community.
Processing time of SSA disability claims for Massachusetts citizens. 97% of disability claims for Massachusetts citizens processed in 90 days or less. 97% of disability claims for Massachusetts citizens processed in 90 days or less.

 

Office for Refugees and Immigrants

FY19 Metric FY19 Target FY19 Performance
Percentage of refugees attaining employment through Refugee Employment Services who are “early employed.” 40% employed within four months of arriving in the United States. 30% employed within four months of arriving in the United States.
Percentage of refugees who attain employment through Refugee Employment Services and are still employed on the 90th day from the initial start date. 87% of refugees who attain employment through Refugee Employment Services and are still employed on the 90th day from the initial start date. 85% of refugees who attain employment through Refugee Employment Services and are still employed on the 90th day from the initial start date.
Percentage of ORI’s Citizenship for New Americans Program (CNAP) participants who take the USCIS Citizenship exam and successfully pass the exam. 65% of ORI’s Citizenship for New Americans Program (CNAP) participants who take the USCIS Citizenship exam and successfully pass the exam. 84% of ORI’s Citizenship for New Americans Program (CNAP) participants who take the USCIS Citizenship exam and successfully pass the exam.

 

Department of Veterans' Services

FY19 Metric FY19 Target FY19 Performance
Processing time of an application for Veteran’s financial assistance benefits, also known as chapter 115 benefits. 100% applications processed in 21 days or less. 94.87% applications processed in 21 days or less.
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