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 (as of 12/31/18)
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 89.15% 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. 68.9% of child victims of abuse/neglect are kept safe from subsequent acts of abuse/neglect for 6 months
Children adopted within 24 months 36.6 % of children, who cannot be reunified with their biological family, will be adopted within 24 months 12.7% of children, who cannot be reunified with their biological family, will be adopted within 24 months
The percentage of children that receive a medical visit within 30 days of their home removal episode (HRE) 80% 81.9% of children that receive a medical visit within 30 days of their home removal episode (HRE)

 

Department of Developmental Services 

FY19 Metric FY19 Target FY19 Performance (as of 12/31/18)
Number of DDS clients employed in the community 1% increase On track to meet 1% of DDS clients employed in the community
Number of individuals/families who self-direct their services 12% increase 4.6% Increase of individuals/families who self-direct their services
Number of individuals in a shared living placement 12% increase  6% 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% enrollment 94% enrolled in our three Home and Community Based waiverst

 

Department of Mental Health

FY19 Metric FY19 Target FY19 Performance (as of 12/31/18)
Percent of adults receiving Clubhouse services who are competitively employed 25% 23% 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% 78% of DMH enrolled youth receiving caring together continuum services who remain in the community without hospitalization
Processing time of adult service authorization decisions 80% of adult service authorization decisions made within 90 days of application 80% 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 73% of child/adolescent service authorization decisions made within 90 days of application

 

Department of Public Health

FY19 Metric FY19 Target FY19 Performance (as of 12/31/18)
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 61% 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% 93.07% 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 (as of 12/31/18)
In-person wait time 75% of clients visiting the DTA office will wait 25 minutes or less 69% 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 60% 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 1.04% increase in TAFDC cases closed due to earned income

 

Department of Youth Services

FY19 Metric FY19 Target FY19 Performance (as of 12/31/18)
Number of committed youth that pass the English Language Arts MCAs. 90% 93% 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% 13% Increase 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% 16% 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 (as of 12/31/18)
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% 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% 83% of home delivered meal participants who report that the meals help them to live independently

 

EOHHS/MassHealth

FY19 Metric FY19 Target FY19 Performance (as of 12/31/18)
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 6:13 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 7.7
Members access to needed care Meet or Exceed NCQA 75th Percentile Score of 84.88% across MCO and One Care programs in 2018 84.5% Members access to needed care

 

Massachusetts Commission for the Blind

FY19 Metric FY19 Target FY19 Performance (as of 12/31/18)
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% 2,386 individuals served to date. On track to meet goal
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% 192 individuals served, on track to meet goal
Number of business employers partnering with MCB Increase by 10% 136 business partners, on track to meet goal

 

Massachusetts Commission for the Deaf & Hard of Hearing

FY19 Metric FY19 Target FY19 Performance (as of 12/31/18)
Number of filled interpreter/CART requests for medical, legal and substance use disorder services Increase by 25% 13% Increase
Number of clients receiving accessible state agency services at MCD Increase by 25 % 9% Increase

 

Massachusetts Rehabilitation Commission

FY19 Metric FY19 Target FY19 Performance (as of 12/31/18)
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 40% 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 On track to meet 10% of 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 (as of 12/31/18)
Percentage of refugees attaining employment through Refugee Employment Services who are “early employed” 40% employed within four months of arriving in the United States 28% 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% 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% 93% 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 (as of 12/31/18)
Processing time of an application for Veteran’s financial assistance benefits, also known as chapter 115 benefits 100% 94.49% applications processed in 21 days or less
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