Executive Office of Health and Human Services (EOHHS) FY20 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 2020 performance

Department of Children and Families

FY20 Metric	FY20 Target	FY20 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.	89.76% of child victims of abuse/neglect were 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.	68.1% of children exiting to reunification were 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.	15.9% of children, who could not be reunified with their biological family, were adopted within 24 months.
The percentage of children that receive a medical visit within 30 days of their home removal episode (HRE).	90% of children that receive a medical visit within 30 days of their home removal episode (HRE).	78.8% of children received a medical visit within 30 days of their home removal episode (HRE).

 

Department of Developmental Services

FY20 Metric	FY20 Target	FY20 Performance
Number of state operated group homes with standardized IT infrastructure and secure access to MAGNet state network.	50% compliance of state operated group homes with standardized IT infrastructure and secure access to MAGNet state network.	90% of state operated group homes have been wired for standardized IT infrastructure and can access the MAGNet state network.
Number of individuals/families who self-direct their services.	12% Increase of individuals/families who self-direct their services.	20% increase of individuals/families who self-direct their services.
Number of ABI/MFP residences and individuals receiving services.	20% Increase in ABI/MFP homes (approximately 25 homes); 15% increase in waiver enrollments (approximately 90-100 individuals).	37% Increase in ABI/MFP homes; 20% increase in waiver enrollments.
Compliance with Olmstead Act, Federal PASRR regulations and DDS Community Rule around lengths of stay in nursing facilities.	95% of population will be supported in the community within 180 days.	76% of population supported in the community within 180 days.

 

Department of Mental Health

FY20 Metric	FY20 Target	FY20 Performance
Percent of adults receiving Clubhouse services who are competitively employed.	25% of adults receiving Clubhouse services who are competitively employed.	23% of adults receiving Clubhouse services are competitively employed.
Processing time of adult service authorization decisions.	85% of adult service authorization decisions made within 90 days of application.	79% 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.	78.9% of child/adolescent service authorization decisions made within 90 days of application.

 

Department of Public Health

FY20 Metric	FY20 Target	FY20 Performance
Percent of calls to the 24/7 infectious disease epidemiology line that are responded to within 15 minutes.	50% of calls answered < 15 minutes.	37 % 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.	47% 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.	60% 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.	94% of families reporting that Early Intervention Services enable them to help their child develop and learn.

 

Department of Transitional Assistance

FY20 Metric	FY20 Target	FY20 Performance
In-person wait time.	75% of clients visiting the DTA office will wait 25 minutes or less.	68.33% (through March 2020) of clients visiting a DTA office waited 25 minutes or less.
Telephone wait time.	75% of callers connecting to the DTA via the Assistance Line will wait 25 minutes or less.	99.25% of callers connecting to DTA via the Assistance Line wait 25 minutes or less.
Cases closed for employment.	5% increase in TAFDC cases closed due to earned income.	5.02% increase in TAFDC cases closed due to earned income.

 

Department of Youth Services

FY20 Metric	FY20 Target	FY20 Performance
Number of committed youth that pass the English Language Arts MCAs.	90% of committed youth that pass the English Language Arts MCAs.	The annual MCAS for students was cancelled.
Turnover rate for DYS group youth workers.	90% of committed youth that pass the English Language Arts MCAs.	19% turnover for DYS group yourth workers.
Number of DYS committed youth who complete their post-secondary courses.	Increase by 5% number of DYS committed youth who complete their post-secondary courses.	64% of DYS committed youth completed their post-secondary courses.

 

Executive Office of Elder Affairs

FY20 Metric	FY20 Target	FY20 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.	95% 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.	84% of home delivered meal recipients reported that the meals help them to live independently.
Percent of caregivers who found meeting/consulting with a caregiver specialist helpful or very helpful.	96% of caregivers who found meeting/consulting with a caregiver specialist helpful or very helpful.	97% of caregivers who found meeting/consulting with a caregiver specialist helpful or very helpful.

 

EOHHS/MassHealth

FY20 Metric	FY20 Target	FY20 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.	Average of 5:22 minutes 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 8.2.
Members access to needed care.	Meet or Exceed NCQA 75th Percentile Score of 84.88% across MCO and One Care programs in 2019.	80.2% member access to needed care.

 

Massachusetts Commission for the Blind

FY20 Metric	FY20 Target	FY20 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 10% 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.	10% (4,475 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 20% number of legally blind students participating in Pre-employment Transition programs, as defined under the Workforce Innovation and Opportunity Act, and agency sponsored internships.	29% (298 students served) Increase in 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.
Number of business employers partnering with MCB.	Increase by 20% number of legally blind students participating in Pre-employment Transition programs, as defined under the Workforce Innovation and Opportunity Act, and agency sponsored internships.	48% (320 businesses employers) Increase in  the number of business employers partnering with MCB.

 

Massachusetts Commission for the Deaf & Hard of Hearing

FY20 Metric	FY20 Target	FY20 Performance
Number of filled interpreter/CART requests for medical, legal and substance use disorder services.	Increase by 25% number of filled interpreter/CART requests for medical, legal and substance use disorder services.	5.9% increase.
Number of clients receiving accessible state agency services at MCD.	Increase by 25 % number of clients receiving accessible state agency services at MCD.	38% increase.

 

Massachusetts Rehabilitation Commission

FY20 Metric	FY20 Target	FY20 Performance
Percent of consumers placed into competitive employment maintain employment for greater than 90 days.	80% increase of consumers placed into competitive employment maintain employment for greater than 90 days.	92.8% of consumers placed into competitive employment maintain employment for greater than 90 days.
Percent of annual growth in individuals with disabilities transitioned and supported in the community.	10% increase of annual growth in individuals with disabilities transitioned and supported in the community.	8.6% increase in individuals with disabilities transitioned and supported in the community.
Percent of disability claims shared with the MRC Vocational Rehabilitation Division to improve quality, effectiveness, and timeliness of services provided to individuals with disabilities across MRC divisions.	80%  of disability claims shared with the MRC Vocational Rehabilitation Division to improve quality, effectiveness, and timeliness of services provided to individuals with disabilities across MRC divisions.	97% of disability claims shared with the MRC Vocational Rehabilitation Division to improve quality, effectiveness, and timeliness of services provided to individuals with disabilities across MRC divisions.

 

Office for Refugees and Immigrants

FY20 Metric	FY20 Target	FY20 Performance
Percentage of refugees attaining employment through Refugee Employment Services who are “early employed."	35% employed within four months of arriving in the United States.	31% 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.	85% of refugees who attain employment through Refugee Employment Services and are still employed on the 90th day from the initial start date.	83% 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.	90% 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

FY20 Metric	FY20 Target	FY20 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.	100% financial assistance benefit applications processed in 21 days or less.