Executive Office of Health and Human Services (EOHHS) FY21 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 2021 performance

Department of Children and Families

FY21 Metric FY21 Target FY21 Performance
Children kept safe from repeat maltreatment. 94.6% of child victims of abuse/neglect are kept safe from89 89.45% 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. 63.9% 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. 8.6% 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). 77% of children received a medical visit within 30 days of their home removal episode (HRE).

 

Department of Developmental Services

FY21 Metric FY21 Target FY21 Performance
Individuals utilizing Assistive Technology services. Identify at least one individual in each of the 23 DDS Areas to provide an AT assessment and AT service. DDS utilized funding in FY21 to build infrastructure to deliver Assistive Technology services beginning in FY22. Roll out of services delayed due to COVID pandemic.
Providers offering Remote Supports and Telehealth/Telepsychiatry services. Pilot one Remote Support and/or Telehealth service per DDS (4) Regions. DDS utilized funding in FY21 to build infrastructure to deliver Remote Supports and Monitoring services beginning in FY22. Roll out of services delayed due to COVID pandemic.
Number of individuals/families who self-direct their services. 10% increase of individuals/families who self-direct their services. 16.12% increase of individuals/families who self-direct their services.
Autism Services for adults. Develop one new service/program supporting adults with ASD per DDS (4) Regions. One new service supporting the adult autism population (College Navigation) was launched in FY21.

 

Department of Mental Health

FY20 Metric FY20 Target FY21 Performance
Percent of adults receiving Clubhouse services who are competitively employed. 26% of adults receiving Clubhouse services who are competitively employed. 25% of adults receiving Clubhouse services were competitively employed.
Processing time of adult service authorization decisions. 85% of adult service authorization decisions made within 90 days of application. 82% of adult service authorization decisions made within 90 days of application.
Processing time of child/adolescent service authorization decisions. 80% of child/adolescent service authorization decisions made within 90 days of application. 85% of child/adolescent service authorization decisions made within 90 days of application.
The number of individuals who are discharged from DMH inpatient continuing care into Adult Community Clinical Services. 300 individuals discharged from DMH inpatient continuing care into Adult Community Clinical Services. 256 individuals discharged from DMH inpatient continuing care into Adult Community Clinical Services.
The number of individuals who move from Supervised Group Living settings into an apartment supported by DMH rental assistance. 180 individuals move from Supervised Group Living settings into an apartment supported by DMH rental assistance. 201 individuals moved from Supervised Group Living settings into an apartment supported by DMH rental assistance.

 

Department of Public Health

FY21 Metric FY21 Target FY21 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. 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. 84% 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% of families reporting that Early Intervention Services enable them to help their child develop and learn.

 

Department of Transitional Assistance

FY21 Metric FY21 Target FY21 Performance
In-person wait time. 80% of clients visiting the DTA office will wait 25 minutes or less. Due to pandemic, DTA local offices are closed to in-person visits. Clients are directed to use DTA Connect, DTA's mobile application and website to apply for benefits and obtain case information electronically.
Telephone wait time. 75% of callers connecting to the DTA via the Assistance Line will wait 15 minutes or less. 69% of callers connecting to the DTA via the Assistance Line waited 15 minutes or less.
TAFDC Cases with earnings. 5% increase from 2019 in TAFDC cases with earning. 35% decrease from FY20 in TAFDC cases with earnings.
SNAP Cases with earnings.  2% increase from 2019 in SNAP cases with earning. 21% decrease from FY20 in SNAP cases with earnings.
TAFDC clients in education, training activities, or paid employment. 50% of TAFDC clients participating clients in education, training activities, or paid employment. 37% of TAFDC clients participating clients in education, training activities, or paid employment.

 

Department of Youth Services

FY21 Metric FY21 Target FY21 Performance
Number of committed youth that pass the English Language Arts MCAs. 90% of committed youth will pass the English Language Arts MCAs. 92.6% of committed youth passed the English Language Arts MCAs.
Number of assaults of staff by youth in the DYS operated residential programs. Reduce by 5% the assaults of staff by youth in the DYS operated residential programs. 1.6% reduction in 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% the number of committed youth remaining in the community for 90 consecutive days from re-entry date. 7.2% decrease in the number of committed youth remaining in the community for 90 consecutive days from re-entry date.

 

Executive Office of Elder Affairs

FY21 Metric FY21 Target FY21 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% 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 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. 94% of caregivers who found meeting/consulting with a caregiver specialist helpful or very helpful.

 

EOHHS/MassHealth

FY21 Metric FY21 Target FY21 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 3:47 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 8.56.
Members access to needed care. Meet or Exceed NCQA 75th Percentile Score of 84.88% across MCO and One Care programs in 2019. Not Available
Due to the federal COVID PHE, neither MCOs or One Care were required to submit their scores.

 

Massachusetts Commission for the Blind

FY21 Metric FY21 Target FY21 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. (4,455) 76% 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. (276) 99% 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 25% number of business employers partnering with MCB. (270) 64% increase in the number of business employers partnering with MCB.

 

Massachusetts Commission for the Deaf & Hard of Hearing

FY21 Metric FY21 Target FY21 Performance
Number of filled interpreter/CART requests for medical, legal and substance use disorder services. Increase by 10% number of filled interpreter/CART requests for medical, legal and substance use disorder services. 7% increase in the number of filled interpreter/CART requests for medical, legal and substance use disorder services.
Number of clients receiving accessible state agency services at MCD. Increase by 15 % number of clients receiving accessible state agency services at MCD. 11% increase in the number of clients receiving accessible state agency services at MCD.

 

Massachusetts Rehabilitation Commission

FY21 Metric FY21 Target FY21 Performance
% of MRC Job Seekers successfully placed into competitive employment maintain employment for 90 days or greater (target: 90%). 90% of MRC Job Seekers successfully placed into competitive employment maintain employment for 90 days or greater. 88% of MRC VR consumers placed into competitive employment have maintained employment for greater than 90 days after their initial job placement.
% of Individuals served by MRC’s Community Living ABI/MFP waiver program, Statewide Head Injury Program, Supported Living Program, and Home Care Assistance Program who maintain independence in their respective communities in the Commonwealth of Massachusetts. 95% of Individuals served by MRC’s Community Living ABI/MFP waiver program, Statewide Head Injury Program, Supported Living Program, and Home Care Assistance Program who maintain independence in their respective communities in the Commonwealth of Massachusetts. 99.9% of individuals served by MRC’s Community Living Division ABI/MFP waiver program, Statewide Head Injury Program, Supported Living Program, and Home Care Assistance Program maintained independence in their respective communities in the Commonwealth of Massachusetts.
% of SSA disability claim decisions for Massachusetts Citizens processed in 90 days or less by MRC Disability Determination Services. (Target: 95% determined in 90 days or less). 95 % of SSA disability claim decisions for Massachusetts Citizens processed in 90 days or less by MRC Disability Determination Services. 95.6% of SSA disability claims decisions processed by MRC Disability Determination were processed accurately.

 

Office for Refugees and Immigrants

FY21 Metric FY21 Target FY21 Performance
Percentage of refugees attaining employment through Refugee Employment Services who are “early employed”. 32% employed within four months of arriving in the United States. 29% 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. 81% 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. 66% of ORI’s Citizenship for New Americans Program (CNAP) participants who take the USCIS Citizenship exam and successfully pass the exam. 91% 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

FY21 Metric FY21 Target FY21 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% of financial assistance benefit applications were processed within 12 days.
Processing payments of application for Veteran’s annuity program, also known as chapter 115 benefits. 100% payments processed Bi-annual. 100% of annuity program applications processed.
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