Executive Office of Health and Human Services (EOHHS) FY23 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 2023 performance

Department of Children and Families

FY23 Metric FY23 Target
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.
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.
Children adopted within 24 months. 36.6% 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). 90% of children that receive a medical visit within 30 days of their home removal episode (HRE).

 

Department of Developmental Services

FY23 Metric FY23 Target
Individuals utilizing Remote Support and Monitoring services. Identify and support at least one new individual in each of the 4 DDS regions to utilize remote supports and monitoring services.
Individuals utilizing Assistive Technology services. Identify at least one new individual in each of the 23 DDS Areas that would benefit from an evaluation of AT needs and AT services.
Number of individuals/families who self-direct their services. 10% increase in individuals/families who self-direct their services.

 

Department of Mental Health

FY23 Metric FY23 Target
Processing time of adult service authorization decisions. 85% of adult service authorization decisions made within 90 days of application.
Processing time of child/adolescent service authorization decisions. 85% of child/adolescent service authorization decisions made within 90 days of application.
Percent of adults receiving Clubhouse services who are competitively employed. 26% of adults receiving Clubhouse services who are competitively employed.
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.
The number of individuals who move from Supervised Group Living settings into an apartment supported by DMH rental assistance. 200 individuals move from Supervised Group Living settings into an apartment supported by DMH rental assistance.

 

Department of Public Health

FY23 Metric FY23 Target
Percent of WIC participants with avoidable terminations due to missed follow-up appointments/benefit issuance. <1.5% of participants are terminated from the WIC program due to missed follow-up appointments/benefit issuance.
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.
Percent of calls to the 24/7 infectious disease epidemiology line that are responded to within 15 minutes. 50% 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.
Percent of calls to the 24/7 infectious disease epidemiology line that are responded to within 30 minutes. 80% of calls answered <30 minutes.

 

Department of Transitional Assistance

FY23 Metric FY23 Target
Telephone wait time. 75% of callers connecting to DTA via the Assistance Line will wait 15 minutes or less.
Application submissions. 75% of applications submitted via DTAConnect.
New application processing times. 85% of cases processed within 14 days.

 

Department of Youth Services

FY23 Metric FY23 Target
The percentage of DYS staff that complete the Race, Equity, and Inclusion (REI) training that will cover terms and concepts commonly, used when discussing types of racism, ways that racism is perpetuated, how to have productive conversations on racism, and how youth may be affected by racism and inequitable behaviors. 90% of DYS staff will have completed REI training.
Decrease in the number of assaults in DYS residential programs. 5% decrease of in the number of assaults in DYS residential programs.

 

Executive Office of Elder Affairs

FY23 Metric FY23 Target
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.
Percent of home delivered meal participants who report that the meals help them to live independently. 85% of home delivered meal participants who report 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.

 

EOHHS/MassHealth

FY23 Metric FY23 Target
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.
Rating of MassHealth customer service satisfaction on a scale of 1 to 10. Average rating of 8.0.
Member access to needed care. Meet or exceed NCQA 75th percentile score of 86.52 across MCO and One Care programs in 2022.

 

Massachusetts Commission for the Blind

FY23 Metric FY23 Target
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% 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 the number of eye doctors using electronic registrations. 50% Increase in the number of eye doctors using electronic registration.
% of Individuals served by MCB’s independent living social rehabilitation program who maintain independence in their respective communities in the Commonwealth of Massachusetts. 80% of Individuals served by MCB’s independent living social rehabilitation program who maintain independence in their respective communities in the Commonwealth of Massachusetts.

 

Massachusetts Commission for the Deaf & Hard of Hearing

FY23 Metric FY23 Target
Number of clients receiving accessible state agency services at MCD. Increase by 10% number of clients receiving accessible state agency services at MCD.
Number of interpreters and CART providers available to fulfill MCDHH communication access requests. Increase by 10% the number of interpreters and CART providers available to fulfill MCDHH communication access requests.

 

Massachusetts Rehabilitation Commission

FY23 Metric FY23 Target
% of residents of MA who receive accurate determinations of their SSDI and SSI claims. MRC-DDS will meet the Federally mandated quality threshold measure of 90.7% to ensure the residents of MA receive accurate determinations of their SSDI and SSI claims.
% of MRC VR consumers obtaining measurable skills gain which includes any of the following:
  • Attainment of secondary school diploma (high school) or its recognized equivalent (Hi-Set)
  • Secondary/Post-Secondary Progression (e.g, Transcript/report card showing 12 credits attained)
  • Satisfactory progress report toward established milestone (e.g. OJT, etc.).
  • Successful passage of a required exam (e.g. occupational, knowledge-based, etc.).
30% of MRC VR consumers obtain measurable skills gain.
% of Individuals served by MRC’s Community Living ABI/MFP waiver program, Statewide Head Injury Program, Supported Living Program, and Home Care Assistance Program 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 maintain independence in their respective communities in the Commonwealth of Massachusetts.

 

Office for Refugees and Immigrants

FY23 Metric FY23 Target
Percentage of refugees attaining employment through Refugee Employment Services who are “early employed.” 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. 80% 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. 60% 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

FY23 Metric FY23 Target
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.
Processing payments of application for Veteran’s annuity program, also known as chapter 115 benefits. 100% payments processed bi-annual.
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