Annual Performance Progress Report (APPR) for Fiscal Year (28-29) Proposed KPM's for Biennium (29-211) Original Submission Date: 29 Finalize Date:
28-29 KPM # 28-29 Approved Key Performance Measures (KPMs) 1 Percent of continuing education audits completed within 6 days of license renewal [even numbered years only]. 2 Percent of complaints presented to the Board within 9 days of receipt of complaint. 3 Percent of disciplinary "Final Actions" reported to the National Data Bank as required. 4 5 CUSTOMER SERVICE: Percent of customers rating their satisfaction with the agency s customer service as good or excellent : overall, timeliness, accuracy, helpfulness, expertise, availability of information. Board Best Practices - Percent of total best practices met by the Board.
I. EXECUTIVE SUMMARY Agency Mission: To protect and benefit the public by setting a strong standard of practice through the regulation of licensed professional counselors and marriage and family therapists. Contact: Becky Eklund Contact Phone: 53-378-5499 Alternate: Extension 36 Alternate Phone: Performance Summary Yellow Exception Green Exception 2.% Green 2.% Red 4.% Yellow 2.% Total: 1.% Red Green = Target to -5% Yellow = Target -6% to -15% Red = Target > -15% Exception Can not calculate status (zero entered for either Actual or Target) 1. SCOPE OF REPORT The performance measure report for the Oregon Board of Licensed Professional Counselors and Therapists includes the following measures: Percent of audits completed to ensure that licensees meet continuing education requirements Customer service survey Board best practices in conducting its work Reporting to national health care disciplinary data bank 1/14/21 Page 3 of 18
Percent of compliance cases presented to the Board within 9 days of complaint receipt 2. THE OREGON CONTEXT The slowed economy has increased the workload of the Board. Licensees from other states and licensees that retired are now applying for licenses to supplement their income. 3. PERFORMANCE SUMMARY The Board improved its performance from 28 to 29. Customer satisfaction results improved in all categories from 28 The Board met its target for reporting disciplinary information to the national Healthcare Integrity and Protection Data Bank Board is using 75% of best practices The Board improved the number of complaints presented to the board in a timely fashion 4. CHALLENGES 29 was a challenging year and a year of many changes. Those changes included: Licensing procedures Administrative rules Board membership Staff turnover Significant legislative changes 5. RESOURCES AND EFFICIENCY Continuing education audits occur every even numbered year. The agency selects 1% of its licensee renewers to submit detailed information about meeting the 4 hours of continuing education. The agency reviews the documentation to ensure that the licensees met the requirements.customer service survey: The agency used an online survey to get feedback on customer service, comparing 29 results against 28.Reporting to national health care disciplinary data bank: Since 28 when a college intern cleared the backlog of information needed to be reported and established reporting procedures, the agency has been able to keep the reporting current.contracting with outside and experienced investigators helped clear the backlog of complaint cases.updates of the agency website with online forms provided consumers and potential licensees with more accurate information about licensing processes and how to submit complaints. 1/14/21 Page 4 of 18
KPM #1 Goal Percent of continuing education audits completed within 6 days of license renewal [even numbered years only]. CONTINUING EDUCATION AUDITS Oregon Context Data Source Owner #1 Continuing Education Audits -- not linked to an Oregon Benchmark Continuing education audit rating sheets and letters to licensees comprise the source of audit data. Oregon Board of Licensed Professional Counselors and Therapists Becky Eklund 53.378.5499 ext. 3 1 Bar is actual, line is target 8 6 4 2 28 29 21 211 Data is represented by percent 1. OUR STRATEGY 1/14/21 Page 5 of 18
2. ABOUT THE TARGETS 3. HOW WE ARE DOING Continuing education audits are conducted every two years. No audits were conducted in 29. The next reporting year will be in 21. 4. HOW WE COMPARE N/A 5. FACTORS AFFECTING RESULTS 6. WHAT NEEDS TO BE DONE In January 29, the agency began and online license renewal process. In addition, instead of renewing all licenses in March of each year, licenses are now renewed during each licensee's month of birth. This change will distribute the workload, evenly through the year, which will allow for more timely audit of continuing education reports. Streamlining, consolidating, and clarifying administrative rules related to continuing education requirements will also contribute to more timely audits. 7. ABOUT THE DATA Audits are completed on even-numbered calendar years. The next reporting year is 21. 1/14/21 Page 6 of 18
KPM #2 Goal Percent of complaints presented to the Board within 9 days of receipt of complaint. COMPLAINT PRESENTATION TO BOARD Oregon Context Data Source Owner Complaint Presentation to Board is not linked to an Oregon Benchmark Source of data for this measure is from agency licensing data base. Information from the data base for complaint cases received during Oregon fiscal year 29 was entered into an excel spreadsheet.. Oregon Board of Licensed Professional Counselors and Therapists Contact: Becky Eklund, Executive Director 53.378.5499 ext. 3 1 Bar is actual, line is target 8 6 4 2 45 11 28 29 21 211 Data is represented by percent 1. OUR STRATEGY The agency established a new licensing database to track complaint cases. During fiscal year 29, the agency contracted with two retired police 1/14/21 Page 7 of 18
detectives to investigate complaints, write investigation reports and present the information to the Board for action. 2. ABOUT THE TARGETS The target is very ambitious. Oregon law allows 12 days from time complaint received until presentation of investigation report to the Board. 3. HOW WE ARE DOING The agency has improved on this performance measure. During fiscal year 28, we had only 11% of complaints that met the target. Fiscal year 29 increased to 45% of cases that met the target. 4. HOW WE COMPARE ORS allows for 12 days from the time a case is opened to when it is presented to the Board, and with authority to grant extensions beyond 12 days. 5. FACTORS AFFECTING RESULTS Several factors affecting results: The agency had no staff to investigate complaints during fiscal year 29; The Board meets only 6 times a year, during which they take action on investigations; Complex situations and complaints resulting in the need for more time to gather increased information and evidence; The Board allows licensees 3 days to respond to allegation complaints. During fiscal year 29, of the 31 complaints received, 11 of them resulted in discipline or referral to an impaired professional program. 6. WHAT NEEDS TO BE DONE The agency needs a staff person devoted to investigating complaints against licensees and to develop a criminal background check process.the Board will continue to work with colleges and universities to keep them informed of the types of complaints received by the Board so counseling students will be more aware of potential ethics violations.the Board has set a requirement that all licensees take an ethics course every two years. 7. ABOUT THE DATA 1/14/21 Page 8 of 18
The data was calculated using all complaint cases opened during fiscal year 29 and counting the elapsed number of days from when we received the complaint until the Board heard the investigation report. 1/14/21 Page 9 of 18
KPM #3 Goal Percent of disciplinary "Final Actions" reported to the National Data Bank as required. DISCIPLINE REPORTED TO NATIONAL DATA BANK Oregon Context Data Source Owner Discipline reported to national data bank; not related to an Oregon Benchmark As the Board imposes disciplinary action, formal legal documents are filed. The Board uses Final Orders to enter data into the national Healthcare Integrity Protection Data Bank. All final orders have been entered, documented by matching Board Final Orders and reports from the Healthcare Integrity and Protection Data Bank (HIPDB). Oregon Board of Licensed Professional Counselors and Therapists Becky Eklund 53.378.5499 ext. 3 1 Bar is actual, line is target 8 6 1 1 4 2 28 29 21 211 Data is represented by percent 1. OUR STRATEGY 1/14/21 Page 1 of 18
2. ABOUT THE TARGETS Entry of disciplinary data into the national databank is a federal requirement. 3. HOW WE ARE DOING We have met the target of 1%. 4. HOW WE COMPARE Not available. 5. FACTORS AFFECTING RESULTS Staff availability to enter data. 6. WHAT NEEDS TO BE DONE Now that the backlog of final actions have been entered, establish a process to enter actions as they occur. 7. ABOUT THE DATA 1/14/21 Page 11 of 18
KPM #4 Goal Oregon Context CUSTOMER SERVICE: Percent of customers rating their satisfaction with the agency s customer service as good or excellent : overall, timeliness, accuracy, helpfulness, expertise, availability of information. CUSTOMER SERVICEA measure of customer satisfaction, measuring the percent of completed surves responses with a rating of Good and Excellent. The survey measures Timeliness Accuracy Helpfulness Expertise Availability of information Comparison with other licensing boards Overall Customer Service is not linked to an Oregon Benchmark Data Source Owner An electronic customer survey was sent via electronic mail directly to all licensed counselors, all licensed marriage and family therapists, and all registered interns. During 29, the agency received more than 45 responses to the survey -- similar to the number of responses received in 28. The results are compiled, comments stored, and graphed by our online survey software. Oregon Board of Licensed Professional Counselors and Therapists Contact: Becky Eklund, Executive Director 53.378.5499 ext. 3 1/14/21 Page 12 of 18
Board of Counselors & Therapists - Customer Service 1 8 6 4 2 69 9 Accuracy 56 9 Availability of Information 9 9 9 9 9 9 73 64 59 8 57 Expertise Helpfulness Overall Timeliness 26 27 28 29 Target 21 211 8 Targets 29 = 9. 21 = 9. 211 = 9. 1. OUR STRATEGY To improve 1) Availability of information: Established a listserv for licensees and interns as one way to communicate information about current activities; Made significant changes to the agency's website to update the information and ease access Is not able to use the licensing database to communicate with all licensees via email 2) Timeliness: placed responding to calls and email messages as a high priority.3) Accuracy and expertise: the staff reviewed administrative rules during weekly staff meetings.4) Helpfulness: adopted a theme of "a kindler, gentler licensing agency", revising written information to be less bureaucratic and more personalized to address each situation. 2. ABOUT THE TARGETS The targets are ambitious. A licensing and compliance agency with a primary goal of consumer protection will likely always have dissatisfied licensure applicants and licensees. 3. HOW WE ARE DOING The ratings from 28 to 29 improved noticeably. The agency took intentional steps to focus on customer service during the last year. The survey 1/14/21 Page 13 of 18
results reflect the changes and improvements. 4. HOW WE COMPARE One of the questions on the customer service survey was "How does the service you received at OBLPCT compare to that provided by other states?" 73% of survey respondents rated the service as good or excellent compared to other licensing boards. 5. FACTORS AFFECTING RESULTS In early 29, the agency Instituted an online license renewal process Streamlined agency procedures. Increased communication with licensees and Began to include stakeholders in revising administrative rules. 6. WHAT NEEDS TO BE DONE Continue to have customer service as a high priority. Provide more forms and processes electronically The addition of a half time compliance investigator 7. ABOUT THE DATA Each licensee and registered intern received the survey via his or her email address. The data includes all survey responses received in 29.Detailed data and comments from survey responses are available from the Board office. 1/14/21 Page 14 of 18
KPM #5 Board Best Practices - Percent of total best practices met by the Board. 28 Goal Oregon Context Data Source Owner Board Best Practices Board Best Practices measure is not linked to an Oregon Benchmark Board members completed self-assessment including fifteen best practices criteria. Oregon Board of Licensed Professional Counselors and Therapists Contact: Becky Eklund, Executive Director 53.378.5499 ext. 3 1 Bar is actual, line is target 8 6 4 75 75 2 28 29 21 211 Data is represented by percent 1. OUR STRATEGY 1/14/21 Page 15 of 18
2. ABOUT THE TARGETS The Board intends to reach its goal of implementing 1% of best practices as outlined in the self-assessment criteria. The Board operates using 75% of the best practices with plans to increase that percent. 3. HOW WE ARE DOING The measure in 29 reached 75% of best practices being implemented. 4. HOW WE COMPARE N/A 5. FACTORS AFFECTING RESULTS Historically, Board members assumed that the agency administrator carried out responsibilities without active Board involvement. Board members now understand the importance of playing a more active role. 6. WHAT NEEDS TO BE DONE The Board needs to spend focused time to discuss the criteria in more depth and outline specific steps to reach their goal of 1%. 7. ABOUT THE DATA Board members have become more active and knowledgeable about the day-to-day work of the agency. 1/14/21 Page 16 of 18
Agency Mission: III. USING PERFORMANCE DATA To protect and benefit the public by setting a strong standard of practice through the regulation of licensed professional counselors and marriage and family therapists. Contact: Becky Eklund Contact Phone: 53-378-5499 Alternate: Extension 36 Alternate Phone: The following questions indicate how performance measures and data are used for management and accountability purposes. 1. INCLUSIVITY * Staff : Staff is directly involved in the results of key performance measures. * Elected Officials: N/A * Stakeholders: The agency works primarily with licensed professional counselors, marriage and family therapists, and interns working toward licensure. Other stakeholders include graduate schools that offer masters degrees in counseling and marriage and family therapy.during fiscal year 29, the agency convened several administrative rule work groups to develop and recommend changes to the agency's administrative rules. Licensees, interns, and college graduate program faculty participated in the work groups. * Citizens: A seven member Board oversees the administration of the agency. Board members, appointed by the Governor, are volunteers and represent the counseling and therapy professions, universities, and the public. 2 MANAGING FOR RESULTS Based on customer service survey responses, the agency has improved but will continue to use the information from the survey to make changes to processes, administrative rules, and information on the website to increase its responsiveness to consumers and stakeholders. 3 STAFF TRAINING Informal customer service training is ongoing, making customer service a top priority. Other training will include letter writing, enhanced database training to ensure efficiency and accuracy of KPM data.board member training will enhance members' understanding and use of best practices. 4 COMMUNICATING RESULTS * Staff : Information from performance measures are shared with Board members via email and written and oral reports during public board meetings. Weekly staff meetings provide ongoing and regular opportunities to share progress toward performance measure goals and problem solve as issues arise. * Elected Officials: The agency provides periodic updates to the Governor. Legislators will receive 1/14/21 Page 17 of 18
performance measure updates during the biennial budget process. * Stakeholders: Performance measure results will be posted on the agency's website and communicated to stakeholders via email, on a listserv, newsletters and presentations to groups. * Citizens: Performance measure results will be posted on the agency's website. 1/14/21 Page 18 of 18