Report 2016-109 Recommendation 6 Responses
Report 2016-109: Uniform Complaint Procedures: The California Department of Education's Inadequate Oversight Has Led to a Lack of Uniformity and Compliance in the Processing of Complaints and Appeals (Release Date: January 2017)
Recommendation #6 To: Education, Department of
To ensure that it consistently processes complaints and appeals in a timely manner and that it investigates and reviews all UCP complaints and appeals in compliance with state law and regulations, by July 2017 Education should designate a central office to receive all complaints and appeals. This central office should work with divisions to establish policies and procedures for the divisions to follow when investigating UCP complaints and reviewing appeals. The procedures should identify the individuals or units responsible for investigating complaints and reviewing appeals, the steps and time frames for conducting investigations and reviews, the requirements for issuing decisions, and the documentation that should be retained in the files.
Annual Follow-Up Agency Response From October 2022
Status unchanged: Education centralized tracking of all UCP complaints and appeals through a single database, with more than 80 percent of all complaints and appeals reporting to one Assistant General Counsel; however, it is not feasible to add the remaining disbursed staff within the department to receive, evaluate and distribute the remaining complaints and appeals, which are minimal in quantity. As such, Education considers this recommendation complete and no further updates will be provided.
- Completion Date: October 2022
California State Auditor's Assessment of Annual Follow-Up Status: Pending
Education states that it will not take further actions to implement our recommendation. Further, although it states that it has established a single centralized database, with more than 80 percent of all complaints and appeals reporting to one Assistant General Counsel, it did not provide any documentation to support its claim.
- Auditee did not substantiate its claim of full implementation
- Auditee did not address all aspects of the recommendation
Annual Follow-Up Agency Response From October 2021
Education centralized tracking of all UCP complaints and appeals through a single database, and reorganized the reporting of the two major UCP offices responsible for more than 80 percent of all complaints and appeals under one Assistant General Counsel; however, Education determined that it is not feasible to add the remaining disbursed staff within the department to receive, evaluate and distribute the remaining complaints and appeals, which are minimal in quantity. Although Education will not have a centralized office for all complaints and appeals, the tracking system and processes implemented resulted in an improvement of 73 percent of all complaints and appeals meeting the statutory 60-day timeline for a response as of December 2020.The remaining 27 percent were handled within the statutory exceptions process for delays that were either beyond the control of Education, including COVID-19 related school closures, or due to the complexity of the investigation or appeal.
Additionally, Education continues to strengthen its existing processes by developing centralized policies, procedures, and templates where applicable, ensuring compliance with the UCP requirements for all complaints and appeals.
- Estimated Completion Date: December 2022
California State Auditor's Assessment of Annual Follow-Up Status: Pending
Annual Follow-Up Agency Response From November 2020
Education centralized tracking of all UCP complaints and appeals through a single database, and reorganized the reporting of the two major UCP offices responsible for more than 80 percent of all complaints and appeals under one senior manager; however, Education determined that it is not feasible to incorporate staff in other disparate and distinct programs, disbursed throughout different branches within the department, under the senior manager to receive, evaluate and distribute the remaining complaints and appeals, which are minimal in quantity. The centralized tracking system and processes implemented resulted in an improvement of 90 percent of all complaints and appeals being resolved within the statutory 60-day timeline for a response as of December 2019, and the remaining 10 percent being resolved within the statutory exceptions process for delays that were either beyond the control of Education or due to the complexity of the investigation or appeal.
Additionally, Education is strengthening its existing processes and developing centralized policies, procedures, and templates where applicable, to ensure compliance with the UCP requirements for all complaints and appeals.
- Estimated Completion Date: December 2021
California State Auditor's Assessment of Annual Follow-Up Status: Pending
Annual Follow-Up Agency Response From October 2019
Education is establishing a central UCP office to receive and process all complaints and appeals to streamline the UCP process.
Additionally, Education is developing centralized policies, procedures, and templates to ensure compliance with the UCP requirements for all complaints and appeals.
- Estimated Completion Date: December 2020
California State Auditor's Assessment of Annual Follow-Up Status: Pending
Annual Follow-Up Agency Response From October 2018
This recommendation contains two separate corrective actions requiring an update response. Since Education continues to not concur with the first recommended corrective action, full resolution is unattainable. The first part of the recommendation from the CSA states that Education should designate a central office to receive all complaints and appeals. This recommendation is duplicated in recommendations 3 through 8. Specifically, Education does not concur with the CSA's determination that a central office would ensure consistent, timely responses in compliance with state laws and regulations for all UCP complaints and appeals. In fact, a central office would add time to the process in the beginning and the end as well as provide excessive administratively burdensome demands on staff who do not have the necessary expertise or familiarity for the complex programs covered under the UCP process. Also, Education would require additional resources in order to implement a dedicated centralized UCP office.
The second part of the recommendation calls on Education to work with divisions to develop policies and procedures to ensure compliance with the UCP requirements. Education is in the process of developing centralized policies, procedures, and templates for all UCP complaints and appeals.
- Estimated Completion Date: December 2019
California State Auditor's Assessment of Annual Follow-Up Status: Pending
1-Year Agency Response
Education continues to not concur with the recommendation to designate a central office to receive all complaints and appeals for the reasons set forth in our prior responses. Education is finalizing the report to the Legislature, required by the
2017-18 State Budget Act, and will submit it in February 2018. The report will provide an update on the customized central database for tracking UCP complaints and appeals and plans to engage stakeholders to review potential legislative and regulatory changes. Education is updating policies and procedures as necessary and to be consistent with legislative and regulatory changes.
- Estimated Completion Date: December 2018
- Response Date: February 2018
California State Auditor's Assessment of 1-Year Status: Pending
6-Month Agency Response
Education continues to not concur with the recommendation to designate a central office to receive all complaints and appeals for the reasons set forth in our prior responses. In addition, while policies and procedures are not required in law, Education will address existing policies and procedures for processing complaints and appeals as deemed necessary.
Education was notified that the Legislature was interested in receiving additional information when the Senate Budget Subcommittee No. 1 proposed including the requirement for a report on legislative changes to the UCP process regarding timeframes for completion of investigations and reviews of appeals in the Senate's budget on May 17, 2017. As a result, supplemental report language was included in the 2017-18 state budget that was signed by the Governor on June 27, 2017. Education is now required to submit a report to the Legislature no later than November 30, 2017, with recommendations for any legislative changes to the Uniform Complaint Procedures (UCP) process on timeframes for completion of investigations and reviews of appeals. The required report shall also include an update on Education's efforts to centralize tracking of UCP complaints and appeals and to streamline UCP processes across divisions. Education anticipates follow-up discussions with the Legislature as a result of the information provided in the report.
- Estimated Completion Date: December 2018
- Response Date: August 2017
California State Auditor's Assessment of 6-Month Status: Pending
As we stated in the report, we believe that a central office for receiving complaints and appeals would help eliminate complainants' confusion about where to send a complaint or appeal and would streamline the process by preventing complaints and appeals from going to an incorrect division. We will review Education's future responses to this recommendation to assess its efforts in working with the Legislature to address this recommendation.
60-Day Agency Response
Education continues to not concur with the recommendation to designate a central office to receive all complaints and appeals for the reasons set forth in the response. However, Education is developing a centralized database that can increase coordination within the department. In addition, while policies and procedures are not required in law, Education will address existing policies and procedures for processing complaints and appeals as deemed necessary. Education will also initiate discussions with the Legislature in regard to establishing consistency in statute.
- Estimated Completion Date: 6/30/2018
- Response Date: April 2017
California State Auditor's Assessment of 60-Day Status: Pending
As we stated in the report, we believe that a central office for receiving complaints and appeals would help eliminate complainants' confusion about where to send a complaint or appeal and would streamline the process by preventing complaints and appeals from going to an incorrect division. Education states that it will address existing policies and procedures as deemed necessary and will initiate discussions with the Legislature in regard to establishing consistency in statute.
All Recommendations in 2016-109
Agency responses received are posted verbatim.