Report 2016-109 Recommendation 7 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 #7 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 establish and distribute a standard investigation report format that includes the required elements for the divisions to use when processing UCP complaints.

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.

California State Auditor's Assessment of Annual Follow-Up Status: Pending

Education's response does not address our recommendation to establish and distribute a standard investigation report format that includes the required elements for the divisions to use when processing UCP complaints.


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.

Currently, each UCP program office has a format that includes the required elements as outlined in the California Code of Regulations Title 5 Sections 4633 and 4664; however, Education continues to strengthen existing processes by developing standard report formats for Education's Appeal Decisions and Department Investigation Reports that include the required elements.

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.

Currently, each UCP program office has a format that includes the required elements as outlined in the California Code of Regulations Title 5 Sections 4633 and 4664; however, Education is strengthening existing processes and developing standard report formats for Education's Appeal Decisions and Department Investigation Reports that include the required elements.

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 a standard investigation report format that includes the required elements.

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.

California State Auditor's Assessment of Annual Follow-Up Status: Pending


1-Year Agency Response

While a standard investigation report is not required in law, Education addressed this recommendation by implementing the use of a customized central database, which requires entering standard information for the UCP appeals.

California State Auditor's Assessment of 1-Year Status: Pending

The documentation that Education provided does not demonstrate that the database it refers to in its response is designed to generate a standard investigation report format that includes the required elements.


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 the response. However, while a standard investigation report is not required in law, Education will address existing policies and procedures for processing complaints and appeals as deemed necessary.

California State Auditor's Assessment of 6-Month Status: Will Not Implement

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.


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, while a standard investigation report is not required in law, Education will address existing policies and procedures for processing complaints and appeals as deemed necessary.

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.

Nevertheless, Education's response indicates that it will address existing policies and procedures for processing complaints and appeals as deemed necessary.


All Recommendations in 2016-109

Agency responses received are posted verbatim.