Mission Statement:

The Administrative Support Division (ASD) is dedicated to assisting HS departments and divisions in the delivery of their services by providing support in the areas of budget and finance, facilities, distribution and storage, emergency services, contracts, special projects, and research, outcomes and quality support in a professional, ethical and customer-oriented manner.

Accomplishments:

• During the “Hillside” and “46” fires in October of 2019, the Research Outcomes and Quality Support Unit (ROQS) provided support to Children and Family Services (CFS) by identifying 1,017 CFS dependent children who resided within five miles of either fire. ROQS further supported CFS by calling the guardians of 249 of those children to check on them and make sure they knew how to request further services.
• The HS Contracts Unit facilitated a contract with the Housing Authority of the County of San Bernardino (Housing Authority) for the provision of housing navigation services to DAAS APS At Home customers to prevent and reduce the instance of homelessness and obtain affordable housing for those in need.

Goals:

• Enhance security measures at HS buildings following County provided guidelines, including exterior camera projects.
• The Finance Unit will work to enhance internal policies and procedures to efficiently incorporate the roll-out of Travel Visa cards to staff while also incorporating required changes to HS travel practices.

Statistics:

Urbain Domond
Auditing Chief

Mission Statement:

HS Auditing works as part of the support system of HS departments to enhance the quality of life in the communities we serve by providing accurate and timely financial assistance to individuals and families in need in compliance with government requirements.

Accomplishments:

• Answered 21,194 phone calls and recovered over $30.5 million in Public Assistance overpayments in 2018.
• Answered 20,801 phone calls and recovered over $27 million in Public Assistance overpayments in 2019.
• Streamlined and strengthened the payment processing function by addressing and mitigating interface issues.
• Collaborated with ISD and ITSD to develop a new Payment Tracking System upgrading the current process to a web-based application.

Goals:

• Collaborate with HS divisions to establish business processes for new Payment Tracking System.
• Update and document HS Auditing business processes by revising the division handbook.

Statistics

• 2018: 2,814,700 assistance payments issued to county residents for over $1 billion in government aid.
• 2018: 51,306 Childcare assistance payments issued to county residents totaling $22 million.
• 2019: 2,795,076 assistance payments issued to county residents for over $1 billion in government aid.
• 2019: 41,155 Childcare assistance payments issued to county residents totaling $18 million.

David Quiroz
Administrative Manager

Mission Statement:

HS Personnel provides high quality customer service, ensuring departments have the staff needed to provide critical services to San Bernardino County residents. The division works to ensure employees receive prompt and accurate pay and benefits. Employees are also provided information, tools and training to better understand benefits, pay and opportunities for success.

Accomplishments:

• Attained a 3rd and 4th Live Scan machine enabling HS Personnel the ability to enhance service delivery at hiring events and outreach.
• Acquired the Live Scan process of IHSS individual providers at no additional cost to the public and ensuring providers complete the background process timely to begin caring for our customers.

Goals:

• Utilize portable Live Scan machines to provide assistance to remote areas and increase on-site usage at hiring events.
• Revamp the HS Personnel intranet website to enable quicker access to working tools, augmented training and access to frequently used forms for staff.

Statistics:

• 2018: 1,925 people fingerprinted via Live Scan.
• 2019: 2,209 people fingerprinted via Live Scan.

Danny Tillman
Administrator

Mission Statement:

The Information, Technology and Support Division (ITSD) integrates industry standards and best practices to support HS departments deliver services to customers.

Accomplishments:

• Assisted all HS departments in the deployment, installation and relocation of IT related equipment for new sites, as well as assisted in the deployment of cabling, monitors, amplifiers in all offices to accommodate new monitoring solutions.
• Provided HS departments with data management support where needed; support for analysis and continued the role of liaison to State contacts for testing and deployment of new or existing statewide applications, as well as provided meeting rooms as needed to accommodate any HS department requirements.

Goals:

• ITSD will align technology with business strategies by adopting new technologies, modernizing legacy applications, improving productivity, and enhancing customer service.
• ITSD will continue to support mobile computing solutions to empower mobile workers, increase effective communications, productivity, and improve service delivery.

Statistic:

• 616 mobile devices were deployed by ITSD to encourage and promote innovation within HS departments.

Trinka Landry-Bourne
Chief Learning Officer

Mission Statement:

The Performance, Education & Resource Centers (PERC) provides training and performance improvement resources, and career development and communication services. Training includes computer applications, supervision, management and leadership, organization and safety. PERC offers custom course development, facilitation and course administration and registration. Communications services include media relations, marketing, social media, videography and event planning.

Accomplishments:

• Implemented a video training platform to address Quality Control (QC) error rate within TAD called QCTV. This innovative approach to delivering error rate training has been viewed and adopted by other Counties as well as the State of California.
• Researched, developed and implemented newly restructured curriculum and application of theories for CFS and TAD Onboarding classes.

Goals:

• We are striving to continue and increase collaboration with not only San Bernardino County departments, but with other counties, the State of California, and other entities in order to enhance our services and further our ability to achieve our mission.
• We continue our goal of increasing awareness throughout the county of the services that PERC provides including organizational development, strategic planning, customized leadership development and training as well as team building and consultation.

Statistic:

• 10,887 staff trained by PERC in fiscal year 2017/18. This is an increase of 2,809 staff.

Lory Klopfer
Deputy Director

Mission Statement:

The mission of the Program Development Division (PDD) is to build a foundation for public service by providing accurate and timely program and policy development to HS departments and other agencies, through collaboration, communication, and education.

Accomplishments:

• Tracked and analyzed 930 state social services related bills, in addition to producing over 2,000 policy and procedure products for HS departments through various media platforms and publication vehicles. These products equipped the County’s public assistance agencies with vital guidelines and tools to provide essential benefits and services in innovative ways to county residents.
• Implemented and supported HS departments with enhanced program initiatives that included the CalFresh expansion to Supplemental Security Income (SSI) recipients, a CalWORKs-based home visiting program, increased access to Child Care services for foster children, and improved housing assistance for at-risk adults through the Home Safe program.

Goals:

• Apply innovative design concepts to transform and modernize program publications and thereby improve communication with county residents and promote greater community engagement in Human Services (HS) programs.
• Intensify policy support and project management for HS departments towards efficient transition to new automated operating systems in the near future. This includes the transition of:
• Consortium IV (C-IV) to the California Automated Consortium Eligibility System (CalACES),
• Child Welfare Services/Case Management System (CWS/CMS) to the CWS-New System, and
• In-Home Support Services (IHSS) providers to the Electronic Visit Verification (EVV) process.

Statistic:

• Provided program and policy development products/services to assist HS departments in meeting their business plan objectives, publishing and disseminating 9,194 policy and procedure products to support department initiatives and priorities.

Pete Mendoza
Division Chief

Mission Statement:

The Program Integrity Division (PID) services specific HS departments by providing quality assurance measures to promote safety, self-sufficiency and independence of county residents. PID’s specialized units ensure social services programs are administered fairly, equally and without system abuse.

Accomplishments:

• Participated in and/or conducted numerous investigations, hearings and case reviews.

Goals:

• Finalize resolution for POST Professional Certification for Special Investigations Unit which will foster enhanced education, training, and professionalism in our law enforcement staff.
• Continue to provide training to all other staff, customized to their vocational specializations, to facilitate quality outcomes and performance.
• Continue to cultivate communication with the departments we support to build rapport, encourage collaboration, and ensure accurate administration of benefits and services.

Statistic:

• 129,741 case reviews completed to ensure social services programs are administered effectively and efficiently for county residents with $1,486,344 established as restitution.