February 2009 - Indicator 16

The percentage of signed written complaints resolved within the 60-day timeline or an extended timeline improved from 82.82 percent in 2006-07 to 96.755 percent in 2007-08. This was achieved in spite of a significant increase from a total of 210 signed complaints in 2006-07 to 380 in 2007-08.

In 2007-08, five of the seven Special Education Quality Assurance (SEQA) Regional Offices completed the investigation of complaints at a 95 or higher percentage rate. The two regional offices where the percentage of timely complaints was less than 95 percent have fewer than ten complaints a year. A single late complaint in these offices significantly affects their performance percentage.

Staff have been trained on the use of the Comprehensive Special Education Information System (CSEIS) to calculate and monitor the 60-day timeline. SEQA supervisors have been trained on the use of 60-day timeliness reports and have consistently used the reports in supervision with staff.

In 2007-08, SEQA Managers and Regional Associates were trained on the implementation of CSEIS and strategies to improve timely completion of complaint investigations. Strategies were developed and implemented as follows:

New procedures for State complaints were written and distributed. A question and answer document, outlining new procedures for filing State complaints, was drafted and is scheduled to be posted on the State website.

New protocol for investigating State complaints was written and distributed.

Three-day training on investigating State complaints was provided by an outside consultant in the fall of 2008. All Vocational and Educational Services for Individuals with Disabilities (VESID) SEQA and policy staff participated in this training.

In 2007-08, given the complexity of the New York City (NYC) educational system and the large numbers of students served, a coordinated set of activities was undertaken, highlighted by the following:

NYC SEQA staff conduct regularly scheduled meetings with central office special education administrative and supervisory staff of the New York City Department of Education (NYCDOE) and Deputy Executive Directors of Special Education of the Regional Integrated Service Centers to review and address systemic issues and individual State complaints.
NYC SEQA staff and professional development specialists from the VESID funded Special Education Training and Resource Center (SETRC) in NYC provide technical assistance and professional development to districts/school personnel on systemic State complaint issues.
VESID staff responsible for CSEIS conduct routine visits to the NYC SEQA regional office to address any issues/concerns regarding the Regional Associates' data entry of State complaint information into the CSEIS system.
NYCDOE has appointed impartial hearing liaisons in each of the five Integrated Service Centers to oversee the implementation of hearing officers' decisions.

FFY	Measurable and Rigorous Target
FFY 2007 (2007-08)	100 percent of signed written complaints will be resolved within the 60-day timeline or a timeline extended for exceptional circumstances with respect to a particular complaint.

7/1/2007 - 6/30/2008 Table 7: Section A, Written Signed Complaints
(1) Signed, written complaints total	380
(1.1) Complaints with reports issued	339
(a) Reports with findings	219
(b) Reports within timeline	321
(c) Reports within extended timelines	7
(1.2) Complaints withdrawn or dismissed	41
(1.3) Complaints pending	0
(a) Complaint pending a due process hearing	0
Percent = 321 [1.1(b)] + 7[1.1(c)] = 328 divided by 339 [1.1] times 100 = 96.755%.