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33 <br />• OPC values consumer, community and stakeholder input into system <br />design, monitoring and evaluation.. <br />Customer Service Community Planners and other LME .staff attend over 30 <br />community groups and committees, including the three Community Collaboratives <br />for children. Customer Service Community Planners facilitate many of these <br />meetings and are viewed as well informed community partners. Consumers <br />participate in many of these committees, especially the Community Collaboratives <br />and subcommittees to the local Area Board. OPC has awell=documented history of <br />soliciting consumer input via satisfaction surveys, publicfiarurras and focus group <br />meetings. Currently OPC has aweb-based consumer,.satisfaction survey which is <br />consistently used. During this local business planning process, OPC developed a <br />survey, which was used by consumers, family members, community partners and <br />community providers to inform them of the process arid; to allow tti~e.m the opportunity <br />to submit recommendations for the local business plan. <br />~~~ ~ ~ <br />The following business rules inhibit the effecti~~ness and efFciency of the' Customer <br />Service Community Planning function. ~ ~ ~~~~ ~~" <br />`, <br />• OPC's current limited resources result in customer service calls being <br />answered with a live voice approximately 25%of he time. <br />OPC believes that consumers and stakeholders desire, timely responses to their <br />questions and concerns. The current live voice response often requires that <br />consumers leave a.-vocemail message. Although messages are returned within 24 <br />hours, the response is not as timely as OPC or the consumer desires and if the <br />consumer is not-available when the call is returned this results in "telephone tag" that <br />can 6e frustrating to all parties_~nvolved. OPC has identified a strategic objective to <br />double the number of calls`that.receive live3voice response within the next year. <br />`~ - - - .. <br />• Information on customer service calls and community resources is stored <br />in multiple databases anc!/or~Microsoft Word TM documents depending on <br />how the call comes into the LIME. <br />Telephone requests for information come into the LME via STR and Customer <br />Service lines. Currently Pro-FilerT"", OPC's information system, allows entry of <br />information and referral calls, but is not structured to accept information necessary <br />for tracking complaints. OPC's Customer Service and Community Planning Unit has <br />identified a strategic objective to implement aweb-based resource directory that can <br />be accessed by consumers, providers and LME staff. Data related to complaints and <br />their resolution, as well as information on community resources is maintained in a <br />Microsoft AccessT"' database. With full implementation of the Pro-FilerT"'' system, <br />OPC will be able to reduce the separate databases and consolidate all pertinent <br />information in order to effectively evaluate the provider community and perform other <br />necessary functions of the LME. <br />33 <br />