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Investigations division reports process mapping, triage pilot and high caseloads
Summary
Deputy Chief Nicole Burrows told the committee investigations completed 20 of 32 mapped processes, launched an enhanced‑triage pilot assigning an AGPA preliminary work, and continues to face high caseloads with investigators averaging 29 active cases.
Nicole Burrows, the board’s deputy chief of investigations, updated the committee on investigations work flow mapping, a new triage pilot and staffing and caseload metrics.
Burrows said investigations identified 32 processes to map and completed 20 of those mappings. The bureau partnered with the Department of Consumer Affairs and launched an enhanced triage and preliminary‑casework pilot on June 10, 2025. Under the pilot an associate governmental program analyst (AGPA) is assigned more than 30 investigations to perform preliminary document collection, identify subject nurses and gather chronologies before cases are assigned to special investigators. The pilot originally was scheduled to conclude October 8, 2025 but was extended 120 days to collect more data.
Burrows reported that, as of October 3, 2025, full‑time special investigators have an average of 29 active cases. Investigations is fully staffed with 21 special investigator positions plus 2 limited‑term special investigators and 1 retired‑annuitant special investigator. Burrows and supervising investigators continue to work cases to help manage the high caseloads.
Committee members voiced concern about sustained increases in referrals and the role of media‑driven spikes (for example FBI/Nightingale‑related matters and social‑media complaints) in inflating complaint counts. Burrows and other staff said FBI/Nightingale and similar incidents did inflate referral numbers and that social‑media complaints are often resolved at complaint intake and do not always proceed to investigation.
Members also asked about new case types and Burrows said investigations has seen an increase in IV hydration/therapy cases and med‑spa matters, including confusion among RNs about when an activity constitutes compounding versus medication administration. Staff said outreach and education to nursing programs and continuing messaging with allied healing‑arts boards are planned.
