Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Enforcement topic
No spam. Unsubscribe anytime.
Enforcement and investigations update: caseloads, staffing and processing timelines reported to board
Summary
Enforcement staff reported an ongoing increase in public complaint volumes and longer processing times; the investigations division said it is at full investigator capacity and expects a new hire in June. Staff urged continued review of case workflows and highlighted pending attorney‑general time as a major driver of total processing time.
Board staff provided updates May 29 on enforcement, investigations, probation and related performance metrics.
Shannon Johnson, enforcement division chief, presented complaint intake, citation and fine, discipline, probation and total case‑processing statistics. Staff reported complaint intake rose in prior years (driven in part by media attention to specific cases) and that a substantial fraction of cases remain pending with the Attorney General’s Office. Johnson said the citation unit moved into the discipline unit in April and that probation staff are improving website Q&A and portal tools.
Nicole Bowles, investigations division chief, said investigators are working at full capacity. She reported 28 investigators and management staff are handling caseloads, with an average of 27 cases per full‑time special investigator as of May 2025. Bowles said the division is recruiting; a selected candidate is expected to start June 2, which will bring the unit to full staffing. Temporary staff resources (retired annuitant and limited‑term special investigators) are also assisting.
Staff pointed to workflow mapping with the Department of Consumer Affairs’ Office of Organizational Improvement and ongoing implementation of audit recommendations. The board was shown graphs of referred, pending and completed cases for both BRN and the Division of Investigation and performance measures used in Department reports. Staff urged attention to case triage, complaint prioritization and data quality to meet statutory timelines.
No formal board action was taken; the briefing was informational. Board members discussed staffing and whether increased workload should drive budget or resource requests during the upcoming budget and sunset reviews.
