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OCC reports fewer backlogged cases, lays out outreach push and intake limits
Summary
The Office of Citizen Complaints told the commission it opened 474 cases and closed 459 so far this year, highlighted outreach gains and mediations, and said intake must remain with trained investigators even as it pilots intake facilitation with community partners and audits multilingual phone access.
The Office of Citizen Complaints reported improvements in caseload management and presented a strategic outreach plan that aims to increase accessibility and cultural competence for complainants.
Director Hicks told the commission that from Jan. 1 to the meeting date the OCC had opened 474 cases and closed 459, with 20 sustained findings and 407 pending cases overall. "We've been more effective this year in managing our aging cases," Hicks said, citing use of an aging-case…
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