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BRN investigations division reports triage pilot success and plans to add eight special investigators
Summary
The investigations chief told the committee that a preliminary triage pilot showed analysts can handle less complex complaints, that investigators average 28 active cases with a 30‑case cap, and that the division is recruiting two SIs now and expects to establish eight additional special investigator positions on July 1, 2026.
Nicole Boles, BRN’s chief of investigations, briefed the committee on process improvements, staffing and training in the Investigations Division.
Boles said investigators and staff have been working with the Office of Organizational Improvement to produce 'as‑is' workflow maps and expect those maps to be completed by August 2026. She described BRN’s contribution to the Department of Consumer Affairs’ Enforcement Academy and said staff helped develop training materials for enforcement best practices.
On pilot work, Boles said a June 2025 pilot of enhanced triage and preliminary case work demonstrated analysts can effectively review, document and complete less complex complaints that do not require a field investigation. "The pilot demonstrated that preliminary fact‑gathering or less complex complaints…can be effectively reviewed, worked, documented, and completed at the analyst level," she said.
Boles told the committee that, as of April 24, 2026, full‑time special investigators carry an average of 28 active cases and that BRN is capped at 30 cases per investigator based on a 2016 CSA audit. She said the division is recruiting two full‑time special investigator positions (southern and central regions) and anticipates receiving eight additional special investigator positions on July 1, 2026.
Committee members welcomed the reported improvements and the expected hires; the item was presented as information only.
