Report 2013-045 Recommendation 23 Responses

Report 2013-045: Bureau for Private Postsecondary Education: It Has Consistently Failed to Meet Its Responsibility to Protect the Public's Interests (Release Date: March 2014)

Recommendation #23 To: Private Postsecondary Education, Bureau for

To ensure that it closes complaints in a timely manner, the bureau should analyze its process and establish a reasonable time frame for resolving them.

1-Year Agency Response

Procedure #2013-0032 Complaint Case Handling (Attachment #16) has been updated to include reasonable time frames for resolving complaints. The Bureau is including procedures #2015-0010 Complaint Investigations Manager Responsibilities (Attachment #17) which includes review of the complaint processing procedures for reasonableness.

California State Auditor's Assessment of 1-Year Status: Fully Implemented

6-Month Agency Response

CPS's audit of the complaint process is the first priority for the process/workload analysis. This will provide solid data on the time it takes to resolve complaints. Once we know how long it actually takes to process complaints we can break the process into tasks and will be able to better hold staff accountable to specific timelines. This is the responsibility of the Bureau Chief and the Enforcement Chief.

California State Auditor's Assessment of 6-Month Status: Pending

60-Day Agency Response

CPS's audit of the complaint process is the first priority for the process/workload analysis. This will provide solid data on the time it takes to resolve complaints. Once we know how long it actually takes to rpcess complaints we can break the process into tasks and will be able to better hold staff accountable to specific timelines. This the responsibility of the Bureau Chief and the Enforcement Chief.

California State Auditor's Assessment of 60-Day Status: Pending

All Recommendations in 2013-045

Agency responses received are posted verbatim.