Audit of the Massachusetts Commission for the Blind
March 28, 2019 · Massachusetts Commission for the Blind · Read the full official report on mass.gov ↗
Published March 28, 2019 Audit covers July 1, 2016 – December 31, 2017 Under Suzanne M. Bump · 2011–2023
source
“MCB did not ensure that the information in its Accessible Web-Based Activity and Reporting Environment database was complete.”
Read the plain-English breakdown
This is a state performance audit of the Massachusetts Commission for the Blind, focused on how it ran its vocational rehabilitation program during the audit period.
“In this performance audit, we examined MCB’s administration of its vocational rehabilitation (VR) program.”
Auditors wanted to know whether MCB’s client case-management system had complete and accurate information about its vocational rehabilitation program.
“Does MCB ensure that vocational rehabilitation (VR) program information in its client case management system, Accessible Web-Based Activity and Reporting Environment (AWARE), is complete and accurate?”
The missing race information matters because it can affect federal reporting and whether the agency can show it is serving minority clients fairly.
“Inaccurate race information can affect the accuracy of MCB’s calculated minority service rate ratio and affect its ability to administer this program properly.”
If you or someone you know uses MCB vocational rehabilitation services, better records and complaint tracking could make it more likely that service problems are noticed, reviewed, and addressed.
“As a result, there is inadequate assurance that all complaints received by MCB regarding VR program dissatisfaction are tracked, reviewed, and properly addressed.”
The agency was only partly meeting the audit objective because auditors found gaps in both data completeness and complaint tracking.
“MCB does not have a standard method of tracking certain aspects of its complaint-resolution process.”
The audit recommended that MCB fix missing race information, record all complaints including informal ones, and centrally monitor complaint information.
“MCB should establish a way to centrally monitor this information to keep management aware of the nature of the complaints received and ensure that they have been sufficiently addressed in a timely manner.”
The findings are significant because MCB serves legally blind Massachusetts residents, and its records support program oversight, federal reporting, and service improvements.
“As of December 31, 2017, there were 26,976 people who were legally blind registered with MCB.”
AWARE is the case-management database MCB uses to keep records about legally blind clients and vocational rehabilitation services.
“MCB maintains a case-management system called Accessible Web-Based Activity and Reporting Environment (AWARE), which has a central database of information on the population of people in Massachusetts who are legally blind.”
What the Auditor checked
- Partially Does MCB ensure that vocational rehabilitation (VR) program information in its client case management system, Accessible Web-Based Activity and Reporting Environment (AWARE), is complete and accurate?
What the Auditor found
Why it matters: Incomplete race data can affect MCB's minority service rate ratio and its ability to properly administer the vocational rehabilitation program.
Standard: RSA Reporting Manual for the Case Service Report requirements for accurate collection, retention, timely reporting, and race information. ( Reporting Manual for the Case Service Report (RSA-911) )
2 recommendations
- MCB should enhance its case-management system to identify VR client case-service records that do not include race.agency: already implemented
- MCB should identify and correct all instances where race is not indicated on VR application records.agency: already implemented
Agency response & Auditor reply
Agency: "Because of this finding, MCB’s internal data team has made a fix to ensure that blank race fields are not an option going forward and is correcting all instances where race is not indicated on VR application records."
Auditor: "Based on its response, MCB is taking measures to address our concerns in this area."
Why it matters: Without central tracking and monitoring, process deficiencies could go undetected and MCB lacks adequate assurance that complaints are reviewed and properly addressed.
Standard: Section 1.01 of Title 111 of the Code of Massachusetts Regulations requires an orderly system for review of MCB action when applicants or recipients are dissatisfied. ( Section 1.01 of Title 111 of the Code of Massachusetts Regulations )
2 recommendations
- MCB should ensure that its staff members properly record all complaints, including informal ones, that it receives as well as the actions taken to address these complaints.agency: agreed
- MCB should establish a way to centrally monitor this information to keep management aware of the nature of the complaints received and ensure that they have been sufficiently addressed in a timely manner.agency: already implemented
Agency response & Auditor reply
Agency: "MCB agrees that although many of the complaints were solved and noted in the case notes, there was no formal tallying."
Auditor: "Based on its response, MCB is taking measures to address our concerns in this area."
More audits of this entity
Other Office of the State Auditor reports on Massachusetts Commission for the Blind .
- Audit of the Massachusetts Commission for the BlindAuthority / Commission · December 16, 2022