Illinois Department of Human Services employees have worked excessive overtime — with one worker more than tripling their annual salary of $66,000 — which could have an adverse effect on people in the department’s care, a state audit released earlier this month found. The Dec. 4 report from Illinois Auditor General Frank Mautino’s office, which covered fiscal years 2021 through 2023, also found that misconduct allegations within IDHS have increased and that the department’s inspector general’s office has been slower to investigate complaints. The report lays out the latest problems for an agency still dealing with fallout from accusations that a downstate mental health center repeatedly covered up staff misconduct amid allegations of abuse and neglect of residents. The report noted that due to a high number of allegations, it’s likely that many of the same issues documented at Choate Mental Health and Developmental Center in Anna exist at other centers. The overtime issues detailed in the report are eye-opening. In fiscal year 2023, IDHS reported that 70% of the more than 7,200 employees at its state-operated facilities had overtime that accumulated a total of 1,606,962 hours. Of those, 330 employees tallied more than 1,000 hours in OT, the audit found. A worker with an annual pay rate of $66,000 logged 3,331 hours in overtime during the fiscal year and collected $227,800 in gross pay during the calendar year, the audit found. Another employee tallied 2,745 of the extra hours and had gross pay of $203,700, well above their calendar year pay rate of $68,400. The auditor general’s office noted that the hours of overtime reported do not necessarily reflect the amount of overtime worked. One reason for that is that there are different rates of overtime pay for holidays. Another is that an employee with seniority can file a grievance after not being offered an overtime shift, and, if successful, collect the extra money without having worked the shift. “However, even when taking these instances into consideration, the amount of overtime being worked by State-operated facility employees appears excessive,” Mautino’s office wrote. The report noted that beyond the fiscal implications, having employees work so many additional hours can have adverse consequences for people in IDHS care. “Multiple academic studies have found that excessive amounts of overtime can have a detrimental effect on the care provided to residents or patients, as well as the health care workers providing the care,” Mautino’s office said. The report also found allegations of wrongdoing within the department, including those involving its mental health and developmental centers and as well as community agencies, have climbed since the COVID-19 pandemic began, and that the department’s inspector general has been taking longer to investigate those claims. The IDHS inspector general’s office received 3,281 allegations during fiscal year 2023 compared with 2,423 in fiscal year 2021, which at that time was the lowest in a decade. But during fiscal year 2023, the watchdog took an average of 205 calendar days to investigate cases, an increase of 25 days during the 2020 fiscal year, according to Mautino’s office. Along with the rise in complaints, there was a slowdown in the time it took the department’s inspector general’s office to complete investigations, the audit found. In fiscal year 2023, only 22% of the IDHS watchdog’s cases were completed within 60 calendar days, an 8% drop from fiscal year 2020 — which covered part of the prior audit of the watchdog — and a 14% decrease when compared with both fiscal years 2021 and 2022, Mautino’s office found. The auditor general also found the IDHS inspector general’s office was slow to fill open positions. From fiscal years 2021 through 2023, the watchdog requested to hire for 38 positions, but as of mid-August 2023, 17 had been filled and 21 were vacant. “(IDHS watchdog) officials stated that multiple bureaus have lost headcount; if there is a lack of investigators, then timeliness worsens and caseloads increase,” Mautino’s office wrote. “According to (IDHS watchdog officials), they are unable to hire investigators fast enough to maintain their headcount.” The audit also addressed the IDHS inspector general’s office’s Quality Care Board, which is supposed to monitor the watchdog to ensure investigations of abuse and neglect are handled properly. The board is supposed to have seven members, appointed by the governor with consent of the Senate, with two of them being a person with a disability or a parent of someone disabled. According to Mautino’s office, the board did not have the required seven members during the audit period and two members were serving on expired terms. “The Board cannot fully function as directed by statute to ‘monitor and oversee the operations, policies, and procedures of the Inspector General with vacancies and neglected membership requirements,” Mautino’s office wrote. Mautino’s office noted an IDHS watchdog directive requiring that office to interview a “complainant and/or required reporter and the victim and/or guardian” within 15 working days of case assignment. But in five of 39 investigations sampled by the auditor that included a victim who was verbal, it took anywhere from 24 to 536 working days to complete the interview. “Conducting interviews quickly is essential in conducting effective investigations. As time passes, victims who have a developmental disability or mental illness may be more likely to forget what happened or be unable to recount what happened accurately,” Mautino’s office wrote. The audit recommended that IDHS ensure all employees at state-operated facilities receive training in prevention and “reporting of abuse, neglect and exploitation” as required by policies and state law. IDHS and its watchdog should work together to identify and resolve bottlenecks in the hiring process and address pay structure imbalances for management positions, Mautino’s office also said. The office also said IDHS should conduct a staffing analysis to determine if staffing levels at the state-run facilities are appropriate. “The staffing analysis should take into consideration the need to reduce excessive amounts of employee overtime, especially for direct care employees,” according to Mautino’s office. In a response to the findings that was included in the audit, IDHS said it’s in the process of reviewing staffing levels at its facilities and noted it has worked to implement changes to the collective bargaining agreements to expedite hiring for certain positions. The agency acknowledged being challenged by retirement and retention issues. The IDHS watchdog, meanwhile, said it has worked closely with IDHS to increase headcount and is in the process of “substantial additional hiring.” “However, it will take time for the new hires to make a noticeable impact on timeliness, as training takes time and significant effort from supervisory staff,” IDHS said, according to Mautino’s office. “(The IDHS watchdog) continuously reviews processes for timeliness improvements and training opportunities.” IDHS also pointed to how its bureau of hotline and intake has seen “a severe shortage” in intake investigators and bureau management due to retirements and significant delays in the hiring process. The agency also acknowledged how staff shortages result in growing backlogs that further affect the ability of the IDHS watchdog to investigate complaints quickly. “Unfortunately, the ongoing staff shortage has persisted as overall calls, including reportable and non-reportable calls, have increased,” IDHS said, according to Mautino’s report. “As of October 2024, (the IDHS watchdog) has six intake investigators, and five unfilled intake investigator positions that are in various stages of the hiring process.” The IDHS watchdog expects an upcoming change in technology will help the inspector general’s office provide better oversight. Next year, for instance, the watchdog will have a new case management system designed to better track and document when an investigator is unable to reach a victim or complainant within the required timeframes. In a statement, IDHS and its inspector general’s office said it accepted the audit’s findings and is “working to implement changes, including the hiring of staff to ensure appropriate staffing levels across all of our programs and offices.” Separately, IDHS last week said it experienced a privacy breach in April when an outside entity, through a phishing campaign, gained access to files that included the Social Security numbers of more than 4,700 customers and three employees. In addition, public assistance account information was accessed for more than a million customers, though that information did not include Social Security numbers. “Upon learning of the phishing incident, IDHS worked in partnership with (the Illinois Department of Innovation and Technology) to investigate the extent of the breach and to determine which individuals were included,” IDHS said in a statement.