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Appendix F.  Electronic Survey to All Field Staff (Text Version)

Survey Results (included responses)
EEOC Field Survey Final I

Report created on: Wednesday, June 21, 2006 5:44:00 PM

Launch Date 02/09/2006 - 12:38 PM
Modified Date 02/24/2006 - 8:27 AM
Close Date 06/15/2006 - 10:48 AM
Email Invites 1809
Visits 977 (54%)
Partials 57 (3%)
Completes 894 (49%)

Welcome

Dear EEOC Employee:

As you know, the EEOC's Office of Inspector General retained Job Performance Systems (JPS) to perform an independent evaluation of the National Contact Center (NCC). This will provide us information on how the NCC has affected the EEOC and its customers. This survey is a critical part of the review.

Confidentiality

While your participation is completely voluntary, we encourage you to take a few moments to complete the survey. Your responses will go to an external website that is accessible only by JPS. JPS will aggregate and analyze the data, and the data will be reported in summary form only. Therefore, your answers will be kept completely confidential and no one within the EEOC will be able to link your name with your responses.

Survey Instructions

Please keep the following in mind when you take the survey.

  • The length of the survey depends upon your role. Some people will finish within 2-3 minutes, while others may take up to approximately 10 minutes to complete.
  • You can stop and restart at another time if you are interrupted while filling out the survey.
  • When you click on the "Submit" button at the bottom of each page your answers will be submitted to a secure website. You will not be able to retrun to that page to change your answers.

To start the survey, click "Submit." Thank you for your participation!


Telephone Contact

1. In the past 12 months, what has been your experience with telephone contact from the public i.e., unsolicited calls generated from your office's main or public telephone number:


Number of Responses Response Ratio
None 133 15%
Answer calls only 47 5
Return calls only 105 12%
Answer and return calls 561 63%
Other (please specify) 48 5%
Total 894 100%

Telephone Calls Post Implementing the NCC

2. In an average week over the past 3 months, approximately how many unsolicited calls have you answered? (Enter number, e.g. 2, 35)

602 Responses


PROGRESS: 3% Complete


Telephone Calls Post Implementing the NCC, continued

3. Thinking about that same average week over the past 3 months, rank order the types of unsolicited calls you have answered (1=most frequent calls, 7=least frequent calls):

The top percentage indicates total respondent ratio; the bottom number represents actual number of respondents selecting the option 1 2 3 4 5 6 7
1. Non-jurisdictional calls (including calls for other agencies) 7% 13% 19% 18% 17% 10% 16%
26 52 75 73 68 41 63
2. Case status 38% 22% 17% 8% 4% 5% 4%
180 105 80 39 20 25 19
3. Requests for information on filing a charge (including calling to file a charge) 33% 26% 18% 7% 7% 4% 4%
164 129 88 37 35 20 22
4. Requests for general information (office hours, location) 7% 10% 20% 20% 19% 13% 10%
32 44 84 87 82 56 44
5. Requests for information on outreach activities (seminars, training) 6% 5% 6% 12% 17% 26% 27%
25 21 23 49 67 104 108
6. Requests for materials/publications 5% 5% 7% 12% 17% 26% 28%
23 26 33 56 82 126 133
7. Customer complaints 9% 12% 12% 14% 14% 15% 24%
51 68 64 77 78 80 130

Before continuing to the next question, please make sure that a selection has been made for each of the seven items in question 3 above.


4. In that same average week, approximately what percent of unsolicited calls were from people who say the NCC told them to contact your field office directly?


Number of Responses Response Ratio
None 208 35%
1-20% 171 29%
21-40% 69 12%
41-60% 35 6%
61-80% 44 7%
81/100% 24 4%
N/A 46 8%
Total 597 100%

PROGRESS: 17% Complete


Telephone Calls Last Year (pre NCC)

5. In an average week during approximately the same 3 month timeframe last year (pre NCC), approximately how many unsolicited calls did you answer ? (Enter number, e.g. 15, 86)

589 Responses


PROGRESS: 19% Complete


Telephone Calls Last Year (pre NCC), continued

6. Thinking about that same average week last year (pre NCC), rank order the types of unsolicited calls you have answered (1=most frequent calls, 7=least frequent calls):

The top percentage indicates total respondent ratio; the bottom number represents actual number of respondents selecting the option 1 2 3 4 5 6 7
1. Non-jurisdictional calls (including calls for other agencies) 8% 12% 23% 17% 12% 11% 16%
30 48 92 67 49 45 64
2. Case status 40% 26% 13% 9% 5% 4% 4%
176 113 58 38 21 19 18
3. Requests for information on filing a charge (including calling to file a charge) 32% 26% 17% 7% 7% 6% 5%
144 119 78 32 33 28 23
4. Requests for general information (office hours, location) 4% 12% 18% 28% 18% 12% 8%
18 50 74 119 77 49 35
5. Requests for information on outreach activities (seminars, training) 5% 5% 7% 11% 15% 26% 30%
22 22 29 46 62 106 122
6. Requests for materials/publications 4% 5% 9% 11% 20% 27% 23%
20 23 41 53 94 125 105
7. Customer complaints 10% 13% 10% 14% 16% 15% 22%
51 66 55 76 82 77 118

PROGRESS: 31% Complete


Before submitting this page, please make sure that a selection has been made for each of the seven items in question 6 above.


Field Office Position

7. Are you an Office Director, Enforcement Manager, Enforcement Supervisor, Investigator, ISA, OAA, or Stay in School Student?


Number of Responses Response Ratio
Yes 574 64%
No 320 36%
Total 894 100%

PROGRESS: 32% Complete


Intake

8. Are you involved in intake?


Number of Responses Response Ratio
Yes 493 86%
No 81 14%
Total 574 100%

PROGRESS: 34% Complete


EEOC Assessment (EAS) Forms

9. What information on the EAS do you use? (Check all that apply)

User Information (name, address, phone) 357 73%
Employer Information (name, address, phone, number of people) 279 57%
Complaint Information (Description of Action Against Person and why discriminatory) 299 61%
I never use the EAS forms 119 24%

PROGRESS: 36% Complete


EEOC Assessment (EAS) Forms, continued

10. What additional information on the EAS form would be beneficial for you to have before contacting potential charging parties? (Check all that apply)


Number of Responses Response Ratio
Language requirements if not English 242 54%
Date of most recent incident of discrimination 344 77%
Convenient time to contact the customer 253 56%
Number of employees 318 71%
More details regarding what happened to the customer and why they believe it to be discriminatory 301 67%
Who the customer is using for comparison 275 61%
Specific behavior/conduct prompting the complaint 261 58%
If the basis for discrimination is race, then provide the person's race 317 71%
If the basis for discrimination is age, then provide the DOB 327 73%
If the basis for discrimination is disability, then provide the disability 315 70%
If the basis for discrimination is retaliation, ask on what basis they were retaliated against 325 72%
Other (please specify) 121 27%

PROGRESS: 37% Complete


EEOC Assessment (EAS) Forms, continued

11. Of the EAS forms you reviewed in the past 3 months, approximately what percent were:

The top percentage indicates total respondent ratio; the bottom number represents the actual number of respondents selecting the option 1
None
2
1-20%
3
21-40%
4
41-60%
5
61-80%
6
81-100%
7
N/A
1. Not job related 38% 31% 8% 3% 3% 4% 13%
164 131 36 15 12 16 55
2. For Federal complaints 55% 22% 1% 1% 1% 1% 17%
229 93 6 6 3 6 71
3. Not national origin, race, sex/gender/pregnancy, religion, age, color, disability or retaliation 24% 32% 13% 7% 7% 7% 10%
103 134 53 30 31 30 40
4. In companies with 14 or fewer employees 37% 36% 8% 3% 1% 2% 13%
153 149 33 12 3 9 53
5. For age only and in companies with 19 or fewer employees 52% 22% 4% 3% 0% 1% 17%
216 91 17 11 2 6 70
6. Not in the lapse date plus 30 day time period 45% 19% 6% 3% 2% 1% 23%
181 75 24 12 10 6 93
7. Age only and less than 40 years old 54% 23% 4% 3% 1% 2% 13%
220 94 17 12 5 7 52
8. For a person who already had an inquiry in the IMS 23% 30% 17% 9% 6% 3% 12%
94 125 68 38 23 13 49

12. Over the past 3 months, approximately what percent of the potential charging parties stated they thought they had already filed a charge with the NCC?


Number of Responses Response Ratio
None 142 31%
1-20% 107 23%
21-40% 61 13%
41-60% 54 12%
61-80% 34 7%
81-100% 28 6%
N/A 31 7%
Total 457 100%

PROGRESS: 53% Complete


EAS Completeness/Accuracy - User Information

The following questions ask first whether information that you review on the EAS is complete, and then whether it is accurate.


13. Approximate percent of EAS forms I reviewed in the past 3 months where the User Information was not complete:

The top percentage indicates total respondent ratio; the bottom number represents the actual number of respondents selecting the option 1
None
2
1-20%
3
21-40%
4
41-60%
5
61-80%
6
81-100%
7
N/A
1. First/last name missing or incomplete 46% 22% 8% 6% 4% 4% 10%
196 95 35 24 18 19 42
2. Full address (street, city, state) missing or incomplete 33% 27% 13% 7% 6% 5% 10%
141 116 54 28 26 21 42
3. Zip code missing or incomplete 33% 29% 11% 6% 7% 3% 10%
142 123 49 26 32 13 43
4. Phone number missing or incomplete 35% 28% 11% 6% 5% 4% 10%
151 119 45 27 23 17 44

14. Approximate percent of EAS forms I reviewed in the past 3 months where the User Information was not accurate:

The top percentage indicates total respondent ratio; the bottom number represents the actual number of respondents selecting the option 1
None
2
1-20%
3
21-40%
4
41-60%
5
61-80%
6
81-100%
7
N/A
1. First/last name wrong 34% 32% 11% 4% 6% 3% 11%
146 136 46 15 25 12 47
2. Full address (street, city, state) wrong 31% 31% 14% 5% 5% 3% 11%
131 132 58 21 22 13 46
3. Zip code wrong 35% 32% 9% 6% 4% 2% 12%
145 134 39 24 18 7 48
4. Phone number wrong 34% 33% 10% 5% 5% 2% 12%
140 135 41 19 22 8 48

PROGRESS: 66% Complete


EAS Completeness/Accuracy - Employer Information

15. Approximate percent of EAS forms I reviewed in the past 3 months where the Employer Information was not complete:

The top percentage indicates total respondent ratio; the bottom number represents the actual number of respondents selecting the option 1
None
2
1-20%
3
21-40%
4
41-60%
5
61-80%
6
81-100%
7
N/A
1. Full name missing or incomplete 21% 29% 16% 8% 7% 8% 11%
89 125 68 36 31 33 49
2. Full address (city, state, zip code) missing or incomplete 18% 29% 15% 9% 9% 9% 11%
77 122 63 39 38 38 47

16. Approximate percent of EAS forms I reviewed in the past 3 months where the Employer Information was not accurate:

The top percentage indicates total respondent ratio; the bottom number represents the actual number of respondents selecting the option 1
None
2
1-20%
3
21-40%
4
41-60%
5
61-80%
6
81-100%
7
N/A
1. Full name wrong 22% 31% 14% 8% 7% 6% 13%
93 132 61 33 29 25 56
2. Full address (city, state, zip code) wrong 21% 31% 14% 6% 8% 7% 13%
90 132 59 26 32 30 55

PROGRESS: 73% Complete


EAS Completeness/Accuracy - Complaint Information

17. Approximate percent of EAS forms I reviewed in the past 3 months where the:

The top percentage indicates total respondent ratio; the bottom number represents the actual number of respondents selecting the option 1
None
2
1-20%
3
21-40%
4
41-60%
5
61-80%
6
81-100%
7
N/A
1. Description of Action Against Person in the Complaint Information section was not employment related 34% 33% 13% 6% 2% 3% 11%
148 144 56 25 8 11 47
2. Reason for discrimination in the Complaint Information section was not one of the bases covered by EEOC 26% 37% 13% 8% 4% 2% 10%
113 163 57 34 16 9 43

PROGRESS: 76% Complete


EAS Procedures

18. Approximate percent of the EAS forms I reviewed in the past 3 months that included a request to contact customers at a time outside our office's normal work hours.


Number of Responses Response Ratio
None 117 27%
1-20% 163 38%
21-40% 59 14%
41-60% 22 5%
61-80% 16 4%
81-100% 9 2%
N/A 48 11%
Total 434 100%

19. Approximate percent of the time I send out intake questionnaires after reviewing the EAS form.


Number of Responses Response Ratio
None 70 16%
1-20% 81 18%
21-40% 43 10%
41-60% 42 10%
61-80% 55 12%
81-100% 98 22%
N/A 53 12%
Total 442 100%

20. Approximate number of EAS forms I reviewed in the past 3 months that should have been sent to a different EEOC office for processing:


Number of Responses Response Ratio
0 164 38%
1-3 161 38%
4-7 59 14%
8-10 20 5%
More than 10 24 6%
Total 428 100%

PROGRESS: 81% Complete


Group Wise Emails

21. Do you receive NCC Group Wise emails that require your action?


Number of Responses Response Ratio
Yes 258 45%
No 316 55%
Total 574 100%

PROGRESS: 83% Complete


Group Wise Emails, continued

22. Approximate percent of NCC Group Wise emails I reviewed in the past 3 months that:

The top percentage indicates total respondent ratio; the bottom number represents the actual number of respondents selecting the option 1
None
2
1-20%
3
21-40%
4
41-60%
5
61-80%
6
81-100%
7
N/A
1. Included a request to contact customers at a time outside our office's normal work hours 33% 44% 7% 6% 3% 2% 5%
80 107 16 15 7 6 11
2. Were to inquire about charge status 15% 37% 19% 9% 9% 8% 3%
36 91 46 23 21 20 7
3. Calling to complain about the processing or outcome of their closed charge 32% 40% 14% 8% 1% 3% 3%
77 97 33 19 3 8 7

23. Approximate percent of NCC Group Wise emails I reviewed in the past three months where the information was:

The top percentage indicates total respondent ratio; the bottom number represents the actual number of respondents selecting the option 1
None
2
1-20%
3
21-40%
4
41-60%
5
61-80%
6
81-100%
7
N/A
1. Accurate 8% 23% 13% 13% 19% 20% 4%
19 56 32 31 46 50 11
2. Complete 12% 24% 15% 13% 15% 17% 4%
28 57 35 32 36 41 10

PROGRESS: 90% Complete


Role of NCC

24. Assuming staffing levels at my field office do not significantly change, the EEOC should consider permitting the NCC representatives to:

The top percentage indicates total respondent ratio; the bottom number represents the actual number of respondents selecting the option 1
Strongly
Agree
2
Agree
3
Neither
Agree nor
Disagree
4
Disagree
5
Strongly
Disagree
1. Input information directly into the IMS 14% 14% 14% 13% 44%
122 124 120 114 383
2. Send out intake questionnaires 27% 23% 15% 9% 27%
232 198 125 78 229
3. Provide litigation support (e.g. help with finding victims and/or administering settlements) 8% 7% 17% 15% 53%
70 58 145 132 453

25. Please provide additional suggestions for improving the NCC's role in the EEOC's operations and outreach activities.

377 Responses


PROGRESS: 97% Complete


Role of NCC, continued

26. The NCC's role in the EEOC's overall enforcement and outreach activities is to: (Check all that apply)


Number of Responses Response Ratio
Reduce number of calls that require field office attention 666 81%
Provide general information about EEOC law, potential charging party's options 677 83%
Handle calls not in EEOC's jurisdiction 472 58%
Gather trend information on employment issues affecting the public 250 31%

27. In the area below, please provide any additional comments you may have regarding the areas covered by this survey or other NCC related issues.

267 Responses


PROGRESS: 100% Complete

Thank you for your time and thoughtful responses to this survey!

When you select the "Submit" button your final responses will be submitted and you will be taken to the EEOC Internet site. Thank you!

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