U.S. Equal Employment Opportunity Commission

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%
2. Case status	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%
6. Requests for materials/publications	23	26	33	56	82	126	133
7. Customer complaints	9%	12%	12%	14%	14%	15%	24%
7. Customer complaints	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%
2. Case status	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%
6. Requests for materials/publications	20	23	41	53	94	125	105
7. Customer complaints	10%	13%	10%	14%	16%	15%	22%
7. Customer complaints	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%
1. Not job related	164	131	36	15	12	16	55
2. For Federal complaints	55%	22%	1%	1%	1%	1%	17%
2. For Federal complaints	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%
4. In companies with 14 or fewer employees	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%
5. For age only and in companies with 19 or fewer employees	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%
6. Not in the lapse date plus 30 day time period	181	75	24	12	10	6	93
7. Age only and less than 40 years old	54%	23%	4%	3%	1%	2%	13%
7. Age only and less than 40 years old	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%
8. For a person who already had an inquiry in the IMS	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%
1. First/last name missing or incomplete	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%
3. Zip code missing or incomplete	142	123	49	26	32	13	43
4. Phone number missing or incomplete	35%	28%	11%	6%	5%	4%	10%
4. Phone number missing or incomplete	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%
1. First/last name wrong	146	136	46	15	25	12	47
2. Full address (street, city, state) wrong	31%	31%	14%	5%	5%	3%	11%
2. Full address (street, city, state) wrong	131	132	58	21	22	13	46
3. Zip code wrong	35%	32%	9%	6%	4%	2%	12%
3. Zip code wrong	145	134	39	24	18	7	48
4. Phone number wrong	34%	33%	10%	5%	5%	2%	12%
4. Phone number wrong	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%
1. Full name missing or incomplete	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%
1. Full name wrong	93	132	61	33	29	25	56
2. Full address (city, state, zip code) wrong	21%	31%	14%	6%	8%	7%	13%
2. Full address (city, state, zip code) wrong	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%
2. Were to inquire about charge status	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%
1. Accurate	19	56	32	31	46	50	11
2. Complete	12%	24%	15%	13%	15%	17%	4%
2. Complete	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%
1. Input information directly into the IMS	122	124	120	114	383
2. Send out intake questionnaires	27%	23%	15%	9%	27%
2. Send out intake questionnaires	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!

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

Survey Results (included responses) EEOC Field Survey Final I

Welcome

Confidentiality

Survey Instructions

Telephone Contact

Telephone Calls Post Implementing the NCC

Telephone Calls Post Implementing the NCC, continued

Telephone Calls Last Year (pre NCC)

Telephone Calls Last Year (pre NCC), continued

Field Office Position

Intake

EEOC Assessment (EAS) Forms

EEOC Assessment (EAS) Forms, continued

EEOC Assessment (EAS) Forms, continued

EAS Completeness/Accuracy - User Information

EAS Completeness/Accuracy - Employer Information

EAS Completeness/Accuracy - Complaint Information

EAS Procedures

Group Wise Emails

Group Wise Emails, continued

Role of NCC

Role of NCC, continued

Survey Results (included responses)
EEOC Field Survey Final I