Sec. 60. Annual reports.

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Sec. 60. Annual reports. The lead entity shall provide an initial report to the Department within 6 months after the effective date of this amendatory Act of the 104th General Assembly. Thereafter, the lead entity shall provide a report to the Department on a regular basis as required in its contract with the Department, at minimum annually. The report shall include, at minimum, information on the following:

(1)Call volume and interactions. The total number of inquiries, including calls, chats,

texts, or web inquiries, along with trends in monthly, quarterly, and annual call volumes, and average response times for handling inquiries.

(2)Caller demographics. The demographic information of callers, including age, gender,

and location, and any other relevant identifiers, highlighting any notable shifts or patterns in demographic data over time.

(3)Reasons for contact. A breakdown of inquiries by category or type of referral

request, including the demand for, and need for, human services.

(4)Referrals made and service outcomes. The total number of referrals made, specifying

the programs or services to which clients were referred.

(5)Service referral gaps. The total number of requests for services or programs for

which referral to an existing service provider is not able to be made, including description of services requested.

(6)Service providers and coverage rates. The percentage of statewide coverage reached,

noting any regions that lack adequate coverage.

(7)Trends and comparisons. Year-over-year trends of the data outlined in paragraphs

through (6).