Adult Protective Services Slashes Caseworker Turnover

New
data shows that a coordinated strategy is working to reduce the
turnover of Adult Protective Services (APS) front-line caseworkers,
strengthening the program and improving service to its clients, the
elderly and vulnerable adults.

APS
caseworker turnover fell from 25.2 percent in Fiscal Year 2018 to 20.7
percent in FY 2019. Based on first-quarter data (September, October,
November), FY 2020 turnover is projected to be below 17 percent, and
could be even lower.

New
APS caseworkers face a particularly tough time acclimating to the work,
and the hours each day spent in the homes of elderly and vulnerable
abuse, neglect and exploitation victims. Almost half of them left the
job in their first year FY 2018 – a 50.8 percent turnover rate. In 2020,
first-year turnover is expected to be about 31 percent. And of the 194
first-year workers who signed up for the APS Mentor Program, 81 percent
are still on the job.

The
most significant change came during the most recent legislative
session, when lawmakers gave APS caseworkers and front-line supervisors a
raise of $750 a month. More than 40 caseworkers also were added to the
workforce of 526 statewide, strategically assigned to areas of most
need. Thirdly, a mentorship program – modeled after one at APS’ sister
agency, Child Protective Services – was designed and implemented, also
statewide.

The head of APS says this three-pronged strategy halted a revolving door of caseworkers and has turned around the program.

“Our
turnover was too high, particularly with our new workers, and when that
happens our ability to serve clients is going to suffer,” said Kez
Wold, Associate Commissioner for APS. “We were spread too thin and
couldn’t get workers hired, trained, and in the field fast enough. The
job of an APS caseworker is difficult, it can be complex, and with
higher salaries and a supportive mentorship program, our service to
clients is much improved across the board.”

A representative of one of APS’ largest stakeholders agrees.

“Today’s
news from APS is encouraging, and a clear sign of progress towards
reducing elder abuse in Texas,” said Tim Morstad, Associate State
Director of Outreach and Advocacy for AARP. “Crimes against older Texans
too often go unreported, which is why AARP believes a strong protection
system is necessary to help prevent abuse and financial exploitation.”

The
mentorship program has been customized to fit APS. Tenured caseworkers
volunteer for the mentorship program, and go through a competitive
selection process, testing, and training before they are assigned a
protégé. Once assigned, the mentor is paid a $300 monthly stipend for
the six-month assignment. The mentor is required to maintain a full
workload while mentoring, as well as face time and a weekly meeting with
the protégé.

Wold
says the improvements aren’t over: the mentorship program soon will be
expanded to include supervisors, former tenured caseworkers who now will
be mentored by experienced supervisors. The goal continues to be
constant improvement through the ranks.

“In
APS, we cannot afford to sit still,” he said. “With the aging Baby
Boomer population, estimates show that in the next 10 years the
population over age 65 will grow by 43 percent. And we all know that
Texas is gaining new residents, every single day. Many of those
individuals are older, and we have to be able to meet that challenge
when they need our help.”