Alaska
Alaska’s five-year strategic plan includes several goals to increase program results. Goals for
responding to complaints, accidents and fatality/catastrophe incidents (FATCATs) have been
established.
Processes have been evaluated and modified to improve speed and efficiency in enforcement. The
citation review process and data entry has been improved to dramatically reduce citation lapse
times. The informal contest process has been streamlined to decrease administrative processing time.
Upon resolution during an informal conference, the documents are quickly finalized to allow the
employer to leave with finalized documentation.
The use of near real-time workers’ compensation data to target high-hazard worksites means that
fewer businesses with current low injury rates are targeted for inspections.
Arizona
The Arizona Division of Occupational Safety and Health (ADOSH) continues to
improve on its ability to serve the citizens of Arizona. ADOSH has increased the number of consultative
visits and training seminars in rural communities throughout the state. It has also increased outreach
efforts by establishing a close working relationship with several industry associations. ADOSH continues
to publish a quarterly newsletter, The ADOSH Advocate, and has seen a rise
in the number of subscribers.
In an effort to gauge employer attitude toward ADOSH inspectors and the inspection process, as well
as solicit feedback about how ADOSH might improve programs and services, a random sample of
employers was surveyed. The main body of the survey consisted of 13 questions regarding the
knowledge and conduct of the ADOSH inspector, the usefulness of the inspection process and
information provided by the inspector, the employer’s satisfaction regarding its involvement in the
inspection, and the likelihood that the employer would use ADOSH’s consultation services in the
future. Of the 81 surveys returned, 77 provided responses to all or most of the 13 questions.
This first-ever survey of employers that have participated in an ADOSH compliance inspection
indicates that, while many may be unwilling participants, employers are generally pleased with the
compliance process. Overall, compliance officers received favorable marks for their professionalism,
knowledge and general conduct during an inspection.
California
California OSHA (Cal/OSHA) has an advisory committee that allows for public and selected committee
input. Regularly scheduled meetings are open to the public. Committee members represent labor,
industry, academia, insurance and other organizations.
Advisory committees are also used to assist Cal/OSHA Standards Board staff members and Cal/OSHA
staff members in developing rulemaking proposals that may significantly impact California employers
and employees. The practice is most prevalent in the development of highly sensitive, controversial
or complex regulations. Although the use of an advisory committee is not mandated, Cal/OSHA
Standards Board and Cal/OSHA staff members have used them for years as an effective method to reach
consensus among affected groups.
Connecticut
Connecticut OSHA (CONN-OSHA) is recognized as a leader in the safety and health field in
Connecticut. Personal service, respect and professionalism are trademarks of the CONN-OSHA staff.
Customer service surveys for clients of all CONN-OSHA services are used to monitor and improve
delivery of services.
All CONN-OSHA staff members are encouraged to participate in professional development and
professional certification classes and training.
Kentucky
During fiscal-year 2005, Kentucky responded to 100 percent of imminent
danger reports by initiating an inspection within one working day of notification. There were 209
imminent danger inspections in 2005. Kentucky also met its performance goals by responding to 100
percent of fatality/catastrophe notifications, with inspection within one working day of notification.
Maryland
The Maryland Occupational Safety and Health (MOSH) Training and Education Department
distributes an evaluation survey at the end of each training and education safety course. The results
of these surveys from the course attendees rate the training received at a 92 percent overall
satisfaction rating.
The department is also required by the Maryland Department of Labor, Licensing and Regulation, to
use a standard external customer survey. This annual survey is mailed to customers who have used the
MOSH Training and Education Department services during the year. The results of the survey from
employees and worker respondents rated the MOSH Training and Education Department at a 90 percent
overall satisfaction rating.
Michigan
Michigan OSHA (MIOSHA) marked the 30th anniversary of the program in 2005. During the year, MIOSHA
conducted a number of outreach efforts aimed at improving communication and increasing satisfaction
with program services, including a special "Take a Stand Day" in August. MIOSHA enforcement and
consultation field staff members, along with supervisors and managers, provided one-on-one
consultations to employers to help address a specific workplace safety or health issue. Participant
feedback indicated it was a very positive experience. MIOSHA designated a special week as "Make a
Difference Week" and created a toolbox of ideas, suggestions and activities to use in the workplace.
Feedback about the week and the toolbox contents was also very positive.
The MIOSHA CET Division distributes an evaluation form at the end of each seminar presented to the
general public. For fiscal-year 2005, MIOSHA received 2,140 forms from 114 seminars – with 99.8
percent of respondents indicating they were satisfied or very satisfied.
MIOSHA developed a customer comment card that will be left with employers and workers during both
enforcement and consultation visits to encourage feedback about whether the intervention was useful
and to gain suggestions for program improvement.
Minnesota
Every business day, Minnesota OSHA (MNOSHA) has two safety and health
professionals on duty to answer questions primarily received through phone calls and e-mail messages.
MNOSHA has an information officer and a senior industrial hygienist assigned to answer these inquiries.
Additional assistance is provided as needed by investigative staff members. MNOSHA responds to
approximately 5,700 phone calls and 1,400 e-mail messages each year. More than 98 percent of these
inquiries are answered within one day. These phone calls and e-mail messages include compliance
assistance and cover a wide variety of topics. They are received from three primary sources: employees,
employers and consultants.
New Jersey
New Jersey’s Public Employees Occupational Safety and Health (PEOSH) Advisory Board formed an
Indoor Air Quality (IAQ) Standard Subcommittee to:
- review and make recommendations about a proposal to modify the PEOSH IAQ Standard;
- review and make recommendations about an IAQ Standard inspection protocol; and
- review and make recommendations about a written manual of report recommendations.
As a result of nine meetings in fiscal-year 2005, the IAQ Standard Subcommittee
submitted to the PEOSH Advisory Board:
- suggestions for revisions to the IAQ Standard;
- a draft PEOSH IAQ inspection guidance document with the recommendation that the New Jersey
Department of Health and Senior Services (NJDHSS) use the guidance document as an educational tool
and as a guide for inspections and consultations; and
- boilerplate language with the recommendation that the advisory board advise NJDHSS to include the
appropriate boilerplate language in inspection and consultation reports.
New Jersey adopted the PEOSH Hazard Communication Standard (HCS). Regional training sessions were
conducted throughout the state to explain the standard. To address the most commonly asked questions
generated during the training sessions and those received by telephone, the NJDHSS PEOSH Program
developed an additional document, PEOSH Program Hazard Communication, N.J.A.C. 12:100-7 Public
Employers’ and Employees’ Frequently Asked Questions.
Oregon
Every new employee of Oregon OSHA (OR-OSHA) is required to take a four-hour course about customer
service. Customer surveys are conducted for public education training, conferences, consultation
visits, audiovisual library materials, informal conferences (appeals) and compliance visits. Annual
survey results are tallied by the information management division and fed back into the process
highlighting any areas needing improvement. Results for fiscal-year 2005 show a customer
satisfaction rating exceeding 90 percent in all areas.
Tennessee
Tennessee OSHA surveys all attendees following safety and health training classes and seminars to
assess the effectiveness of the training presented.
A program is currently being developed to survey employers and employees following interventions to
determine the level of customer satisfaction and to evaluate the effectiveness of the intervention.
Utah
Utah continued to significantly increase its efforts to communicate safety and health requirements
to Hispanic workers. UOSH tries to have a presence at Hispanic fairs and holiday celebrations. UOSH
continued to enhance its construction safety CD that includes most of the information presented in
English and Spanish (Note: This CD was originally developed in 2004.) UOSH continues to work closely
with the local Mexican Consulate to determine effective methods of providing safety and health
information to Spanish-speaking workers. In 2004, this included participation in forums on local
Hispanic radio and TV programs.
Washington
Washington has had two customer surveys conducted through an independent research firm during the
past several years. The purpose was to:
- measure satisfaction levels with customer service;
- identify how services and staff training can be improved; and
- determine how to best provide information employers want and need.
In the most recent survey, employers using consultation services reported an overall
satisfaction level of 97 percent, with 78 percent in the "most positive" category. Employers receiving
compliance services reported an overall satisfaction level of 83 percent, with 52 percent giving the
"most
positive" rating.
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