“Using the tools provided by the Department of Aging, our supervisors have been able to track performance in every area of our work. That’s allowed investigators to focus on completing investigations in a timely and thorough manner.” – Delaware County Area Agency on Aging Deputy Director Joanna King
Thanks to the Department’s increased support, Delaware County Area Agency on Aging’s compliance rate for on-time investigations more than doubled in just one year.
Harrisburg, PA – Earlier this month, the Pennsylvania Department of Aging (PDA) took action to boost transparency of its oversight of county Area Agencies on Aging (AAAs), allowing the public for the first time to see information that shows how quickly those local agencies are conducting investigations of suspected elder abuse. After launching this latest transparency effort at the Westmoreland Area Agency on Aging – which saw its compliance rate for on-time investigations more than triple in just one year – the Department is highlighting other AAAs that have made significant progress.
Secretary of Aging Jason Kavulich today praised the improvements made by the Delaware County Area Agency on Aging, noting that the Department’s new, overhauled approach to AAA support and oversight – called CAPE – has led directly to increased compliance rates in the county and across Pennsylvania for the time it takes a local agency to complete an investigation.
Thanks to the Department’s increased efforts with AAAs, Delaware County AAA more than doubled its compliance rate for timely determinations in older adult protective services – from 40% in 2024 to 89% in 2025. That means older adults in Delaware County are receiving the assistance and care they need faster and more efficiently than before.
“I commend the Delaware AAA leadership and the entire protective services team for their hard work and dedication to improving their performance,” said Secretary Kavulich. “With our Department’s assistance, Delaware AAA is showing how the Shapiro Administration’s approach of making supportive change is generating measurable results. While working steadily on a much-needed major overhaul of the Department’s performance monitoring system, we have also worked closely with AAAs to make sure they have the tools they need to improve. It is evident that our work is leading to real-world results that benefit and protect older Pennsylvanians.”
Across Pennsylvania, AAAs investigate nearly 40,000 cases of suspected abuse each year. Reports of suspected abuse can be made to a AAA, or to the statewide elder abuse helpline at 1-800-490-8505. The Helpline is answered live 24 hours a day, 7 days a week and all calls are confidential. Part of the AAA’s duty in responding to a report is to determine whether the abuse or neglect is, in fact, taking place.
Each month, PDA tracks how quickly AAAs complete their investigations, measuring the percentage of cases that are finished – determined to be either substantiated or unsubstantiated – within 20 days, a key performance metric for agency efficiency and responsiveness.
Delaware County AAA’s 20-day determination performance, along with all of Pennsylvania’s 52 AAAs, are now posted on the Department’s website for the first time and can be viewed here on the Department of Aging’s website.
“I’m very proud of our protective services team’s achievement,” said Delaware County AAA Deputy Director Joanna King. “Protective services are among the most complex and challenging areas of our work – made even more difficult by staffing challenges. Over the past year, using the tools provided by the Department of Aging, our supervisors have been able to track performance in every area of our work. That’s allowed investigators to focus on completing investigations in a timely and thorough manner. We look forward to continuing to work with the Department to identify areas for improvement and strive for the highest standards of accountability.”
“Clearer expectations from PDA, combined with support for our supervisors to implement necessary changes, have allowed us to make measurable progress and better serve vulnerable adults in our community,” said Protective Services Unit Director Jennifer Crouse.
The publication of the 20-day turnaround measurement is yet another step the Department has taken in recent weeks to increase transparency of how well the AAAs are performing their duties for the older adults they serve. Another key performance metric, first published in 2024, is Face To Face Visits – which measures whether the protective services staff met with the older adult and conducted an initial assessment of the situation within required timeframes. Performance continues to improve since Secretary Kavulich took office in early 2023, with 49 out of 52 AAAs now at 85% or greater compliance.
Just last month, PDA announced the rollout of the agency’s new Comprehensive Agency Performance Evaluation, or CAPE – an innovative tool designed to boost transparency and accountability of Pennsylvania’s AAA network that provides a host of services to older adults.
In addition to protective services, AAAs provide an array of programs to help older adults stay safe, connected and thrive in their home settings of choice. For 2023-24, Delaware County AAA provided 191,257 in-home meals, operated senior centers that welcomed 179,745 visits, and helped 1,413 older adults in their homes with tasks of daily living like bathing and getting dressed.
PDA works to ensure that older adults across Pennsylvania have access to quality services and supports that help them age and live well. Learn more and find local resources by visiting the Department of Aging’s website.