Strategies Accomplishments 2010-2011 Action Plans

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					            Strategies
     Accomplishments
2010-2011 Action Plans
   “Oregon’s competitiveness is key to our economic revival.
A critical element of that is our ability to nurture entrepreneurial
   vision and drive while still protecting consumers, workers,
         and the environment through sound regulation.”

                   – Governor Ted Kulongoski
Department of Consumer & Business Services
Strategies, Accomplishments, and
2010-2011 Action Plans


At DCBS, we protect consumers and workers while supporting a positive business
climate – both of which are equally important as Oregon recovers from this deep
economic recession.
During the past year, we have undertaken many efforts to protect consumers, from
helping them identify insurance options when they lose their job to providing them with
resources to help avoid foreclosure to increasing our oversight of banks and other finan-
cial institutions that were affected by the financial meltdown. At the same time, we have
continued to streamline processes in workers’ compensation to make the system less
cumbersome for businesses, and we have made many changes to help ensure the state-
wide building code is friendly to “green building” and sustainability projects.
Our focus on improving workplace safety continues to result in fewer injuries and
illnesses – protecting workers and providing much-needed savings to employers in
workers’ compensation costs. You will find more about these and other accomplishments
on the following pages.
Besides touching the industries we regulate, the recession has had a significant impact on
our agency. We have made reductions in several programs to offset revenue declines.
Looking ahead, we will continue to closely monitor those we regulate in light of current
economic conditions and to protect financially vulnerable consumers during these
tough times. We are heavily involved in statewide initiatives such as health reform and
sustainability. In addition, we will continue to educate employers and workers about
safe workplaces and improve Oregon’s already highly successful workers’ compensation
system. You can read more about these and other initiatives in each division’s action plan
starting on page 7.
As we move forward, we are committed to providing excellent customer service and
being accountable to Oregonians. We always welcome your comments, suggestions,
and questions.


Cory Streisinger, Director




                                         Strategies, Accomplishments, and 2010-2011 Action Plans   1
                                                          What we do
                                                          DCBS is Oregon’s largest business regula-
                                                          tory and consumer protection agency. The
                                                          department administers state laws and rules

Our mission                                               to protect consumers and workers and support
                                                          a positive business climate in the areas of:
                                                          •   Workers’ compensation
The Department of Consumer
                                                          •   Occupational safety and health
& Business Services’ mission                              •   Financial products, services,
is to protect and serve Oregon’s                              and institutions
                                                          •   Insurance
consumers and workers while
                                                          •   Building codes
supporting a positive business                            DCBS staff members are committed to
climate in the state.                                     carrying out the department’s statutory
                                                          responsibilities and fulfilling our mission and
                                                          goals in a manner that serves the needs of the
                                                          public and the businesses and professionals
                                                          we regulate.

                                                          Our goals
                                                          DCBS has three fundamental goals to
                                                          advance the department’s mission:
                                                          •   Protect consumers and workers
                                                              in Oregon.
                                                          •   Regulate in a manner that supports a
                                                              positive business climate.
                                                          •   Be accountable to the public we serve,
                                                              with excellent service to our customers.




2     Oregon Department of Consumer & Business Services
                                                                                                             Mission | Goals | Strategies
Our strategies
DCBS applies the following strategies to              •    We use technology and other tools to
achieve the department’s mission and goals:                make it as easy as possible for others to
•   We seek input from stakeholders and the                exchange information and do business
    public to identify areas of greatest concern           with us.
    to consumers, workers, and the businesses         •    We work with customers to solve
    we regulate.                                           problems and make every contact a
•   We focus our efforts on improving                      positive experience.
    outcomes for consumers and workers, not           •    We measure results achieved by our
    simply on improving processes.                         programs and approaches and re-evaluate
•   We structure our regulatory programs to                the programs and approaches to find
    impose the minimum burden on regulated                 further improvements.
    businesses consistent with achieving the          •    We continually improve our cost-
    desired outcomes.                                      effectiveness and ensure that our
•   We promote choices and access for Oregon               services provide value to consumers,
    consumers and businesses by supporting                 workers, and businesses.
    the success of industries in the economic         •    We evaluate, develop, and maintain
    sectors we regulate.                                   appropriate levels of human,
•   We use a variety of approaches (regula-                organizational, financial, and other
    tion, enforcement, education, consultation,            resources necessary to carry out
    direct service delivery, etc.) in the most             our responsibilities.
    appropriate combinations to achieve our
    results.




                                               Strategies, Accomplishments, and 2010-2011 Action Plans   3
    Our accomplishments, 2008-2009

    •   Workers in Oregon continue to be safer              •   More than 7,200 Oregonians recovered
        on the job. The statewide rate of reported              about $3.2 million in benefits from
        workplace injuries and illnesses in the                 their insurance companies with
        private sector declined from 5.4 cases per              assistance from the Insurance Division.
        100 workers in 2005 to 4.6 cases per 100                The Insurance Division also provided
        workers in 2008. The rate has decreased                 assistance to Oregonians who lost
        more than 50 percent since the late 1980s.              their health insurance because of the
                                                                economic downturn.
    •   Oregon seniors and others who buy
        insurance and investment products are               •   Designing and installing charging stations
        better protected as a result of new rules               for electric vehicles is faster and easier
        DCBS adopted that ban salespeople                       than in other states because of statewide
        from using titles such as “specialist” or               standards adopted by the Building Codes
        “adviser” when they have no substantive                 Division. The division also created a
        credentials.                                            streamlined process for certifying small
                                                                wind turbines, further contributing to the
    •   Employers continue to save money on
                                                                state’s sustainability efforts.
        workers’ compensation costs. There
        has been no increase in workers’                    •   Financially vulnerable Oregonians who
        compensation premium rates for 20 years,                seek assistance with debt are better
        and, in 2010, Oregon employers will see                 protected as a result of a new law DCBS
        the “pure” premium rate decrease an                     proposed and is implementing. House Bill
        average of 1.3 percent — marking the                    2191 prohibits misleading advertising,
        fourth straight year for a decrease.                    limits fees, and requires all debt
                                                                management service providers, including
    •   Oregonians who lost money in “auction-
                                                                mortgage loan modifiers, to be registered
        rate securities” were able to receive
                                                                with the state.
        refunds as the result of the Division of
        Finance and Corporate Securities’ active            •   Oregon workplaces are inspected for
        role in national settlements with major                 safety and health compliance more
        brokers. In addition, the settlements                   frequently than in any other state,
        brought nearly $1.5 million to Oregon’s                 providing greater protection to workers.
        General Fund in 2009, with more                         Oregon OSHA increased the number
        settlements expected in 2010.                           of workplace inspections 10 percent in
                                                                2009, and continues to have the highest
    •   Surviving family members of workers
                                                                workplace enforcement presence in
        who died on the job will receive enhanced
                                                                the nation. In addition, Oregon OSHA
        death benefits starting in 2010. DCBS
                                                                refined the method by which it schedules
        worked with the Workers’ Compensation
                                                                workplace inspections; the new method
        Management-Labor Advisory Committee
                                                                uses better indicators of injury, illness,
        on Senate Bill 110, which provides the
                                                                and fatality risks to target the most
        enhancements.
                                                                hazardous industries.

4       Oregon Department of Consumer & Business Services
•   To help control health insurance costs,              •    Buildings in Oregon are more energy
    the Insurance Division is conducting                      efficient as a result of several Building
    more detailed reviews of rate requests                    Codes Division initiatives, such as
    and scrutinizing insurers’ administrative                 updating the energy code for residential
    costs. The public also now can view new                   construction; facilitating the installation
    health insurance premium rate filings and                 of rainwater harvesting and gray water
    comment on them prior to the decision                     reuse systems; and allowing the install-
    through the Insurance Division’s Web site.                ation of high-performance boilers
                                                              and pressure vessels and the use of
•   Building contractors in 33 jurisdictions
                                                              single-walled heat exchangers for solar
    — representing more than 55 percent of




                                                                                                                2008-2009 Accomplishments
                                                              thermal systems.
    Oregon’s population — can now apply
    and pay for over-the-counter permits                 •    Injured workers are returning to work
    online through the Building Codes                         faster with the help of the Workers’
    Division’s ePermitting system. More than                  Compensation Division’s nationally
    53,000 permits have been sold through the                 recognized return-to-work programs.
    ePermitting Web site.                                     Use of the Employer-at-Injury Program
                                                              — the most widely used return-to-work
•   Oregon investors are better protected
                                                              program — has grown 100 percent during
    from financial fraud because of the
                                                              the past five years.
    Division of Finance and Corporate
    Securities’ continued work with local                •    Oregon employers are improving
    and state agencies on criminal cases.                     workplace health and safety by taking
    For example, the division helped secure                   advantage of Oregon OSHA’s consultation
    a conviction of Youngsu Meade of                          services. In the past two years, Oregon
    Beaverton for operating a Ponzi scheme                    OSHA has provided 35 percent more
    that took in about $2 million from at least               on-site consultations to employers.
    20 investors.
                                                         •    Consumers facing mortgage foreclosure
•   More than 11,000 Oregon Medicare                          have access to more resources and
    beneficiaries and caregivers received free                counseling. DCBS has worked with
    counseling services during 2009 through                   the Department of Justice and Oregon
    the Senior Health Insurance Benefits                      Housing and Community Services to
    Assistance (SHIBA) program, to enable                     organize foreclosure prevention events
    them to make better choices about their                   in Portland and Medford, inform
    medical coverage.                                         homeowners about their new right to
                                                              meet with their lender to consider loan
•   Oregonians who were laid off during the
                                                              modification (Senate Bill 628), and
    economic downturn were able to fully
                                                              provide funds to nonprofit foreclosure
    take advantage of health care premium
                                                              counseling agencies.
    assistance available from the federal
    government. With the passage of House                •    Oregon consumers can estimate their
    Bill 2433, DCBS ensured workers laid off                  out-of-pocket costs for common medical
    from small businesses in Oregon could                     procedures by going to their insurance
    receive the full nine months of subsidy.                  company Web site, under legislation
                                                              sponsored by DCBS.


                                                  Strategies, Accomplishments, and 2010-2011 Action Plans   5
    •   Spanish-speaking workers are receiving                    Insurance (NCCI), and insurers. Fewer
        more education on safety issues, with                     employers in the assigned risk pool
        Oregon OSHA continuing to add training                    reduces the expense for employers in the
        modules through its PESO bilingual                        voluntary market who subsidize the pool.
        English-Spanish program.
                                                            •     Oregon employers have clear information
    •   Insurers can now file “proof of coverage”                 about whether to classify workers as
        for workers’ compensation insurance                       employees or independent contractors
        electronically, saving time and money and                 thanks to collaborative education and
        providing better data on employers with                   outreach efforts among DCBS and several
        workers’ compensation coverage.                           other state agencies.
    •   Car owners whose vehicles are “totaled”             •     Oregon banks and credit unions are
        in an accident have better information and                receiving more oversight as they
        more rights as a result of House Bill 2190,               continue to face challenges related to the
        part of DCBS’ legislative agenda.                         economic downturn. The Division of
                                                                  Finance and Corporate Securities hired
    •   Hundreds of employers have obtained
                                                                  additional financial examiners to monitor
        workers’ compensation coverage in the
                                                                  banks’ financial condition and to ensure
        voluntary market instead of the assigned
                                                                  depositors are protected if a bank must
        risk pool in the past several years through
                                                                  be closed. Even though three banks in
        the Voluntary Coverage Assistance
                                                                  Oregon were closed in 2009, no Oregon
        Program and other efforts by DCBS,
                                                                  depositor lost money.
        the National Council on Compensation




                                                                For more information
                                                                For more information on our responsibil-
                                                                ities, programs, and initiatives — including
                                                                our annual performance report and budget
                                                                information — please visit our Web site,
                                                                www.dcbs.oregon.gov, call the DCBS
                                                                Director’s Office, 503-947-7872, or send
                                                                e-mail to dcbs.director@state.or.us. You
                                                                may also find key phone numbers and
                                                                e-mail addresses on pages 14 and 15.



6       Oregon Department of Consumer & Business Services
Our programs and action plans, 2010-2011

Workers’ Compensation Division
The Workers’ Compensation Division                       •    Continue to work with the Medical
protects injured workers’ benefits and rights                 Advisory Committee to identify injuries
in the workers’ compensation system by:                       that are cost drivers – such as back and
                                                              shoulder injuries – and determine treat-
•   Ensuring that employers maintain
                                                              ments that achieve the best outcome for
    workers’ compensation insurance
                                                              injured workers at the lowest cost.
    coverage.
                                                         •    Continue to expand return-to-work
•   Ensuring that injured workers receive
                                                              programs by offering incentives to those
    timely benefits and quality medical care.
                                                              who help injured workers find new
•   Facilitating injured workers’ early return-               vocations and jobs.
    to-work through incentive programs to
                                                         •    Ensure injured workers with limited profi-
    employers.
                                                              ciency in English have access to medical
•   Resolving medical, vocational, disability,                care by requiring insurers to provide
    and other disputes.                                       interpreters.
•   Providing consultation and technical                 •    Move to risk-based auditing of workers’
    assistance to workers, employers,                         compensation insurers to focus on poor




                                                                                                                Programs and Action Plans
    insurers, claims examiners, attorneys,                    performers and areas where there is more
    medical providers, and others.                            potential for poor performance.
•   Administering the Workers’ Benefit
    Fund programs.
Action plan, 2010-2011
• Help ensure injured workers have
   access to quality medical care by easing
   the administrative burden on medical
   providers. For example, the Workers’
   Compensation Division is part of a
   national committee to implement elec-
   tronic billing for workers’ compensation
   medical services.




                                                  Strategies, Accomplishments, and 2010-2011 Action Plans   7
    Oregon Occupational Safety and                          Action plan, 2010-2011
    Health Division (Oregon OSHA)                           • Improve employer access to and under-
                                                               standing of safety and health standards
    Oregon OSHA advances workplace safety                      or rules by providing more direct Web
    and health, reduces workplace injuries and                 access, writing rules more clearly, and
    illnesses, and reduces the cost of workers’                using common industry terminology.
    compensation insurance by:
                                                            •   Continue to aggressively market Oregon
    •   Inspecting worksites for safety and health              OSHA’s safety and health recognition
        compliance.                                             programs (VPP and SHARP) and educate
    •   Investigating workplace fatalities,                     employers about the bottom-line value of
        major accidents, and safety and health                  employee safety and health.
        complaints.                                         •   Increase employer and employee access
    •   Providing training and consultation                     to safety and health training through
        services.                                               improved use of technology.

    •   Developing occupational safety and health           •   Re-evaluate penalty policies to ensure
        rules.                                                  penalties are used effectively and create
                                                                incentives for compliance.
                                                            •   Better protect Oregon workers through a
                                                                confined space rule covering construc-
                                                                tion activities, in addition to the general
                                                                industry protections provided now.




8       Oregon Department of Consumer & Business Services
Building Codes Division                                •    Align Oregon codes with national model
                                                            codes and further reduce Oregon amend-
The Building Codes Division ensures safe                    ments, except in areas that align with
building construction while supporting a                    policy objectives, such as sustainability
positive business climate by:                               and energy-efficiency.
•   Adopting and administering uniform                 •    Continue implementing a comprehensive
    statewide building codes.                               electronic permitting program, which
•   Providing building code and rule                        will be available to local jurisdictions
    interpretation.                                         throughout the state so that customers
                                                            can electronically apply for and purchase
•   Assisting local government building                     permits, submit building plans, and
    departments and facilitating dispute                    schedule inspections.
    resolution.
                                                       •    Create additional streamlined permitting
•   Enforcing license, code, and permit                     processes, such as minor label permits,
    requirements.                                           to encourage contractors to comply with
•   Certifying inspectors and licensing trade               building regulations and to help ensure
    professionals.                                          quality construction for consumers.
•   Facilitating economic development efforts          •    Create an online submission form for
    around the state.                                       local jurisdictions to report permitting
                                                            surcharge revenue and payments.
•   Conducting inspections where local
    entities do not.                                   •    Continue to alert consumers, government,




                                                                                                              Programs and Action Plans
                                                            and businesses about local code violators.
Action plan, 2010-2011                                 •    Realign inspection services for manufac-
• Continue to promote green building                        tured homes, recreational vehicles, and
   methods and technologies by doing the                    prefab structures to meet the changing
   following:                                               nature of businesses in those industries.
    – Reduce energy use in residential and             •    Continue providing Web-based
      commercial building construction as                   continuing education program opportuni-
      directed in Senate Bill 79 (2009).                    ties for inspectors, planners, designers,
                                                            and contractors.
    – Develop a solar code to establish
      consistent construction standards and
      permitting processes for photovoltaic
      installations statewide.
    – Offer green building training across
      the state to building officials and
      inspectors as well as the construction
      and design communities.




                                                Strategies, Accomplishments, and 2010-2011 Action Plans   9
     Division of Finance and                                 Action plan, 2010-2011
     Corporate Securities                                    • Continue in-depth oversight of banks,
                                                                credit unions, and other depository
     The Division of Finance and Corporate                      lending institutions in light of the
     Securities encourages a wide range of finan-               economic downturn and softening of the
     cial services, products, and information                   commercial real estate market.
     for Oregonians, provided in a safe, sound,
     equitable, and fraud-free manner by:                    •   Further improve consumer protection
                                                                 in mortgage lending, by increasing the
     •   Supervising state-chartered or state-                   scope, number, and frequency of mort-
         licensed financial institutions and                     gage lending examinations; implementing
         financial-service providers (banks, credit              a new nationwide mortgage lending
         unions, consumer finance companies,                     licensing system; and beginning to license
         pawnbrokers, mortgage lenders, check                    loan originators.
         cashers, and money transmitters).
                                                             •   Implement new laws related to debt
     •   Regulating the sale of securities in                    management services to better protect
         Oregon, reviewing securities offerings,                 financially vulnerable Oregonians.
         and licensing those who sell them and
         those who advise about or manage                    •   Identify new methods to ensure that
         securities.                                             Internet providers of financial services
                                                                 meet consumer protection standards; and
     •   Protecting consumers, ensuring industry                 help consumers understand how to avoid
         compliance with financial service laws,                 fraud when purchasing these services.
         and promoting confidence in the financial
         system by investigating complaints and              •   Continue to work closely with other state
         alleged violations.                                     agencies and nonprofit housing counselors
                                                                 to provide information and resources to
     •   Providing education and other resources                 homeowners facing foreclosure.
         so that consumers can recognize and
         avoid fraud and inappropriate products              •   Conduct forums around the state aimed at
         and services.                                           helping seniors avoid financial fraud and
                                                                 make good financial decisions.




10       Oregon Department of Consumer & Business Services
Insurance Division                                     •    Increase Oregon’s annuities guaranty
                                                            fund benefit limit to better protect
The Insurance Division ensures the financial                consumers who invest in annuities.
soundness of insurers, the fair treatment of
consumers, and the affordability and avail-            •    Continue to closely monitor the financial
ability of insurance products by:                           solvency of Oregon’s insurance compa-
                                                            nies during the financial downturn.
•   Licensing insurance companies,
    producers (agents), adjusters, and                 •    Implement insurance-related elements
    consultants.                                            of Oregon’s health reform bill, House
                                                            Bill 2009, and federal health care
•   Reviewing insurance products and                        reform efforts.
    premium rates and monitoring insurer
    solvency.                                          •    Give consumers better access to division
                                                            services, such as consumer complaint
•   Monitoring insurers and producers to                    filing and general information about
    enforce insurance laws and issuing                      insurance, through traditional means as
    penalties for violations as appropriate.                well as advanced technology.
•   Helping resolve consumer complaints,               •    Make producer licensing and rates and
    advocating reforms to address common                    form filing faster and easier for customers
    consumer problems, and educating the                    through expanded electronic processes
    public about insurance issues.                          and redesigned procedures.
Action plan, 2010-2011                                 •    Develop an online premium tax filing
                                                            system for the collection of the health




                                                                                                               Programs and Action Plans
• Further strengthen the health insurance
   rate review process by requiring insurers                insurer assessment, which will fund
   to report and justify increases in admin-                health care for all Oregon children.
   istrative costs and looking at a company’s          •    Explore ways to protect consumers in
   overall financial picture.                               the growing area of “retainer practices,”
•   Continue to provide assistance to Orego-                in which health care providers charge a
    nians who lose health insurance coverage                set fee to patients for services provided
    during this economic downturn.                          in their offices, regardless of how many
                                                            visits.




                                                Strategies, Accomplishments, and 2010-2011 Action Plans   11
     Ombudsman for Injured Workers                           Small Business Ombudsman
     The Ombudsman for Injured Workers advo-                 The Small Business Ombudsman operates
     cates for injured workers in their dealings             as a resource center for small business
     with the workers’ compensation system by:               employers, insurers, trade groups, and agents
                                                             needing workers’ compensation information
     •   Providing workers with information and
                                                             and assistance by:
         training about rights and benefits.
                                                             •   Counseling employers on available
     •   Investigating and acting to resolve
                                                                 choices in the workers’ compensation
         complaints.
                                                                 insurance market and on their appeal
     •   Referring injured workers to other sources              rights and other options.
         of assistance.
                                                             •   Mediating solutions between employers
     •   Reporting and making recommenda-                        and insurance companies on classification,
         tions to the Governor, director, and other              audit, coverage, and premium disputes.
         concerned parties about how injured
                                                             •   Educating businesses and insurance
         workers may be better served.
                                                                 agents on workers’ compensation
     Action plan, 2010-2011                                      coverage, pricing, and claims processing.
     • Conduct outreach to injured workers and               •   Providing information to policymakers
        stakeholders to increase awareness of the                about initiatives, legislative concepts, and
        services the ombudsman’s office provides.                administrative rule revisions that may
                                                                 affect small businesses.
     •   Ensure that workers who need help have
         access to the ombudsman’s services                  Action plan, 2010-2011
         regardless of language, disability, or other
                                                             • Continue to build awareness of the
         potential barriers.
                                                                ombudsman by working with Small
                                                                Business Development Centers, trade
                                                                groups, small-business fairs, and other
                                                                agencies and employer groups that
                                                                engage small businesses.
                                                             •   Provide excellent service to small
                                                                 businesses by maintaining a 24-hour
                                                                 response time on all inquiries.
                                                             •   Continue to look for ways to improve the
                                                                 Oregon Assigned Risk Plan.




12       Oregon Department of Consumer & Business Services
Workers’ Compensation Board                            Senior Health Insurance Benefits
The Workers’ Compensation Board provides
                                                       Assistance (SHIBA)
timely and impartial resolution of disputes            The Senior Health Insurance Benefits Assis-
arising under workers’ compensation law and            tance (SHIBA) Program provides Oregon
the Oregon Safe Employment Act by:                     Medicare beneficiaries accurate and objective
•   Producing timely and legally supportable           information and helps them understand their
    decisions.                                         rights and options by:
•   Conducting an efficient, effective, and            •    Providing a network of volunteers to
    expeditious review of appealed cases.                   answer questions and provide counseling
                                                            to Medicare beneficiaries and their
•   Processing cases to the Court of Appeals
                                                            families.
    in a timely manner.
•   Providing timely scheduling of hearing             •    Conducting education and outreach to the
    requests.                                               public about Medicare and other health
                                                            insurance options
•   Providing mediation services to parties
    requesting an alternative to the hearing           Action plan, 2010-2011
    process.                                           • Increase locally based counseling services
Action plan, 2010-2011                                    by adding SHIBA sponsors.
• Enhance electronic docket system to                  •    Outreach to pharmacies to ensure they are
   provide even quicker and efficient service               aware of services SHIBA can provide to




                                                                                                               Programs and Action Plans
   to customers, produce reports to help                    their clients.
   manage agency performance, and make                 •    Focus outreach efforts to counties that
   more information available to the public                 have the highest concentration of low-
   online.                                                  income and disabled beneficiaries.
•   Automate the Interpreter Services
    Program, to help better track hiring,
    scheduling, and the cost of the program.
•   Continue to maintain the Board Review
    Division’s status of no backlog of cases
    on appeal and continue to fine-tune Board
    Review procedures in order to minimize
    the time between briefing completion and
    issuance of Board orders without sacri-
    ficing quality decisions.
•   Continue to meet timeliness standards
    within the 90 percent range when setting
    new requests for hearings and postponed
    cases and issuing administrative law
    judge Opinion and Orders.


                                                Strategies, Accomplishments, and 2010-2011 Action Plans   13
     Key contacts at DCBS
     Director’s Office
       Cory Streisinger, Director, dcbs.director@state.or.us ..............................................................503-947-7872
       Greg Malkasian, Deputy Director, gregory.a.malkasian@state.or.us .....................................503-947-7872
       Lou Savage, Senior Policy Advisor, louis.d.savage@state.or.us ...............................................503-947-7867
       Howard “Rocky” King, Senior Policy Advisor on Health Reform, rocky.king@state.or.us .503-947-7061
       Lisa Morawski, Public Information, Communications, lisa.m.morawski@state.or.us ..........503-947-7897

     Workers’ Compensation Division
         John Shilts, Administrator, john.l.shilts@state.or.us ............................................................. 503-947-7551

     Oregon OSHA
         Michael Wood, Administrator, michael.wood@state.or.us ...................................................503-947-7400

     Building Codes Division
         Patrick Allen, Acting Administrator, patrick.allen@state.or.us ...........................................503-378-4150

     Insurance Division
         Teresa Miller, Administrator, teresa.d.miller@state.or.us ....................................................503-947-7202

     Division of Finance and Corporate Securities
         David Tatman, Administrator, david.c.tatman@state.or.us .................................................. 503-947-7475

     Workers’ Compensation Board
         Abigail Herman, Chair, abbie.l.herman@state.or.us ............................................................ 503-934-0127

     Ombudsman for Injured Workers
         Jennifer Flood, Ombudsman for Injured Workers, jennifer.r.flood@state.or.us ................. 503-947-7031

     Small Business Ombudsman for Workers’ Compensation
         David Waki, Small Business Ombudsman, david.waki@state.or.us ....................................503-947-7879

     Senior Health Insurance Benefits Assistance (SHIBA)
         Howard “Rocky” King, Administrator, rocky.king@state.or.us .........................................503-947-7061




14      Oregon Department of Consumer & Business Services
DCBS Hotlines
Department of Consumer and Business Services ...........................................................................503-378-4100
DCBS en español .............................................................................................................................800-843-8086
Ombudsman for Injured Workers ....................................................................................................800-927-1271
Small Business Ombudsman for Workers’ Compensation............................................................ 503-378-4209
Workers’ Compensation Infoline ....................................................................................................800-452-0288
Workers’ compensation employer compliance................................................................................888-877-5670
Re-employment assistance ..............................................................................................................800-445-3948
Re-employment assistance/Southern Oregon .................................................................................800-696-7161
Workers’ Compensation Board ........................................................................................................ 877-311-8061
Oregon OSHA.................................................................................................................................. 800-922-2689
Oregon OSHA en español ...............................................................................................................800-843-8086
Building Codes Division ................................................................................................................. 800-442-7457
Insurance Division ........................................................................................................................... 888-877-4894
Senior Health Insurance Benefits Assistance ................................................................................. 800-722-4134
Division of Finance and Corporate Securities.................................................................................866-814-9710

For worker, consumer, and business resources, go to www.dcbs.oregon.gov and in the Help for … menu,
click on “Businesses” or “Consumers and workers.”




                                                                                                                                                                   DCBS Contacts and Hotlines




                                                                       Strategies, Accomplishments, and 2010-2011 Action Plans                                15
16   Oregon Department of Consumer & Business Services
                                                                                                                                           Organizational Chart
Department of Consumer and Business Services organizational chart



                                       DCBS Director                         DCBS Deputy Director
                                       Cory Streisinger                         Greg Malkasian




                           Communications Services                              Workers’ Compensation Ombudsmen
                               Lisa Morawski                                    Injured Workers          Small Business
                                                                                 Jennifer Flood            David Waki




        Workers’                 Oregon OSHA                   Building Codes           Insurance           Division of Finance &
      Compensation               Michael Wood                     Division               Division           Corporate Securities
         Division                                               Patrick Allen          Teresa Miller            David Tatman
                            •	 Consultative	services
        John Shilts         •	 Training                   •	 Code	adoption         •	 Agent	licensing       •	 State-chartered	and	
 •	   Benefits                                            •	 Uniform		             •	 Company		                licensed	financial	
                            •	 Standards	and	                                                                  institutions
 •	   Compliance               technical	resources           application              examination
                                                          •	 Licensing             •	 Consumer		            •	 Securities		
 •	   Medical               •	 Enforcement
                                                                                      complaints               registrations
 •	   Dispute	resolution    •	 Administration,	grants,	
                                                      	   •	 Standards
                                                                                   •	 Form	reviews          •	 Licensing	and		
                               and	operations             •	 Enforcement                                       enforcement
                                                                                   •	 Enforcement




        Workers’                 Senior Health            Fiscal and Business          Information           Employee Services
      Compensation            Insurance Benefits                Services              Management              Salvador Llerenas
         Board                    Assistance                  Kay Erickson               Division
                                                                                                            •	 Human	resources	
      Abbie Herman,               Rocky King              •	   Accounting             Dorothy Oliver           consultation
       board chair          •	 Counseling	and	                                     •	 Systems	support       •	 Recruitment
                                                          •	   Budgeting
                               outreach	to	
 •	 Adjudication                                          •	   Purchasing          •	 Research	&	           •	 Training
                               Medicare	
 •	 Board	review               beneficiaries	                                         analysis              •	 Mail
                                                          •	   Payroll
                                                                                   •	 Computer	support      •	 Safety/risk
                                                          •	   Collections
                                                                                                            •	 Facilities




                                                                  Strategies, Accomplishments, and 2010-2011 Action Plans             17
Oregon Department of Consumer and Business Services
          350 Winter Street NE, Salem, Oregon
 Mailing address: P.O. Box 14480, Salem OR 97309-0405
        Phone: 503-378-4100, Fax: 503-378-6444,
                 Español: 800-843-8086
            Web site: www.dcbs.oregon.gov




                                                        440-2982 (1/10/COM)