The revolving door at the Arizona Department of Economic Security contributed to poor accountability and performance. In a span of 10 years, nine directors did their best to lead the agency, with only limited results.

Perhaps they just hadn't found the right person for the job. Perhaps they needed a CPA.

Overhauling the System
For the past six years, Dr. Linda J. Blessing has taken the largest state agency in Arizona and made it one of the most successful human service agencies in the nation. The Department has delivered $2.5 billion in resources to more than one million citizens through public assistance with a food stamp program, child protective services activities and child support enforcement. Based in Phoenix, she manages a staff of 9,500 and has 150 offices in the state.

"You don't find many CPAs who are directors of human service agencies," says Linda. "The key to success is caring about the needs of the people we serve while maintaining good fiscal accountability for our other customers--the taxpayers. You don't always find that kind of attitude with people who manage agencies."

Linda's progression to director and passion for humanity began during her 20-year tenure in governmental performance auditing in California and Arizona, including her service as a deputy auditor general. She served as a volunteer in human services while gaining experience as a CPA, and was asked in 1992 by the Arizona governor to take a temporary six-month position as director of the agency until a permanent replacement could be found. Based on her background as a CPA and love of social service, she decided to stay indefinitely, and was re-appointed by another governor for a new term.

The improvements she made have been remarkable--and most of them happened because of her analytical background to realize and effect change. Three years ago, she created a 24-hour central hotline for child abuse and neglect to ensure that incoming calls were screened by knowledgeable people who could respond quickly to ensure children were safe. Taking the control away from local government and centralizing calls from across the state was an undertaking for which she was both criticized and praised.

"Some of our hardest work is done trying to make sure we are following best practices, just as a CPA would for a client or employer," she says. "Child protection is our highest priority and yet, is a no-win situation. You have people on both sides of the continuum, with one segment telling you not to interfere with families and the other side thinking we don't do enough."

Demonstrating Need by Example
Shortly after she started, Linda applied continuous improvement and reengineering techniques to the state's child support collection function, eliminating no value and low value activities, automating systems and creating a customer service unit. Previously, Arizona ranked 54^th in the nation, behind the territories, with collections totaling $40 to $50 million annually. Based on her techniques, Arizona quickly surpassed other states with collections of $150 million. The goal for 1998 is $167 million.

"One of our basic principles is to mange by fact, because this not only demonstrates we have data and performance measures, but also improves the outcomes for our clients," she says. "People often make emotional appeals to the legislature for funding. I knew we had to factually demonstrate the need for more money and additional support if we were going to make changes."
 

As national chair of Women Executives in State Government, Linda assists in developing women leaders in government positions. She is active on the Board of Directors of the American Public Human Services Association and maintains her involvement in the accounting and auditing world by serving on national committees and as the immediate past president of the Arizona Society of CPAs. In addition, she serves on the Federal Accounting Standards Board.

"I think of myself first and foremost as a public administrator, and credit my CPA background as helping me achieve this realization."

CPAs who wish to ask Linda questions on her improvement measurements or experiences within government can contact her at volb2989@de.state.az.us.