Source Documents

Summary of Inquiries by Service — 2024

Aggregate summary of Senior HelpLine and information and referral inquiries categorized by service type.

Summary of Inquiries by Service — 2025

Aggregate summary of Senior HelpLine and information and referral inquiries categorized by service type.

Summary of Inquiries by Service — 2026

Aggregate summary of Senior HelpLine and information and referral inquiries categorized by service type.

Summary of Unduplicated Calls — 2024

Aggregate count of unduplicated callers to the Senior HelpLine.

Summary of Unduplicated Calls — 2025

Aggregate count of unduplicated callers to the Senior HelpLine.

Summary of Unduplicated Calls — 2026

Aggregate count of unduplicated callers to the Senior HelpLine.

Senior HelpLine Combined Report — 2024, 2025, 2026

Combined spreadsheet report covering Senior HelpLine activity across all three years.

APS Intakes — 2024

Adult Protective Services intake records for calendar year 2024.

APS Intakes — 2025

Adult Protective Services intake records for calendar year 2025.

APS Intakes — 2026

Adult Protective Services intake records for 2026 through the date of the FOIA request.

Governor's Office — Follow-Up Contact, September 25, 2026

Response pending. As of September 25, 2026, the office stated it needed "a few more days." No specific date provided. FOIA Request #2026-654.

Governor's Office — Extension Letter, September 18, 2026

The Office of the Governor asked for five more business days and said it will respond by September 25, 2026. FOIA Request #2026-654.

Chicago 311 — Final Response, September 28, 2026

Chicago 311 City Services issued its final response on September 28, 2026. The response email linked a final response letter, an SF report, annual call-volume reports for 2024 and 2025, and a 2026 year-to-date call-volume report. Findings from these materials have not yet been incorporated into this review. FOIA Ref. #F151441-091126.

Chicago 311 — Extension Letter, September 18, 2026

Chicago 311 City Services asked for five more business days, saying that responding within the normal time limits would unduly burden or interfere with its operations. FOIA Ref. #F151441-091126.

Illinois DHS — Final Response, October 2, 2026

IDHS reported that it had no aggregate reports or summary records responsive to the request about processing barriers, referrals, and customer-service performance. The department stated its FOIA team consulted multiple bureaus and offices within the Division of Family and Community Services. The response does not establish whether individual programs, other divisions, or contractor-operated systems maintain relevant records. FOIA Reference: 26-FTS-9561.

Illinois DHS — Second Extension Notice, September 26, 2026

Response pending. IDHS requested an additional five-business-day extension and stated it would respond on or before October 2, 2026. Agency-stated response date: October 2, 2026.

Illinois DHS — Extension Notice, September 17, 2026

The Illinois Department of Human Services asked for five more business days and said it will respond by September 25, 2026. The request asks how the agency tracks resident questions, application problems, referrals, transfers, and customer-service performance. FOIA Reference: 26-FTS-9561.

IDPH Amended FOIA Response, September 25, 2026

IDPH issued an amended response for FOIA reference DPH 26-1539, stating it had no responsive records beyond previously identified complaint reports and public healthcare-facility complaint information. The letter describes an early-stage Director's Office initiative to track customer-service issues that had not yet begun tracking. Pages 3-4 contain the search description, response rationale, and initiative description. Pages 6-8 reproduce the original request.

Chicago Dept. of Public Health — Extension Notice, September 17, 2026

The Chicago Department of Public Health asked for five more business days to locate responsive documents and said it will continue its search through September 25, 2026. FOIA Reference: Q151445-091126.

Cook County Clerk's Office — Supplemental Correspondence, September 17, 2026

Supplemental correspondence from the Cook County Clerk's Office explaining the scope of records maintained across departments, providing additional information about the Help Desk and Fraud Unit, and clarifying the Recording Operations dashboard categories.

Category Report — Graph

Visual summary of Recording Operations calls by category for January 1, 2022 through September 11, 2026.

Category Report — Table

Table showing recorded call categories for Recording Operations: Transfer (22,085), Recordings (22,652), Recording Fees (691), Help Desk (45), Other (2,128), Spanish Speaking (263), Quality Assurance (30). These counts do not represent unique residents and do not represent all contacts received by the entire Cook County Clerk's Office.

Call Report — Graphs

Charts showing Recording Operations calls by day of week and hour of day.

Call Report — Tables

Tables showing Recording Operations calls by day of week and hour of day.

City Clerk — Final Response, October 1, 2026

The Office of the City Clerk responded on October 1, 2026, reporting no responsive records. The Office stated it does not maintain the types of aggregate reporting requested concerning resident inquiry patterns, transfers, repeat contacts and outcomes, or recurring service issues identified by frontline employees. FOIA Request F153078-091826.

City Clerk — Extension Notice, September 25, 2026

On September 25, 2026, the Clerk's Office requested five additional business days, citing operational burden. FOIA Request F153078-091826. Source: "Base_Template_9252026 (1).pdf."

Cook County Treasurer — Extension Notice, September 18, 2026

The Cook County Treasurer asked for five more business days because not all requested records had been located during the routine search and additional efforts were being made to locate them.

Reason For Taxpayer's Call

Summary of recorded taxpayer call wrap-up reasons between January 1, 2024 and September 14, 2026. The sheet reports a Grand Total of 58,444 entries in this wrap-up-reason summary. This number does not represent 58,444 unique residents and does not represent the total number of all calls received by the Treasurer.

Call Center Queue Data

Call-center operational statistics for the period January 1, 2024 through September 14, 2026, including calls presented, calls handled, abandoned calls, handle time, speed of answer, and queue-time measures. The sheet contains two rows labeled "Treasurer_HG22." These rows have not been assigned to particular calendar years or combined into a new total pending an interpretation from the Treasurer.

Calls Transferred Out

Counts of outbound call transfers between January 1, 2024 and September 14, 2026. The recorded transfer counts total 10,878. Transfer destinations are represented primarily by coded Extension IPCC identifiers. The government office, agency, or organization associated with those identifiers has not been inferred.

Raw Data

Underlying wrap-up-reason totals organized by agent and category. Individual employee performance conclusions have not been published based on this sheet.

Illinois Comptroller — Extension Notice, September 18, 2026

The Illinois Office of Comptroller asked for five more business days to respond to a request about public inquiries, call classifications, referrals, and call-center performance measures.

Illinois Comptroller — Chicago Call Log Front Desk 2024

The 2024 Chicago front-desk report provided as part of the September 24, 2026 response. Documents call volume, inquiry categories, call-handling performance measures (answered calls, abandoned/unanswered calls, average wait time, average handling time), and referral destination agencies for the Chicago front desk. Note: The monthly totals sum to 3,298 while the stated annual total is 2,347. The difference remains unexplained.

Illinois Comptroller — Call-Queue Dashboard, March–September 2026

Dashboard covering inbound calls across 15 queues from March 16 through September 16, 2026. Provided as part of the September 24, 2026 response. This report is not a full-year report and its queues are not confirmed as Chicago-specific.

Office of the Mayor — Extension Notice, September 17, 2026

The Office of the Mayor asked for five more business days, saying that responding within the normal time limits would unduly burden or interfere with its operations. FOIA Reference #F151451-091126.