Regarding the management response: classic bureaucratic nonsense from head of community services.
It's never management or staff.....it's always the software. 
How is it then that two years ago the then director was raving about the new software and systems that would make all this (poor record keeping) a thing of the past?

When dealing with Multnomah County bureaucrats one never has to read between the lines. They have no problem spinning the truth. The tell: every response involves the need for more money. Performance, execution, positive results, continuous improvement, accountability.....just a bunch of silly "business" jargon to them (I was told it doesn't apply to government). What they need, what they always need, is more money to fix all the mistakes. My second question for you: since this year's budget is close to $10 million dollars, why would they need more money? 
Your thoughts?