Oregon’s Universal Representation program receives positive performance & program assessments, with auditors highlighting robust systems and effective oversight

The Oregon Worker Relief Executive Committee is proud to announce exciting results from independent performance and program audits of the state’s Universal Representation program, Equity Corps of Oregon. As required by Senate Bill 1543, these rigorous evaluations examined our first two years of operations ending June 30, 2024.

The verdict is in: ECO is thriving! The audits concluded that Oregon Worker Relief has “created a conducive environment for the URep program to flourish,” with “robust” systems that are effectively serving our communities. Most importantly, an overwhelming 93% of program participants report satisfaction with the quality and coordination of services they’ve received.

The independent audits confirm that Equity Corps of Oregon has built a strong foundation to protect Oregon families, communities, and employers. Today, the program has grown to serve over 12,000 immigrants and refugees in the state. In a time when immigrant communities face increasing threats, Oregon’s innovative approach is proving that universal representation not only works—it transforms lives.

Read our full response to the performance audit below.

Oregon’s Universal Representation Program Audit Reports 
For the Two-Year Period Ended June 30, 2024

Universal Representation Performance Audit Report
Performance Audit Required Communications
Universal Representation Program Audit Report
Program Audit Required Communications

Oregon Worker Relief Response to the Universal Representation Performance Audit Findings

The Oregon Worker Relief Executive Committee appreciates the thorough and independent performance audit of the Universal Representation Fund program for the two-year period ending June 30, 2024. The audit was undertaken as part of SB 1543’s rigorous reporting and accountability provisions.

Audit Findings

The audit found that:

• the “Oregon Worker Relief administration [has] created a conducive environment for the URep program to flourish”;

• “the overall setup and self-monitoring are meeting expectations”; and,

• the underlying systems “are robust and currently serving the needs” of the community.

The audit’s findings reinforce the fact that 93% of people who have received support through the program believe that the services were both satisfactory and well-coordinated. The audit made four recommendations for improvement. 

We concur with the audit’s findings and accept and adopt the recommendations. We have begun implementing the recommendations as described below.

The people of Equity Corps of Oregon (ECO)—immigrants and refugees—are Oregonians from many walks of life. They have lived and worked in Oregon for decades and are deeply rooted in their communities. Some are newcomers who have fled violence, religious persecution, or war. For generations, Oregon has welcomed people who seek to build a better life for themselves and their families. As neighbors, business owners, taxpayers, and workers, immigrants and refugees are an integral part of Oregon’s diverse and thriving communities and make extensive contributions that benefit all. However, our broken federal immigration system has left many of our immigrant neighbors in legal limbo, the impacts of which are felt by families, communities, employers, and workers statewide. Currently, attacks on immigrant communities have increased, sowing even additional fear and instability.

As the audit finds, Oregon has made tremendous progress building a new model of statewide universal representation since its passage in 2022. Immigrants and refugees, community groups, and legal professionals worked together to build the successful Equity Corps of Oregon program. Together, we have created a system that supports Oregonians who are excluded from full participation in their communities due to their immigration status. Universal Representation doesn’t just serve people–it helps them succeed.

The program is widely popular and needed, but as the audit correctly identifies there are not enough attorneys available to meet the demand. The audit demonstrates that the primary challenge facing the program comes from a shortage of legal service providers in the state and nationwide.

Implementing Recommendations

We accept all of the audit’s recommendations and are already taking steps to implement them. We have also established rigorous key performance indicators (KPIs) that this program is successfully meeting. For example, ECO’s systems now automatically monitor more than 21 metrics each day to keep wait times within targets and achieve faster resolutions of referrals.

• Waitlist Analysis & Targets – The audit recommends a lookback analysis over the waitlist to come up with a reasonable target for the next two years. We concur. During a preliminary analysis, we reviewed each step of the waitlist process. Assuming sufficient resources are appropriated, the OWR EC has set a target of no more than 45 days of waiting for non-detained individuals seeking services. We believe this to be a feasible goal; as of the writing of this letter, the wait times are currently under 25 days.

• Call Center Improvements – The audit recommends adding a help desk ticketing system to minimize call center wait times. We concur and have begun implementing a ticketing system which will fully come online soon. Call center wait times are being monitored regularly and, as of the writing of this letter, the average hold time for ECO’s statewide call center is just above 3 minutes. At peak hours, there is a 2% missed call rate. Callers are able to leave messages and center agents, in addition to answering calls, return calls each day. Improving call wait times is a key focus for ECO. We are monitoring various KPIs at the Call Center including total calls per day, average calls per day, outbound follow- up calls, average wait times, average handle times, and missed calls in order to make adjustments to staffing and call center agent training.  ECO has plans to create additional online options for accessing case information, including the creation of a secure online portal should funds be appropriated for the next biennium. Such changes would help increase and streamline access to this critical program.

• Automated System Alerts – The audit recommends additional technology automations and alerts to support efficient navigations and referrals. We concur and have begun designing additional automations, alerts, and trainings to move more navigations even faster than before. These systems are in the early design phase, with the objective of launching next quarter.

• Legal Capacity Expansion – The audit recommends initiatives to expand the scope of available providers. We concur and have begun implementation. We are committed to growing the legal capacity in Oregon to meet the needs of our communities and we have advanced several initiatives to build Oregon’s workforce of culturally competent, community-oriented legal professionals.

Clinics and workshops in Portland, Medford, Hermiston, Woodburn, Forest Grove, and Bend help immigrant and refugee Oregonians today, while the program trains a new generation of lawyers, paralegals, and accredited representatives to build capacity for tomorrow.

We have made and are making additional improvements to the popular panel attorney program to increase participation of lawyers who can provide immigration legal services. We are working on multiple approaches to recruit and train the next generation of immigration attorneys, paralegals, and accredited representatives including the Immigrant Justice fellowship program and the Colibrí Fellowship for DOJ Accreditation.

Importantly, we are working to leverage the support of Oregon’s law schools and community colleges to expand service capacity and train the next generation of legal service providers by expanding existing programs such as ECO’s Friend of Court program and supporting law school clinics at Willamette University College of Law as well as designing new initiatives.

We anticipate the program’s continued growth and improvement. Oregon’s Universal Representation program, ECO, has been a beacon of hope to immigrant and refugee Oregonians statewide. It has served over 12,000 immigrants and refugees with both affirmative legal services and deportation defense. People in the detained representation program win the right to remain at 8x the national average. And we are regularly and significantly achieving positive outcomes for people in non-detained removal proceedings.

We extend our sincere thanks to the audit team for their collaborative approach and valuable insights that will help us further strengthen this vital program.

Oregon Worker Relief Executive Committee