Illinois sought to strengthen its Adult Protective Services (APS) program to better protect vulnerable adults.

The Illinois Department on Aging wanted to assess and improve its Adult Protective Services (APS) program to ensure it effectively protects older adults and adults with disabilities from abuse, neglect, and exploitation. With growing concerns about service gaps, inconsistent practices, and the need to balance client self-determination with safety, the state aimed to align its APS program with national best practices and federal guidelines. 

NORC conducted a comprehensive, stakeholder-informed assessment of Illinois’ APS program.

NORC, as a subcontractor to the National Adult Protective Services Association (NAPSA), conducted a comprehensive programmatic review of APS and provided actionable recommendations. NORC’s approach combined rigorous policy analysis, stakeholder engagement, and comparative research. We also examined best practices from other states with similar structures to inform recommendations.

Engagement with program staff and the community served was a key component of the project. We developed and implemented a robust outreach plan that included interviews, focus groups, and surveys with nearly 100 stakeholders, including older adults, caregivers, APS service providers, and state agency staff. This inclusive process ensured the perspectives we captured were representative of the state’s diverse population.

We also evaluated models of service delivery in areas such as intake, capacity determination, investigations, guardianship, self-neglect, recidivism prevention, and quality assurance. The team assessed Illinois’ practices against national benchmarks.

NORC helped deliver a roadmap for strengthening Illinois’ APS program.

The project culminated in a comprehensive final report with detailed recommendations for improving Illinois’ APS program. Key deliverables included:

• A stakeholder engagement summary
• A proposed model for service delivery
• A quality assurance framework

Our findings highlighted the importance of balancing client autonomy with safety, improving intake and investigation protocols, and enhancing cultural competence across the system.

The recommendations are expected to inform future policy decisions and program redesign efforts by the Illinois Department on Aging. By aligning with national standards and incorporating stakeholder input, the state is positioned to deliver more effective protective services.