Transcript Highlights:

• > violates<00:13:48.880> a conduct includes conduct that violates a conduct includes conduct
• ethical conduct. ethical conduct.
• the highest standard of ethical conduct. the highest standard of ethical conduct.
• <01:08:03.360> as<01:08:03.520> conduct identifies improper conduct as conduct identifies
• ethical conduct. ethical conduct.

Keywords: 1187, senate, all

Transcript Highlights:

• Only 493 sites were conducted or supervised by Ecology.
• We conducted two focus groups and participants Experiences with Ecology.
• the actual cleanup on those sites, to conduct community engagement activities.
• So, It was an Ecology conducted or supervised site and they closed it out themselves.
• So, It was an Ecology conducted or supervised site and they closed it out themselves.

Summary: The I-900 Subcommittee held a public hearing on the State Auditor’s performance audit, Community Engagement During Contaminated Site Cleanups. Auditors said Ecology directly conducts or supervises cleanup at only about 8% of active contaminated sites, while most sites are handled by third parties or have no cleanup plan yet. The audit found that Ecology generally met legal requirements at the sites it oversees, but community engagement varied, was not consistently tailored to local needs, and lacked a systematic “lessons learned” process. Auditors also found inconsistent coordination between Ecology and the Department of Health, and limited guidance for staff on when to collaborate. Tribal feedback was mixed: some tribes said engagement met their needs, while others wanted earlier and more tailored outreach. Committee members pressed the auditors on why many third-party-managed sites appeared to have little or no public involvement, and whether Ecology has broader authority to require public engagement and oversight. The auditors responded that their review focused on community engagement requirements, not the full cleanup permitting process, and said the gap they identified was the lack of required oversight for third-party engagement. Members also asked about tribal engagement, exposure scenarios, and the meaning of “active” and “planless” sites. Ecology officials said they agreed with many of the findings, were already taking steps to improve community research, lessons-learned reviews, tribal guidance, and coordination with Health, and had recently launched a public email notification system for site status changes. They also said some recommendations would require additional funding or staff resources. Public testimony supported stronger community engagement and more resources for Ecology. Washington Conservation Action said contaminated sites disproportionately affect communities of color and low-income communities, praised the audit for highlighting the need for better site-specific engagement, and urged full funding for MTCA-related work. The hearing ended with the chair inviting written comments and adjourning the meeting.

Transcript Highlights:

• the code of conduct. the code of conduct.
• I, so this is an educator code of conduct, not a parental code of conduct.
• Um we we are not the code of conduct. Um we we are not the code of conduct.
• conduct. Right. Right. Right. conduct. Right. Right. Right.
• educator's conduct as a professional. educator's conduct as a professional.

Keywords: 1191, senate, all

Transcript Highlights:

• conduct its own investigation?
• force investigations unit to conduct force investigations unit to conduct investigations<00:05:19.919
• So, you are conducting investigations.
• So, you are conducting investigations.
• So, you are conducting investigations.

Keywords: 1183, house

Transcript Highlights:

• Johnson was reviewing statutes and came across this inequity between criminal sexual conduct statutes
• Believe it or not, our statutes are misaligned in such a terrible way that criminal sexual conduct of
• This is one piece that, as we continue to do this work, we find new pieces that we've missed. conduct
• <00:02:23.599> so degree uh criminal sexual conduct so degree uh criminal sexual conduct so
• Um, they could be charged with criminal sexual conduct.

Keywords: 919, house, all

Summary: House File 128 was heard and then laid over for possible inclusion in the committee omnibus. The bill, authored by Representative Ric, would raise penalties for prostituting a minor so they align with existing criminal sexual conduct penalties: from 20 to 30 years for victims under 14, from 10 to 15 years for ages 14 to 16, and from 5 to 10 years for ages 16 to 18. The author said the bill addresses a statutory mismatch that makes prostitution of a minor carry a lower penalty than some sexual conduct offenses, and noted it was part of a broader, ongoing effort to reform criminal sexual conduct laws. Caroline Palmer of the Minnesota Department of Health provided technical assistance and described the harms of child sexual exploitation, including trafficking, survival sex, coercion, and long-term physical and mental health consequences. She said children are exploited in many settings, including online, and that vulnerability factors such as housing instability, abuse, disability, and lack of support increase risk. She also cited research showing buyers of trafficked minor girls often came from varied backgrounds, and emphasized that victims can face lasting trauma and collateral consequences in education, employment, housing, and the justice system. Members asked about the administration’s position, and Palmer clarified she was there only to provide technical assistance, not to represent a formal endorsement. Representative Mher noted that current law may already allow criminal sexual conduct charges in some cases involving very young victims, suggesting other tools remain available. Representative Pinto said he understood the policy concern but wanted to examine the bill’s structure and penalty levels further. No amendments or votes were taken, and the bill was simply laid over.

Transcript Highlights:

• Judicial Conduct.
• The code of judicial conduct. Code of judicial conduct? Right, and that is already in statute.
• Judicial conduct there. Correct. I would just replace ethical standards with judicial conduct.
• Judicial conduct.
• , replacing it with judicial conduct.

Bills: HB1455

Keywords: tribal consultation, Indian Affairs Commission, tribal governments, tribal sovereignty, state-tribal relations, Native American, tribal nations, consultation requirement, legislative process, jurisdiction, sovereignty, North Dakota tribes, government-to-government consultation, tribal chairpersons, 908, all

Summary: The Judiciary Committee first heard House Bill 1455, which would require the North Dakota Indian Affairs Commission to review introduced legislation for tribal implications and conduct consultation with affected tribes. Rep. Collette Brown said the bill was intended to formalize and strengthen tribal consultation, and Standing Rock Sioux Tribe representative Ross Bell testified in support. Brad Hawk, executive director of the Indian Affairs Commission, testified neutrally, saying the office already does much of this work but that the bill would add structure; several senators raised concerns about duplication, possible future staffing costs, and whether the bill was necessary. The committee amended the bill to replace “each measure” with “all legislation,” then passed a do-not-pass recommendation on HB 1455 by recorded vote, with Sen. Luick designated as carrier. The committee then took up House Bill 1032, dealing with municipal courts, appeals, and judge qualifications. Legislative Council and court staff walked through proposed amendments, including making municipal courts courts of record on a delayed effective date, clarifying appeal procedures, and adding standards for municipal judges. Members discussed whether to use the term “ethical standards” or “judicial conduct”; after questions about definitions and enforcement, the committee settled on replacing the language with “judicial conduct” in the amended bill. The committee adopted the amendments and then passed HB 1032 as amended on a do-pass vote, with Sen. Cory to carry. Later, the committee heard House Bill 1263, which would make it easier for people with criminal records to seek sealing after a denial by allowing an appeal and reducing the waiting period for a new petition from three years to one year. Rep. Nels Christensen, Christopher Davis, Travis Fink, and Brad Peterson all supported the bill’s goal of giving people a better path to rehabilitation and employment. The main point of disagreement was whether to keep the statutory presumption that the benefit to the petitioner must outweigh the presumption of openness of criminal records; several witnesses urged removing that language, while others said it was part of the compromise that created the current law. The committee closed the hearing without taking final action and said it would review the House discussion before deciding later.

Transcript Highlights:

• And the House, and all of our projects are conducted at the Legislature's direction.
• We use tools both qualitative and quantitative to conduct our research.
• We've been conducting that.
• We've been conducting that.
• auditing, and that's the standards we follow in conducting our operational audits.

Summary: The Joint Legislative Auditing Committee met to receive annual overviews of its oversight responsibilities and the work of the Auditor General and OPAGA. Committee staff reviewed the committee’s authority over state and local governments, enforcement of audit-report filing requirements, repeated audit findings, Transparency Florida reporting, and lobbying compensation audits. Auditor General Cheryl Norman described her office’s independence, audit standards, quality control, and major audit areas, including the state’s annual financial and single audits, school district and university audits, operational and performance audits, and attestation work. She also noted staffing shortages, recruitment efforts, and a request for carry-forward funds to study salaries. Members asked about whether audits can quantify recoverable dollars, how school district spending comparisons are handled, and how to raise concerns about DCF-related audits or a local city audit that has been pending for years. Norman said her office can quantify findings when possible, sometimes compares costs across districts in operational audits, and that members can bring specific concerns to the appropriate deputy auditor general or the committee. She also explained that citizen or local-government audit requests may require payment of audit costs. OPAGA Coordinator Kara Collins-Gomez outlined OPAGA’s role as a legislative research unit that conducts studies directed by law, the presiding officers, or the committee, and described its policy areas, methodologies, contract monitoring, and recurring statutory reports. Deputy Auditor General Matthew Tracy explained how to read operational audit reports, including findings, criteria, condition, cause, effect, recommendations, and management responses. Deputy Auditor General Greg Senators explained financial audit reports, including audit opinions, required supplementary information, internal control and compliance findings, federal program compliance, and management letters. The meeting concluded with thanks to the presenters and a motion to adjourn, which passed without objection.

Transcript Highlights:

• Which has a deadly conduct statute.
• A person acts recklessly with regard to circumstances surrounding his conduct and the result of his conduct
• Police officers should be held accountable for conduct that rises to the level of deadly conduct.
• Um, What is the intent behind a deadly conduct charge?
• Why are we using deadly conduct?

Transcript Highlights:

• In 2021, the criminal conduct.
• <00:42:13.040> They criminal conduct impeachable. They criminal conduct impeachable.
• <00:48:13.200> On judge's conduct. Here are the facts. On judge's conduct.
• Judge Goodman said the conduct.
• We can conduct of Judge Goodman.

Keywords: 958, all

Bills: SCR12, HB221, HB509, HCR58, SB78, SB25, SB80, SB132, SB155, SB157, SB202, SB228, SB250, SB414, SB433, SB479, SB513, SCR9, SCR58, SB65, SB215, SB249, SB269, SB282, SB296, SB323, SB363, SB369, SB474, SB490, SB492, SB500, SB514, HCR32, HB17, HB41, HB73, HB223, HB244, HB759, HB906, HB966, HB1006, HB1009, HB1086, HB1107, HB1112, HB1215, HB1242, SB217, SB283, SB469, HB36, HB42, HB74, HB119, HB159, HB259, HB302, HB414, HB459, HB776, HB848, HB956, HB1017, HB1028, HB1095, SB208, SB312, SB382, SB389, HB210, HB258, HB359, HB368, HB468, HB552, HB732, HB784, HB870, HB953, HB1117, HB1236

Keywords: logging, recognition, John Keith, environment, safety, Mississippi River bridge, Trump Expressway, transportation, federal funding, Louisiana highways, injection wells, public hearing, geologic sequestration, environmental impact, public comment, Ascension Parish, state capitol, economic development, community partnership, celebration day

Bills: SCR12, HB221, HB509, HCR58, SB78, SB25, SB80, SB132, SB155, SB157, SB202, SB228, SB250, SB414, SB433, SB479, SB513, SCR9, SCR58, SB65, SB215, SB249, SB269, SB282, SB296, SB323, SB363, SB369, SB474, SB490, SB492, SB500, SB514, HCR32, HB17, HB41, HB73, HB223, HB244, HB759, HB906, HB966, HB1006, HB1009, HB1086, HB1107, HB1112, HB1215, HB1242, SB217, SB283, SB469, HB36, HB42, HB74, HB119, HB159, HB259, HB302, HB414, HB459, HB776, HB848, HB956, HB1017, HB1028, HB1095, SB208, SB312, SB382, SB389, HB210, HB258, HB359, HB368, HB468, HB552, HB732, HB784, HB870, HB953, HB1117, HB1236

Keywords: logging, recognition, John Keith, environment, safety, Mississippi River bridge, Trump Expressway, transportation, federal funding, Louisiana highways, injection wells, public hearing, geologic sequestration, environmental impact, public comment, Ascension Parish, state capitol, economic development, community partnership, celebration day

Summary: The Senate met with 29 members present, heard a prayer and national anthem presentation, and approved the journal without objection. The chamber then received multiple messages from the House on conference committee reports and concurrence actions, and took up a long calendar of Senate resolutions and House/Senate bills returned from the House with amendments. Several resolutions were adopted without objection, including commendations and requests for reports or studies, while others were left over or returned to the calendar. The Senate concurred in or adopted amendments on a series of bills covering registrar compensation (SB 25), broadband administration and reimbursement (SB 80), school safety master key boxes (SB 132), dental coverage for cancer treatment (SB 155), paid parental leave for educators (SB 157), election supervisor compensation days (SB 202), water utility service line replacement funding (SB 228), weight management services through the Office of Group Benefits (SB 250), medical debt protection (SB 414), Medicaid coverage of weight-loss medication (SB 443), and design-build authority for vertiport facilities (SB 513). It also adopted a House concurrent resolution urging backup motors for the St. Claude Avenue Bridge (HCR 32). One bill, SB 479 on removal of certain judges, had its amendments rejected and was sent to conference. The chamber then considered conference committee reports on several measures. Reports were adopted on SB 312 (labor organization dues and fees), SB 208 (veterans services and VA-related restrictions), SB 382 (workers’ compensation advisory council and reimbursement schedule timing), SB 389 (agent and athlete registration and fee review), and multiple House bills including HB 359 (party primary qualifying rules), HB 368 (New Orleans historic preservation lien procedures), HB 468 (wholesale residential real estate definitions), HB 552 (DWI-related responsive verdict language), HB 732 (motor vehicle fines/fees and hybrids), HB 870 and HB 1236 (pharmacy benefit manager and insurance provisions), and HB 1117 (prescription period issues). HB 210 on retroactivity was also adopted after debate. Several conference reports were temporarily passed over or returned to the calendar, including HB 953, and the Senate adjourned to reconvene the next morning for final work.

Bills: HB4420, HB3974, HB3016, HB3062, HB3021, HB3145, HB4128, HB3131, HB3015, HB3472, HB3453, HB1638, HB4126, HB2696, HB2710, HB3552, HB3031, HB3544, HB3521, HB4490, HB4488, HB1746, HJR1069, HB4428, HB4429, HB1170, HB3538, HB4124, HB3904, HB4106, HB2999, HB3982, HJR1077, HB3464, HB2588, HB3462, HB4440, HB3674, HB3345, HJR1067, HB4326, HB4331, HB4337, HB4338, HB4359, HB4392, HB3557, HJR1076, HB4003, HB3495, HB3497, HB3501, HB3505, HB3749, HB3011, HB4336, HB4346, HJR1087, HB3240, HB3647, HB3796, HB3969, HB3972, HB3983, HB3984, HB3989, HB3383, HB3130, HB4358, HB3327, HJR1055, HB3386, HJR1089, HB3087, HB2970, HB3314, HB4129, HB4199

Keywords: reading, intervention, literacy, education, third grade retention, teacher training, funding, Strong Readers Act, tort claims, inmate housing, government immunity, public trust, private prison, emergency legislation, vision screening, binocular vision, kindergarten, elementary education, health, firearm rights

Bills: HB4420, HB3974, HB3016, HB3062, HB3021, HB3145, HB4128, HB3131, HB3015, HB3472, HB3453, HB1638, HB4126, HB2696, HB2710, HB3552, HB3031, HB3544, HB3521, HB4490, HB4488, HB1746, HJR1069, HB4428, HB4429, HB1170, HB3538, HB4124, HB3904, HB4106, HB2999, HB3982, HJR1077, HB3464, HB2588, HB3462, HB4440, HB3674, HB3345, HJR1067, HB4326, HB4331, HB4337, HB4338, HB4359, HB4392, HB3557, HJR1076, HB4003, HB3495, HB3497, HB3501, HB3505, HB3749, HB3011, HB4336, HB4346, HJR1087, HB3240, HB3647, HB3796, HB3969, HB3972, HB3983, HB3984, HB3989, HB3383, HB3130, HB4358, HB3327, HJR1055, HB3386, HJR1089, HB3087, HB2970, HB3314, HB4129, HB4199

Keywords: reading, intervention, literacy, education, third grade retention, teacher training, funding, Strong Readers Act, tort claims, inmate housing, government immunity, public trust, private prison, emergency legislation, vision screening, binocular vision, kindergarten, elementary education, health, firearm rights

Bills: HB4420, HB3974, HB3016, HB3062, HB3021, HB3145, HB4128, HB3131, HB3015, HB3472, HB3453, HB1638, HB4126, HB2696, HB2710, HB3552, HB3031, HB3544, HB3521, HB4490, HB4488, HB1746, HJR1069, HB4428, HB4429, HB1170, HB3538, HB4124, HB3904, HB4106, HB2999, HB3982, HJR1077, HB3464, HB2588, HB3462, HB4440, HB3674, HB3345, HJR1067, HB4326, HB4331, HB4337, HB4338, HB4359, HB4392, HB3557, HJR1076, HB4003, HB3495, HB3497, HB3501, HB3505, HB3749, HB3011, HB4336, HB4346, HJR1087, HB3240, HB3647, HB3796, HB3969, HB3972, HB3983, HB3984, HB3989, HB3383, HB3130, HB4358, HB3327, HJR1055, HB3386, HJR1089, HB3087, HB2970, HB3314, HB4129, HB4199

Keywords: reading, intervention, literacy, education, third grade retention, teacher training, funding, Strong Readers Act, tort claims, inmate housing, government immunity, public trust, private prison, emergency legislation, vision screening, binocular vision, kindergarten, elementary education, health, firearm rights

Bills: HCR1, HCR2, SB2001, SB2002, SB2003, SB2004, SB2005, SB2006, SB2007, SB2008, SB2009, SB2010, SB2011, SB2012, SB2013, SB2014, SB2015, SB2016, SB2017, SB2018, SB2019, SB2020, SB2021, SB2022, SB2023, SB2024, SB2025, SB2026, SB2027, SB2028, SB2029, SB2030, SB2031, SB2032, SB2033, SB2034, SB2035, SB2036, SB2037, SB2038, SB2039, SB2040, SB2041, SB2042, SB2043, SB2044, SB2045, SB2046, SB2047, SB2048, SB2049, SB2050, SB2051, SB2052, SB2053, SB2054, SB2055, SB2056, SB2057, SB2058, SB2059, SB2060, SB2061, SB2062, SB2063, SB2064, SB2065, SB2066, SB2067, SB2068, SB2069, SB2070, SB2071, SB2072, SB2073, SB2074, SB2075, SB2076, SB2077, SB2078, SB2079, SB2080, SB2081, SB2082, SB2083, SB2084, SB2085, SB2086, SB2087, SB2088, SB2089, SB2090, SB2091, SB2092, SB2093, SB2094, SB2095, SB2096, SB2097, SB2098, SB2099, SB2100

Keywords: recess, legislative session, Hawaii State Legislature, 2026, Governor address, joint session, legislature, Hawaii, state of the state, Banyan Drive, Waiakea peninsula, Makaokū, Hilo, Hawaii Island, HCDA, Hawaii Community Development Authority, community development district, redevelopment, urban renewal, blight

Transcript Highlights:

• But as I was conduct that is troubling.
• Um, I think what we do is we look at the individual conduct and we determine how serious that conduct
• :20.280> context serious that conduct is in its context serious that conduct is in its context
• <00:36:20.200> so Are we trying to change the conduct so Are we trying to change the conduct
• directly addressing the alleged conduct directly addressing the alleged conduct from<00:45:44.880

Keywords: 1183, house

Transcript Highlights:

• <00:47:40.480> who into the conduct of the legislature who into the conduct of the legislature
• <00:56:51.040> under investigations should be conducted under investigations should be conducted
• <01:06:06.640> without investigation conducted without investigation conducted without political
• interference and conducted political interference and conducted with<01:06:09.359> urgency.
• <01:07:36.559> a<01:07:36.960> a the ability uh to conduct a a the ability uh to conduct

Keywords: 910, house, all

Transcript Highlights:

• Those are conduct taken was reasonable.
• It depends on whether or not this is the first time this conduct is similar conduct has happened by this
• We need to terminate this employee based on this conduct.
• We need to terminate this employee based on this conduct.
• We need to terminate this employee based on this conduct.

Keywords: 928, house, all

Summary: The committee opened with routine business, including the Pledge of Allegiance, seating alternates, and approval of the minutes and consent calendar. Both were approved without opposition. The committee then moved to the regular calendar, beginning with Department of Environmental Services drinking water rules (2532). Staff noted that the final proposal deleted requirements that had been in the initial proposal, making the published notice technically inaccurate because it said there were no substantive changes. The agency responded that the requirements still exist in other rules, that regulated entities and the Water Council were notified, and that the public had notice through related hearings. After discussion about whether a new noticed hearing was needed, the committee approved the rule. The next item was Department of Administrative Services personnel rule 2510 on seniority and employee performance evaluation. Staff raised informational comments and one unclear comment about language that appeared to require a checkbox even though no form exists, and about evaluation categories that could overlap. The agency said the checkbox language should be removed, but defended the overlapping categories as part of a long-standing template used by agencies for the past 10 years. Members discussed whether the language was too ambiguous or could lead to inconsistent application, but the committee ultimately approved the rule with a condition striking the checkbox language in the affected sections. The committee then considered personnel rule 25109 on investigations, discipline, non-disciplinary communications, and non-disciplinary removal. Staff recommended clarifying language distinguishing license suspension from termination for cause, and questioned whether the sexual-harassment discipline language was too broad because the same conduct could fit multiple discipline levels. The agency agreed to add the suggested clarification for the license-suspension provision, but argued the sexual-harassment language should remain because another rule already provides the factors for determining the appropriate discipline and the agency needs discretion for fact-specific cases. The discussion included concerns about how non-verbal conduct might be treated, but the committee moved toward conditional approval with the agreed clarification and approval of the rest of the rule as written.

Transcript Highlights:

• Senate that the Judicial Conduct Senate that the Judicial Conduct Commission<01:25:58.080> conduct
• <01:30:05.840> Commission the [snorts] Judicial Conduct Commission the [snorts] Judicial Conduct
• <01:33:57.560> of govern the non-criminal conduct of govern the non-criminal conduct of judges
• In Section 2, the Judicial Conduct Commission should immediately conduct open and public proceedings
• without deciding whether her conduct without deciding whether her conduct constitutes constitutes

Keywords: In an effort to stave off issues that may occur with long format live streams, we have split this stream into two parts., 958, all

Transcript Highlights:

• Members, for the purpose of conducting the sunset reviews of the Department of Gaming, Racing Commission
• When we last conducted a sunset review of the Racing Commission in 2007, and it conducted a self-review
• And it conducted a self-review in 2020.
• We last conducted a sunset review of the Boxing and MMA Commission in 2000, and it conducted a self-review
• But yes, each operator brings on their own outside audit firm to conduct their audit.

Keywords: 1182, all

Summary: The House Commerce Committee of Reference heard sunset reviews and a performance audit presentation for the Arizona Department of Gaming, the Racing Commission, the Boxing and MMA Commission, and later the Arizona Barbering and Cosmetology Board. The Auditor General reported that the Department of Gaming and the commissions generally met some statutory duties, but identified several problems: the department did not consistently obtain and review independent audits for event wagering and fantasy sports operators; the department and commissions had gaps in conflict-of-interest disclosures; the department and Boxing and MMA Commission lacked comprehensive complaint-handling processes; the department was late distributing some compact trust fund payments; and there were additional issues involving IT security, horse-racing license checks, fee reviews, public records practices, and licensing compliance. The Auditor General said the department agreed to implement all 36 recommendations, the Racing Commission agreed to six recommendations, and the Boxing and MMA Commission agreed to 13 recommendations. The department director said many fixes were already underway, including updated guidance, complaint tracking improvements, and a historical look-back on operator reporting, and she also discussed efforts to combat illegal gambling and educate minors and families about gambling risks. Committee members questioned the department about third-party audits, penalties for underpayments, public records handling, conflict-of-interest screening, and the department’s position on prediction markets and suitability standards for licensees. The director said the department would review past reports, could assess fines if violations were found, and would generally wait for final adjudication or final action in other jurisdictions before taking Arizona licensing action. After discussion, the committee voted to recommend the Department of Gaming be continued for two years until July 1, 2028, the Racing Commission for six years until July 1, 2032, and the Boxing and MMA Commission for six years until July 1, 2032. The Department of Gaming motion passed 7-4, the Racing Commission motion passed 10-1, and the Boxing and MMA Commission motion passed unanimously. The committee then heard the Auditor General’s report on the Arizona Barbering and Cosmetology Board. The audit found the board timely processed many licenses and complaints and had adopted curriculum rules, but it inconsistently applied its disciplinary guidelines, sometimes issuing different sanctions for similar violations without documenting the reasons for deviation. The report also found problems with reciprocity education requirements, application review controls, inspections, and compliance with open meeting, public records, and conflict-of-interest requirements, and it suggested possible statutory changes on aesthetics scope of practice, cease-and-desist authority, and training standards for I-LEST technicians. The board agreed with the findings and said it had already updated disciplinary parameters and documentation policies, with more recommendations in progress; committee members asked about discretion in discipline, audit funding, and service efficiency, and the board highlighted its licensing volume, call response, inspections, and complaint handling performance.