Access & Access2Health Customer Service Call Center Expands Use of Technology to Include a Telephonic Signature Process

About the Program

Category: Human Services (Best in Category)

Year: 2018

In June 2016, Access & Access2Health (A2H) Customer Service Center leveraged technology and innovation to deliver enhanced customer service by implementing a telephonic signature process for CalFresh Semi-Annual Reports (SAR). This new option allows San Diego County residents to maintain ongoing CalFresh benefits by completing their SAR via telephone without having to go inside a Family Resource Center (FRC) or submit through mail. When customers call Access & A2H they are transferred to a specialized unit where a Human Services Specialist (HSS) assists customers in navigating through the SAR process and completion of the form via phone. The customer’s authorization is saved in a recording which functions as an electronic signature. Customers are also able to submit verifications via email or fax. Access & A2H and the FRCs work collaboratively in supporting the County’s mission to efficiently provide public services that build strong and sustainable communities and to promote the Live Well San Diego vision of a region that is building better health, living safely and thriving.