Access and Access2Health Customer Service Centers Launch a Job Share Pilot to Enhance Customer Service

About the Program

Category: Human Services (Best in Category)

Year: 2018

The Access & Access2Health (A2H) Customer Service Centers are an extension of the County of San Diego’s Family Resource Centers (FRC). The FRCs operate in a public-facing atmosphere for in-person eligibility services for CalWORKs, CalFresh and Medi-Cal benefit programs. Different from the FRCs, Access & A2H supports the FRCs county-wide by providing services to common customers via phone, e-mail and fax in a callcenter environment. Although operational functions differ in the delivery of services, both operations collaboratively support customers to promote the County’s Live Well San Diego vision of a region that is building better health, living safely and thriving. In April 2017, Access & A2H launched a Job Share Pilot between the call center and the FRCs to provide an opportunity for staff to expand their knowledge of Access and FRC operations through an overview of operational tasks and hands-on experience by ‘swapping’ job duties for 5 consecutive days. Upon completion, staff better understood their connection and support for each operation. The goal of the Job Share Pilot was to provide staff with a robust, meaningful, hands-on learning experience that will add value to their eligibility position and provide comprehensive service to customers.