Access Brings Innovation and Enhancements to its Call Center

About the Program

Category: Human Services (Best in Category)

Year: 2016

San Diego County’s Access Customer Service Center has significantly enhanced its ability to deliver services to the residents of San Diego County by increasing the number of calls handled related to public assistance benefits and reducing call wait times by over 50 percent during the past year. This is a result of operational growth and process improvements made in 2015 as well as development of a specialized Community Based Organization line that was implemented to assist our most vulnerable residents quickly and efficiently. The Access Customer Service Center is an extension of the County of San Diego Family Resource Centers and is administered by Health & Human Services Agency, Regional Operations-Central Region. Access agents answer questions and provide case management services via phone, e-mail and fax. Access agents are eligibility workers who are trained in CalWORKs, CalFresh and Medi-Cal programs. Access agents complete eligibility determinations, take applications requests, and update existing case data on reported information.