Call Center Expansion and Holistic Case Management

About the Program

Category: Human Services (Best in Category)

Year: 2018

The mission of the San Bernardino County Department of Child Support Services (SBDCSS) is to partner with parents and the community to deliver reliable child support services. Being the 2nd largest locally administered child support program in California, the Call Center handles upwards of 14,000 calls per month. Each call represents an opportunity to take a Holistic Case Management approach to meet customer needs. Managing cases holistically means addressing all barriers that may be preventing payment of child support, and each caseworker having a solid understanding of how each customer interaction is a step toward making a positive difference in the lives of children. In 2016, there was a realized need to make improvements to the existing Call Center Model. During this time, customers experienced higher wait times, abandoned call more often, and at times were transferred to voicemail boxes where calls weren't returned timely. The Call Center Expansion Plan improved efficiency and overall delivery of services by allowing Call Center agents to help all callers with any and all issues presented, on the first call. Additionally, since its implementation wait times and abandonment rates have reduced and overall customer satisfaction has improved.