Customer Call Center Operations

About the Program

Category: Human Services (Best in Category)

Year: 2010

In efforts to be more responsive to Tarrant County citizens and to enhance the quality of services to the public, the Tarrant County Department of Human Services initiated a Call Center in July 2008. Instead of coming into the office to apply for assistance with rent, mortgage and utilities, county residents now call one phone number to begin the application process. The potential client will undergo a telephone interview to determine eligibility. If found to be eligible, the client will be advised of the documents needed to obtain assistance. Once all of the documents are received, the client is scheduled an appointment for a full-face interview. At this time, the client is given the assistance requested. Prior to this new procedure, clients were making several trips to the office before they received assistance. Clients now only have to make one trip, making it more convenient for them and saving them time and transportation costs. As a result of this cost-effective program, services to clients have improved and Tarrant County Human Services employees are assisting more clients using the same amount of personnel. All of this was accomplished without an increase to the Department’s budget.