No Wrong Door Service Delivery Model

About the Program

Category: Human Services (Best in Category)

Year: 2016

Orange County’s County Executive Office (CEO) made a commitment to provide exceptional customer service to all who walk through the doors of any County facility, regardless of the inquiry. In response to this commitment, the County of Orange Social Services Agency (SSA) developed the No Wrong Door Service Delivery Model training program for all SSA staff, with the goal of ultimately rolling-out the training program countywide. No Wrong Door (NWD) was developed and designed to remove barriers in serving both external and internal customers. The model is based on the three “Cs” of customer service: Collaboration, Coordination and Communication. In April 2015, the NWD workgroup was formed comprised of representatives in different positions across the four SSA divisions. The workgroup was charged with developing strategies geared toward strengthening SSA’s culture of quality customer service, focusing on the “No Wrong Door” philosophy. Its primary task was to develop training and tools that support SSA’s and the County’s goal of connecting individuals/families to resources regardless of which door they enter. In six months, the workgroup designed, developed, and successfully piloted the Training-for-Trainers (T4T) and launched NWD training to over 1,000 SSA first point-of-contact personnel. In addition, the workgroup developed an SSA Intranet Resource Page to assist SSA staff in successfully navigating resource information for customers.