Public Assistance Recertification Call-In Model

About the Program

Category: Human Services (Best in Category)

Year: 2014

Previously, Hamilton County Job and Family Services had been operating a “Call-Out” model to complete recertification interviews for public assistance. This model relied on the consumer reporting address and phone number changes to ensure contact is made when their case was due for review. For the call-out model, if the eligibility determiner could not make contact after two phone attempts, the public assistance benefits expired. The previous model resulted in a lot of duplicate work with cases churning on and off public assistance. With a goal of improving customer service and eliminating any breaks in receiving public assistance, Hamilton County designed a “Call-In” model. Consumers are mailed a recertification packet which includes a call-in appointment for a specific date and time. The packet includes all the required forms with instructions to return the packet before the scheduled interview. The call is received by a Gatekeeper who confirms the appointment and transfers the call to an Interviewing Queue. Eligibility Technicians logged into the system receive the next call to conduct the interview. The Call-In model has exceeded all expectations. Consumers are returning the required forms before their scheduled interview which eliminates additional follow-up and delays. For the first two months of implementation, the Gatekeeper received 6130 calls with an average speed of answer of 23 seconds and a 97.67% answer rate. The Interviewers received 3514 calls transferred to them with an average speed of answer of 19 seconds and a 99.38% answer rate. Consumers who have participated in the new call-In interview process are extremely pleased.