Universal Workers

About the Program

Category: Human Services (Best in Category)

Year: 2018

To ensure improved customer service, standardization across all offices and efficient utilization of eligibility staff, the County of San Diego implemented Universal Workers who are trained in all eligibility programs and all eligibility business processes. Because of this comprehensive training, the County of San Diego is better able to deliver critical services to our customers during periods of high service demand by assigning staff to different programs and/or eligibility processes based on business need. In addition, the implementation of Universal Workers has ensured consistency across all offices and allows staff to transition to different offices, different programs and different processes and adapt very quickly to their new environment without any period of adjustment.