Virtual Customer Engagement

About the Program

Category: Human Services (Best in Category)

Year: 2021

Customer service and remaining connected to the families we serve at Wilson County Department of Social Services is a core value that was negatively impacted by Covid-19. Our pandemic pivot required our agency to keep our staff and customers safe while not compromising on both statutorily mandated services and other engagement activities that we view as important. We developed a Virtual Customer Engagement Plan that allowed us to make our customer service through our human services delivery to residents, children, and our aging population conducive to sustaining engagement with vulnerable populations while keeping staff and customers safe. We formed a Back to the Future Team that became command central with regards to developing Covid-19 policies. Our Virtual Customer Engagement Plan encompassed all program areas including home visit procedures in our Child Protective Services and Adult Protective Services and the use of technology to maintain quality customer service.