Wednesday, July 2, 2014

On Demand Service in DHS Lobby

On May 20, 2014, the majority of the Department of Human Services's Eligibility teams implemented a new model of doing business to provide better customer service and to improve efficiency in the processes!  Eligibility staff and leadership have worked hard to design and implement what we call "On-Demand Service"

What does this mean?  When a client comes into our office between the hours of 7:30 am and 4:30 pm, Monday through Friday, they are now greeted at the reception window by an eligibility specialist.  Clients now have the option to have same day service for programs they are applying for, as well as get answers to questions or any issues that may arise in their circumstances.​ That means a client can walk in the door, be seen by a worker, and may be given the results of the visit the same day! 

Will clients have to wait? If not seen immediately, the wait time to see a worker for case/application processing may be anywhere from 30 minutes to 4 hours (due to the high demand).  Clients do not have to wait in the lobby.   They can ask to be contacted by phone with the results.  This may seem like a long wait, but under our previous process, clients waited weeks for their results, so this is a dramatic improvement. 

There are specific days and times our certain teams are not available due to team trainings or meetings. For example, every Wednesday afternoon the intake teams at the Community Services Building (CSB) and the Workforce Center (WFC) are closed to clients in order for our workers to receive crucial updates on system and rule changes, so that we may serve our clients as best we can.  If a certain eligibility team is unavailable for case processing, there will still be eligibility staff from other teams available at the window who can address basic questions and concerns.

Changes to phone numbers? Each team now also has one telephone number that clients may call, rather than calling individual workers, so we can better manage our call volume.  We ask that they leave a message with identifying information, such as a case number or complete social security number, a good telephone number, the best time to call, and permission for us to leave a detailed message. 

Blue Team- Food Assistance/MAGI Medicaid (970) 256-2434
Purple Team- Adult Eligibility (970) 683-2696
Green Team- CSB Intake (970) 683-2656
Pink Team- Colorado Works/TANF Intake (970) 256-2438
Gold Team- Colorado Works/TANF ongoing (970) 256- 2488

Please note these changes do not to apply to Long Term Care, LEAP, or CCCAP.  If you have any questions regarding these exciting new changes, please contact Michelle Trujillo at (970) 248-2736.



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