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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