CUSTOMER SERVICE CENTER

DPSS Customer Service Center network: Is operated at three locations (El

Monte, Inglewood, and Northridge).

Serves CalWORKs, Medi-Cal, CalFresh, and General Relief Programs.

Services are available in all threshold languages: English, Spanish, Mandarin, Vietnamese, Cambodian, Armenian, Russian, Korean and Farsi.

Has Live Agent Access from 7:30 AM to 5:30 PM.

Mails out CalFresh / Medi-Cal application upon request.

CURRENT CUSTOMER SERVICE CENTER (CSC)

CURRENT CSC (CONT.) Consists of 680 Eligibility Workers. Receives an average monthly call volume of

604,000 calls. CSC supports 33 district offices located

throughout Los Angeles County. Combined caseload for those district offices is

over 1.9 million cases.

CSC INTERACTIVE VOICE RESPONSE (IVR) CSC Toll Free Number: (866)613-DPSS(3777) IVR:

Emergency Services provides toll free numbers to Suicide Prevention, Child Abuse, Elder Abuse, and Domestic Violence hotlines.

Self-Service (English & Spanish) provides access to case inquiries such as benefit amounts, caseworker information, periodic reporting, and case status.

General Information provides recorded information for DPSS programs, hours of operation, and directions to the District Offices served by CSC.

Program Hotlines connects directly to the Fraud Prevention and In-Home Supportive Services hotlines.

CALL VOLUME

August September October November December January0%

12%

24%

36%

17%

27% 27%

21% 20%22%

October November December January February March0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

450,000

500,000

414,887

317,030

365,770391,138

313,205

404,774

QUESTIONS?