Overview:

Designed and Implemented a State-of-the-Art Customer-servicing Information and Referral Service for The Department of Human Services for one of the largest U.S. metropolitan areas

Business Issue:

With the proliferation of specialized programs, it was increasingly difficult for citizens to identify and locate the appropriate community-based service providers to meet their needs.

Actions:

• Delivered and implemented Answers, Please!, an Operations Strategy detailing a state-of-the-art social service information and referral service
• Increased methods and locations for customers to access the Answers, Please! database to obtain social service information and referrals
• Increased the ability to analyze social service demands and the service providers by geographic area to identify any service gaps and their locations

Results:

• Enhanced customer service through the development of an effective service provider network
• Improved the skill level of every Community Resource Advisor to meet or exceed the expectations of citizens
• Enhanced the database information to show the majority of service providers