OFI Customer Contact Center - Department of Human Services
SION AND MISSION STATEMENTS | CORE VALUE Vision Safe Children. Strengthened Families. Stronger Communities Mission We commit to the safety of Georgias children in the decisions we make and the actions we take. We strengthen families toward independence and build stronger communities through caring, effective, and responsive service. Guiding Principles As the Division of Family and Children Services, we.. Commit to the safety of our children in the decisions we make and the actions we take Strengthen and support families on their path toward independence Embrace a servants heart with compassion Provide caring, responsive, and effective services Listen and respond to our constituents, communities, and each other Collaborate with our communities to create systems of support Strive to make lives better for the children and families we serve Build a competent, efficient workforce that never stops learning and growing Regional Structure Region 1: Catoosa, Chattooga, Cherokee, Dade, Fannin, Gilmer, Gordon, Murray, Pickens, Walker, Whitfield Region 2: Banks, Dawson, Forsyth, Franklin, Habersham, Hall, Hart, Lumpkin, Rabun, Stephens, Towns, Union, White Region 3: Bartow, Douglas, Floyd, Haralson, Paulding, Polk Region 4: Butts, Carroll, Coweta, Fayette, Heard, Henry, Lamar, Meriwether, Pike, Spalding, Troup, Upson Region 8: Chattahoochee, Clay, Crisp, Dooly, Harris, Macon, Marion, Muscogee, Quitman, Randolph, Schley, Stewart, Sumter, Talbot, Taylor, Webster Region 9: Appling, Bleckley, Candler, Dodge, Emanuel, Evans, Jeff Davis, Johnson, Laurens, Montgomery, Pulaski, Tattnall, Telfair, Toombs, Treutlen, Wayne, Wheeler, Wilcox
Region 10: Baker, Calhoun, Colquitt, Decatur, Dougherty, Early, Grady, Lee, Miller, Mitchell, Seminole, Terrell, Thomas, Worth Region 5: Barrow, Clarke, Elbert, Greene, Jackson, Jasper, Madison, Morgan, Newton, Oconee, Oglethorpe, Rockdale, Walton Region 11: Atkinson, Bacon, Ben Hill, Berrien, Brantley, Brooks, Charlton, Clinch, Coffee, Cook, Echols, Irwin, Lanier, Lowndes, Pierce, Tift, Turner, Ware Region 6: Baldwin, Bibb, Crawford, Houston, Jones, Monroe, Peach, Putnam, Twiggs, Wilkinson Region 12: Bryan, Bulloch, Camden, Chatham, Effingham, Glynn, Liberty, Long, McIntosh Region 7: Burke, Columbia, Glascock, Hancock, Jefferson, Jenkins, Lincoln, McDuffie, Richmond, Screven, Taliaferro, Warren, Washington, Wilkes Region 13: Clayton, Cobb, Gwinnett Region 14: DeKalb, Fulton Number of Food Stamp Cases at or below the 125% Poverty Level 900,000 875,000 850,000 825,000 800,000 775,000 750,000 Jul Aug Sep Source: SUCCESS DMD 6929I Oct Nov Dec SFY 20 13
Jan SFY 20 14 Feb Mar Apr May Jun SFY 2016 SFY 20 15 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 898,825 908,470 907,170 912,759 917,359 916,944 918,712
829,252 831,209 830,375 Note: October 2015 data is not available at the time of completion of the report Number of Family Medicaid and Aged Blind Disabled (ABD) Medicaid 900,000 875,000 850,000 825,000 800,000 775,000 750,000 725,000 700,000 Jul Aug Sep Source: SUCCESS DMF8031I Oct Nov Dec SFY 20 13 Jan SFY 20 14 Feb Mar SFY 20 15 Apr May Jun SFY 20 16 Jul Aug
Sep Oct Nov Dec Jan Feb Mar Apr May Jun 747,084 748,088 747,833 752,253 753,613 750,240 751,630 751,236 747,918 748,048 749,745 748,509 741,543 738,468 737,583 723,489 740,106 731,209
745,040 760,199 790,866 816,889 828,937 840,127 841,054 843,904 842,498 846,225 858,497 847,540 849,400 853,387 860,826 868,006 873,268 878,738 877,570 868,025 867,666 869,318 Total Number of TANF Recipients 20,000 15,000 10,000 5,000 Jul Aug Sep
Oct Nov Dec SFY 20 13 Source: SUCCESS FINAL TANF Jan SFY 20 14 Feb Mar SFY 20 15 Apr May Jun SFY 20 16 Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 18,283 18,452
13,051 12,974 12,955 12,952 12,924 13,011 12,976 13,085 13,222 Total Number of Childcare Applications Received 20,000 19,000 18,000 17,000 16,000 15,000 14,000 13,000 12,000 11,000 10,000 9,000 8,000 7,000 Jul Aug Sep Oct Nov SFY 20 14 Dec Jan Feb SFY 20 15 Mar Apr
May Jun SFY 20 16 Source: MAXSTAR - Active Caseload Report-Compass Referrals, MAXSTAR-ACtive Caseload Report - Non-Compass Referrals Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun 17,606 15,703 10,961 10,750 9,121 9,435 11,259 7,131 9,912 11,048 13,384 11,058
13,858 15,079 11,893 11,687 9,225 9,489 12,547 8,126 9,413 9,800 9,963 9,361 11,077 11,790 9,303 8,336 OFI Customer Contact Center Agents now fully focused on reported changes and general inquiry calls Effective Monday, 12/7/15, CCC agents will be available from 7:30 am 2 pm Implemented Robo-Calls to remind customer of upcoming interviews. This has been well received and appears to be effective. Self-Service option has been highly effective in reducing calls and allowing customer to access their information CCC Self Service Percentages Percentage of customers who utilize the self service option Call Center Wait Times - November 2015 # of callers who held vs. Abandoned 85% 55% 40% 13% 3%
0-15 min 16-30 min 1% 31-45 min 1% 1% 46-60 min Waited 0% 0% 1-2 hrs 0%2-3hrs0% 0%3+ hrs0% Abandoned Total calls offered for the month of November = 182,427 Total calls answered = 138,100 (On average 40% of the calls that were answered were accepted by an agent within 0-15 minutes) Total calls abandoned = 44,327 (On average 85% of the callers who abandoned did so within 0-15 minutes) Technology Improvements: Document Imaging System (DIS) DIS is our Electronic Repository for our paper files both Applications and Verification Previously, our workers would have to search through DIS for incoming verification each day. This was tedious and time consuming In September, staff began receiving email notifications when documents/verification was uploaded to their caseload. As of 11/20/15: 24,297 emails had been sent to alert staff that case information had arrived for their caseload. QUESTIONS AND COMMENTS
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