Strengthening the Health and Human Services Safety Net

Community Solutions supports sustainable revenue and funding for safety-net health and human services that meet basic human needs, alleviate poverty, and reduce disparities. 

 

Cuyahoga County JFS: On the Road to Providing a Superior Customer Experience

County residents struggling to make ends meet cannot easily forgo work, training, or child care responsibilities to apply for, renew, or report changes related to their receipt of public benefits. At the same time, Cuyahoga County Job and Family Services (JFS) caseworkers struggle to manage very large caseloads while playing endless phone tag with customers who have limited time during the work day to connect with Cuyahoga JFS. This is one reason why Cuyahoga JFS has spent much of 2017 laying the foundation for a new model of phone-based application and enrollment assistance that could improve the speed, quality, and efficiency of Cuyahoga JFS. Another reason is that the county is actively working with the Ohio Department of Job and Family Services to secure the permission and technology necessary to add Food Assistance (SNAP) to the Call Center, so that the vast majority of Cuyahoga JFS customers could apply, renew, and make changes to their cases over the phone. This update provides a brief overview of JFS’ progress to date and plans for the future, all of which are designed to significantly improve the customer experience in Cuyahoga County.

 

 

 
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