Purpose

The Central Help Line and Child Care Hotline programs exist first and foremost to provide participants and the community with quality customer service. Central Help Line is responsible for assisting participants and representatives in resolving case concerns, as well as in providing current and accurate program information on all aid programs. The Child Care Hotline is responsible for assisting CalWORKs participants, childcare providers, community advocates, and child care contract agencies with childcare issues or concerns.

Overview

Central Help Line Customer Service Representatives (CSRs) respond to information calls from the public, Board of Supervisors, other Welfare agencies, community advocates and participants seeking case record information and/or resolution to case problems.

In-Home Supportive Services (IHSS) Ombudsman staff provides assistance to aged, disabled participants and/or their providers to resolve IHSS concerns. Inquiries and complaints are forwarded to the appropriate IHSS region/program staff via email.

CSRs respond to correspondence addressed to the Department Head involving case inquiries and complaints; they respond to letters from other Welfare agencies and formerly aided individuals needing information, e.g., IRS verification letters, Victims of Violent Crime, welfare information requests, Student Financial Aid, Section 8 Housing and Child Care verification.