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WHAT
SERVICES WILL THE CUSTOMER SERVICE CENTER (CSC) PROVIDE? |
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The CSC Representative will service all cases assigned to the San Gabriel Valley District office. They will take action on all phone requests and update case information such as: Change of address; Add a new baby; Replacement of a Medi-Cal or EBT card. Actions will be sent to your Eligibility Worker for their review. In addition to these services, you will be able to connect to Emergency Services, listen to recorded general information, or connect to other DPSS Program Hotlines. |
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DO I STILL HAVE AN ELIGIBILITY WORKER? |
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Yes, you still have an Eligibility Worker assigned to you but the CSC Representative will handle all phone calls. The CSC is available from 7:30 am to 5:30 pm Monday through Friday. You will continue to see your Eligibility Worker when you schedule appointments or have a need to go into the district office. |
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HOW IS CALLING THE CUSTOMER SERVICE CENTER DIFFERENT FROM CALLING MY ELIGIBILITY WORKER? |
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Like your Eligibility Worker, the CSC Representative will be able to answer any questions you may have regarding your case and update specific changes you report. The difference is that the CSC Representive is available from 7:30 am to 5:30 pm. |
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WHAT
IF MY QUESTIONS OR NEEDS CANNOT BE ADDRESSED BY THE CUSTOMER
SERVICE REPRESENTATIVE? |
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The
CSC Representative will make every effort
to complete your request. However, the CSC Representative will be able to contact your Eligibility
Worker for further assistance whenever necessary. Your Eligibility Worker may contact you for
final resolution of your request. |
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WHAT
IF I HAVE AN EMERGENCY? |
Answer
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The
CSC Representative will be able to assist with any
emergency call regarding your case. |
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WILL
I BE ABLE TO GO TO THE CUSTOMER SERVICE CENTER AND
RECEIVE ASSISTANCE IF I NEED TO? |
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No. In
the event you need to see your Eligibility Worker,
you will still visit your local District Office
for assistance.
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WHAT
IF I NEED TO CANCEL OR CHANGE MY APPOINTMENT WITH MY
WORKER? |
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The
CSC Representative will send a message to
your Eligibility Worker to cancel or change your appointment. |
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WHAT
IF I HAVE A COMPLAINT AND WANT TO SPEAK WITH MY WORKER’S
SUPERVISOR? |
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The
CSC has Eligibility Supervisors
on site to assist you with any problems. |
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