| Question 1 |
WHAT SERVICES WILL THE CUSTOMER SERVICE CENTER (CSC) PROVIDE? |
|
Answer: |
The CSC Representative will service all cases assigned to the San Gabriel Valley District #20, Norwalk District #40, El Monte District #04, and South Family District #31 offices. They will take action on all telephone requests and update case information such as: Change of address; Add a new baby and 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. |
| Question
2 |
DO I STILL HAVE AN ELIGIBILITY WORKER? |
|
Answer:
|
Yes, you still have an Eligibility Worker assigned to you but the CSC Representative will handle all telephone 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 need to go into the district office. |
|
Question
3 |
HOW IS CALLING THE CUSTOMER SERVICE CENTER DIFFERENT FROM CALLING MY ELIGIBILITY WORKER? |
|
Answer: |
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 Representative is available from 7:30 am to 5:30 pm. |
| Question
4 |
WHAT IF MY QUESTIONS OR NEEDS CANNOT BE ADDRESSED BY THE CUSTOMER SERVICE REPRESENTATIVE? |
| Answer: |
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 when necessary. Your Eligibility Worker may contact you for final resolution of your request. |
| Question
5 |
WHAT
IF I HAVE AN EMERGENCY? |
| Answer: |
The CSC Representative will be able to assist with any emergency call regarding your case. |
| Question
6 |
WILL
I BE ABLE TO GO TO THE CUSTOMER SERVICE CENTER AND
RECEIVE ASSISTANCE IF I NEED TO? |
| Answer:
|
No. In the event you need to see your Eligibility Worker, you will still visit your local District Office for assistance.
|
| Question
7 |
WHAT
IF I NEED TO CANCEL OR CHANGE MY APPOINTMENT WITH MY
WORKER? |
| Answer: |
The CSC Representative will send a message to your Eligibility Worker to cancel or change your appointment. |
| Question
8 |
WHAT
IF I HAVE A COMPLAINT AND WANT TO SPEAK WITH MY WORKER’S
SUPERVISOR? |
| Answer:
|
The CSC has Eligibility Supervisors on site to assist you with any problems. |
| Question
9 |
WHAT DO I NEED TO ACCESS THE CUSTOMER SERVICE CENTER AUTOMATED SYSTEM? |
| Answer:
|
You will need to have your 10 digit Customer Identification Number and your six digit Personal Identification Number (PIN). If you don’t have one or the other call the toll free number and the Customer Service Representative will assist you. |
| Question
10 |
WHAT TYPE OF INFORMATION CAN I OBTAIN FROM THE CUSTOMER SERVICE CENTER AUTOMATED SYSTEM? |
| Answer:
|
You will be able to access and retrieve case information such as: monthly benefit amounts and availability date for Cash and/or Food Stamps, case status, information regarding receipt of your QR7 or Medical Status Report, name of your case worker and/or GAIN Services Worker and office location. (7 days a week, 24 hours a day)
You can also get connected to DPSS recorded Program Information, Fraud, IHSS, and Emergency Hotlines. |
| Question
11 |
IF I RECENTLY APPLIED FOR BENEFITS AND MY CASE IS PENDING, WILL I BE ABLE TO CONTACT THE CUSTOMER SERVICE CENTER FOR ANY QUESTIONS? |
| Answer:
|
Yes, you can call the CSC to get information about your application status by using our Automated System and entering your Customer ID and your Personal Identification Number (PIN). |
| Question
12 |
HOW LONG WILL IT TAKE TO RECEIVE AN EBT CARD VIA MAIL? |
| Answer:
|
It will take approximately 3-5 business days not counting holidays from the date of your request. |
