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Customer Service Center

Customer Service Center. CURRENT customer service center (CSC). DPSS Customer Service Center network: I s operated at three locations (El Monte, Inglewood, and Northridge). Serves CalWORKs, Medi-Cal, CalFresh, and General Relief Programs.

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Customer Service Center

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  1. Customer Service Center

  2. CURRENT customer service center (CSC) • DPSS Customer Service Center network: • Is operated at three locations (El Monte, Inglewood, and Northridge). • Serves CalWORKs, Medi-Cal, CalFresh, and General Relief Programs. • Services are available in all threshold languages: English, Spanish, Mandarin, Vietnamese, Cambodian, Armenian, Russian, Korean and Farsi. • Has Live Agent Access from 7:30 AM to 5:30 PM. • Mails out CalFresh / Medi-Cal application upon request.

  3. CURRENT cSC (cont.) • Consists of 680 Eligibility Workers. • Receives an average monthly call volume of 604,000 calls. • CSC supports 33 district offices located throughout Los Angeles County. • Combined caseload for those district offices is over 1.9 million cases.

  4. CSC Interactive Voice Response (IVR) • CSC Toll Free Number: (866)613-DPSS(3777) • IVR: • Emergency Services provides toll free numbers to Suicide Prevention, Child Abuse, Elder Abuse, and Domestic Violence hotlines. • Self-Service (English & Spanish) provides access to case inquiries such as benefit amounts, caseworker information, periodic reporting, and case status. • General Information provides recorded information for DPSS programs, hours of operation, and directions to the District Offices served by CSC. • Program Hotlines connects directly to the Fraud Prevention and In-Home Supportive Services hotlines.

  5. Call Volume

  6. QUESTIONS?

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