January 2014
In This Issue
Director's Letter: Resolution: Improved Customer Service
HEMI Scholarship Named After HCJFS Director Moira Weir
Hamilton County Job and Family Services Year in Review
Petra Clay Among Hundreds to Find Help at SuperJobs
Continue to Apply for Medicaid Coverage
Top 5 Super Jobs
Adopt 11-year-old Makayla
Makayla
loves to spend time in the swimming pool perfecting her stroke and
mastering her dive. Swimming is one of her favorite sports. Makayla
also enjoys basketball and she is currently playing recreationally.
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Director's Letter: 2014 Resolution: Improved Customer Service
Like
everyone else, I like to make New Year’s resolutions. There is no better
time to take stock of your life and set new goals for yourself.
I do the same with our organization. While we are constantly looking at
ways to improve how we serve the public, the annual turning of the
calendar is a great time to publicize our plans for organizational
improvement.
This year, the number one goal at JFS will be to improve the customer
experience. We want to make the experience with us as quick and simple
as possible. I realize that with the volume we serve – we serve more
than half a million people in this community annually – “quick and
simple” is a relative term. Still, I would like it to be less
cumbersome.
Therefore, we will be working on doing all of the following:
- Emphasizing
answering/solving consumer contacts at the initial contact, thereby
reducing the need for follow up contacts
- Reducing hold times
in our busy call center
- Maintaining
statewide metropolitan county leadership in food stamp timeliness
and work participation rates
- Matching or passing
our next closest metropolitan county in Child Support incentive
categories
- Increasing our
mobile/web presence, making it easier to conduct business with the
agency
- Increasing our
social media presence to educate the public about JFS
- Examining
current-day best practices in customer service and implementing the
best
Another major goal is to oversee the expansion of Medicaid and the
implementation of the Ohio Integrated Eligibility System (the computer
system used to process public assistance applications). The expansion of
Medicaid is expected to add 42,000 more people to our caseloads, pushing
us to over 200,000 recipients, which is one fourth of all county
residents. These two projects together will take up much agency time and
effort in 2014.
Finally, we are going to embark on an education campaign with the
community that details the work we do and how we help this community. I
worry sometimes that message gets lost. We are an agency that helps,
whether it is protecting abused children and the elderly, ensuring
children receive the financial support they deserve, providing a
lifeline during times of trouble, assisting with the cost of child care
so a parent can work or aiding in a job search. We do good work here and
I want the public to know that.
That is our plan for 2014. Let’s make it a great year!
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