In case you missed it, here is my latest column in Update, our community newsletter. It lays out some of our agency goals for 2014. If you are not an update Subscriber, here’s a link to the latest issue, where you can sign up to receive the monthly newsletter: http://www.hcjfs.org/UpdateNew2014/January/Cover.htm
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!