Customer service is more than a slogan at DHHS

Customer Service Week is Oct. 2-8, but callers to N.C. DHHS get prompt, courteous assistance year-round.

More than 200,000 times last year, the department’s Office of Citizen Services (OCS) responded to inquiries. Callers to the toll-free CARE-LINE, 1-800-662-7030, were shepherded through the array of human-services agencies and programs that constitute DHHS.

“More often than not, OCS is the portal of entry to DHHS for consumers and residents,” said Melodee Stokes, OCS director. Because those first impressions can become lasting ones, “OCS staff strive to provide top-notch customer service to anyone they encounter.”

Invaluable both to those in need and to those who meet the needs, customer service usually goes unrecognized. Atoning somewhat, the United States Congress proclaims the first full week of October to be Customer Service Week, sending a broad “thank you” to customer service, help desk and call center staffers nationwide.

At DHHS, customer service is a serious matter. The eight OCS staffers — one of whom handles Spanish-language calls, and another specializes in bioterrorism — have a wealth of knowledge at their fingertips about North Carolina’s 10,000 public and nonprofit human-service programs. Several of the staff are Certified Information and Referral Specialists by the National Alliance of Information and Referral Services.

Besides 200,000 questions answered each year, including complaints routed to the Ombudsman Program, DHHS’ customer service employees take a burden off their colleagues. For example, Medicaid questions typically go to the five-member customer service unit in the Managed Care section of the Division of Medical Assistance (DMA). These number about 1,600 per month. But their real impact doesn’t necessarily show up in a call log.

“Most of these calls are complex and require knowledge of resources within and outside the division and the department,” said supervisor Betty West. “And our unit has taken a lot of recipient calls away from other DMA staff, so they can work more efficiently as well.”

“It is always rewarding to know that you have helped someone who is confused and uncertain about their health care,” West said.

Next story

Last Modified: October 3, 2006