In1975, a toll free telephone service called the CARE-LINE was established. The initial concept was for a service to be designed that would provide information and referral to North Carolina’s senior population and their caregivers, per a 1973 federal mandate called the Older Americans Act. Following the federal mandate was a state mandate which stated that information and referral must be provided to consumers of local Departments of Social Services. The North Carolina Department of Health and Human Services (NCDHHS) decided to take it even further and established a service that would provide information and referral to all consumers in North Carolina. With this goal in mind, collection of data started, and the toll free CARE-LINE Information and Referral Service began taking calls. Using roll-a-dex, hand written notes, manuals and other files, the staff of two began to take consumer calls.

As CARE-LINE call volume increased, so did the need for automation. During the 1980’s, CARE-LINE staff began using a computer database. This database enabled staff to discard usage of the roll-a-dex and hand written resource information. During the 1990’s, an even more robust database was put in place. The Office of Citizen services (OCS) Database Manager is able to generate statistical reports that provide beneficial data regarding inquiries and complaints that OCS receives. In addition, the database enables staff to enter case management notes. Currently, the OCS database stores information on more than 10,000 resource programs across North Carolina.

With the advent of more advanced technology and increased call volume, the need for additional staff was required. Currently, eight individuals staff the CARE-LINE. CARE-LINE staff are trained individuals who have a wealth of knowledge regarding human service programs. The National Alliance of Information and Referral Services has certified many OCS staff as Certified Information and Referral Specialists. Our goal is for every OCS Staff member to become certified. In 2004, these professionals provided information to more than 100,000 callers.

Another function of OCS is the NCDHHS Ombudsman Program. The department’s Ombudsman Program was created in 1977 to address inquiries and complaints that customers have regarding services that DHHS oversees or administers. Residents as well as elected officials rely on this service often to address concerns that constituents have regarding DHHS services.

In 2000 as a result of Hurricanes Fran and Floyd, NCDHHS Secretary Carmen Hooker Odom implemented Disaster Coordination Services for NCDHHS and placed this responsibility in OCS. As a result, DHHS has established beneficial relationships with the Governor’s Office, North Carolina Emergency Management, FEMA, Homeland Security Office, federal NCDHHS, American Red Cross and the Salvation Army and is seen as a critical player before, during and after disasters or emergency events.

In 2001, Secretary Carmen Hooker Odom created the NCDHHS Customer Service Task Force and charged OCS with serving as the central Customer Service Office for NCDHHS. The NCDHHS Customer Service Task Force is credited with creating a fresh approach to customer service in state government.

OCS is comprised of 20 staff: a Director, Database Manager, Systems Administrator, Outreach Coordinator, Hispanic Ombudsman, eleven Information and Referral Specialists including one Bilingual and one Bio-terrorism Information and Referral Specialist, and two Processing Assistants.