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CDSS Programs CalFresh Resource Center Call Centers June 2017

Learning Collaborative on Call Centers - June 2017

Presentations

Call Center Panel   

  • Santa Barbara County BSC Overview
  • Santa Cruz County Phone CSC Overview
  • Sacramento County Service Center Overview


Performance and Customer Satisfaction

  • Riverside County Customer Call Center
  • San Diego County Customer Service Call Centers    


Technology

  • San Bernardino County Call Center Technology
    • San Bernardino Customer Service Center brochure
    • San Bernardino Self-Service Options Tutorial Video
  • SAWS Single System Roadmap


Electronic Signatures

  • Call Center Options for E-Signatures
  • C-IV Electronic Signature Design Overview


National Perspective

  • Alliance to Transform CalFresh – Contact Centers in Other States
  • Food & Nutrition Service – Vision for California Call Centers


Management

  • Tulare County Call Center
  • San Mateo County Service Center


Continuous Improvement

  • Sacramento County PDSA: Increasing Intake and Recertification Show Rates
  • Orange County PDSA: Increasing SAR 7 Education at Intake
  • Riverside County PDSA: Pink Recertification (RE) Appointment Reminder Letter
    • PDSA 4 Jurupa cycle 1 – Pink RE Appointment Reminder Letter
    • PDSA 4 Jurupa cycle 2 – Pink RE Appointment Reminder Letter
    • Sample of Pink RE Appointment Reminder Letter
  • 8-Step Problem Solving

Handouts

Attendee Contact List
Call Center Functionality
Call Center Phone List
Mystery Calls
Post Call Survey Questions

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