DSHS is changing the way we do business!
Starting approximately July 15th, we will have a new approach as to how we serve our clients, especially those who choose to conduct their business by phone.
Ø We have been looking at our processes and the way we do business for quite some time. We recognize that our current business model often makes it hard for clients to reach us.
Ø Customers will chose whether to access services in person or by telephone with the service they receive being provided in an equal and consistent manner regardless of what access method is chosen.
Ø Our hope is to eliminate most if not all of those times when someone calls and our call capacity is full causing the caller to be disconnected.
Ø We also will be able to offer Sure connect, our virtual hold option, to far more callers eliminating their need to wait on the phone or use up precious cell phone minutes.
Ø Intuitive new technology in most cases will be able to determine why someone is calling and will auto-route the call to the appropriate group for action.
Ø Calls will be grouped by type and like type calls will be routed to staffing groups assigned to work those types of calls. This should allow for more efficient use of time and shortened wait times for those call types that are normally quick to process.
Ø For those calls that the system is not able to determine the proper routing of the call, staff members referred to as Navigators will be able to either answer questions that require no case actions or route calls to the appropriate group for action.
Ø Technology is being purchased that will allow us to determine work flow and better predict staffing needs so that we are able to use our staff as efficiently as possible.
Ø As we move into this new way of doing business, we will be continuously reviewing and monitoring for success while making needed adjustments along the way.
For questions please contact:
Linda Yokes
Financial Coordinator
253-428-3253
Truong Hoang
Financial Coordinator
206-568-5568