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Extracted from Consolidated Report
This investigation was originally published as part of a larger consolidated report containing multiple investigations. View the consolidated PDF for the complete document.
⚠️ Translation Notice: This content has been automatically translated. The original English text is the official version. Translation may contain errors.
⚠️ Este contenido ha sido traducido automáticamente. El texto original en inglés es la versión oficial. La traducción puede contener errores.
Findings 4 findings
F1
Page 48
The demand for public assistance has increased over the past several years and will most likely continue to increase.
F2
Page 48
Although the county anticipates receiving additional state and federal funds to administer public assistance programs, the increases will not be sufficient to continue providing services in the current manner.
F3
Page 48
The Department of Employment and Social Services plans to reorganize the Eligibility Services Division in the manner of successful reorganizations in other counties.
F4
Page 48
The department deserves commendation for its proactive efforts to find economical ways to address increased workload.
Recommendations 2
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R1Page 48Monitor the number of calls, length of time before a call is answered, length of each call, etc. of the future call center to ensure that the public continues to receive a high quality of service when calling for assistance.
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R2Page 48After implementation of the task-based workload allocation, conduct user surveys to determine customer satisfaction with the system and solicit ways to improve the service. 24