WHAT IS THE DHS CALL CENTER?
The DHS Call Center is responsible for responding to all incoming calls regarding TANF, SNAP, and Medical Assistance for District of Columbia Residents. The Center provides high-quality customer support, not limited to call handling. Call Center staff are equipped to complete client service transactions, input and maintain client information, and process all other client transactions. Calls are answered by a Social Service Representative (SSR) who will review and process applications and recertification packets, for public benefits eligibility. The Call Center focuses on First Call Resolution.
HOW MAY I REACH THE CALL CENTER?
Customers can reach us via:
- Call Center Main Line (202) 727-5355
Fax (202) 535-1487
- Correspondences sent to customers (202) 724-5506
- Director’s Line (202) 671-4200 (Benefits-related questions)
WHAT DOES THE DHS CALL CENTER DO?
- Answer ANY questions pertaining to benefits
- Report changes, such as, address, income, expenses, and household information (must be in DCAS and viewable in DIMS or submitted by customer)
- Complete SNAP Recertification/SNAP Mid Certs information (must be in DCAS and viewable in DIMS or submitted by customer)
- Complete telephone interviews for SNAP and TANF (Nov)
- Complete Medicaid recertification information (must be in ACEDS, DCHL, and viewable in DIMS or submitted by the customer)
- Case closures
- Card requests for Medicaid
- Update MEAE eligibility codes
- Complete application submitted through DCHL information (must be in DCHL, ACEDS and viewable in DIMS or submitted by customer)
- Send all requested forms to customers
- Accept needed documentation via fax or department email
- Provide resource referrals
WHO'S THE LEADERSHIP TEAM?
Francine Miller – Call Center Manager
Stephanie Davis – Section Chief
Dwain McCray – Supervisor (Medicaid)
Eric Hunt - Supervisor
Parythina Harris – Supervisor
Open - Bilingual Supervisor
Neamen Tewahade – Contact Center Specialist