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Q&A
Follow-up experiences with referred victims
1:05:43
·
70 sec
Council Member Avilés inquires about DCWP's experience with follow-up calls from people who couldn't get in touch with legal service providers. DCWP representatives claim they haven't had such experiences and explain their customer service approach.
- DCWP representatives state they haven't experienced issues with people being unable to contact legal service providers
- The agency provides direct phone numbers to team members and has a general intake line
- Council Member Avilés expresses surprise at this, noting her office often receives calls from people unable to find legal service providers
- DCWP emphasizes their commitment to customer service and responsiveness
Alexa Avilés
1:05:43
Have you had the has the agency had the experience of people calling you back and saying I can't get in touch with anyone, in particular legal service providers?
Carlos Ortiz
1:05:55
I've had not had that experience or my team when they're engaging with folks in outreach events or in terms of constituent cases.
Alexa Avilés
1:06:02
Well, would they know where to call back?
Carlos Ortiz
1:06:05
Yes.
1:06:06
Would say our our by accessing our team and and what we do at outreach events, it's not three on one.
1:06:12
We we have direct phone numbers to all of our team members and we also have a general intake line that we monitor.
Alexa Avilés
1:06:16
Great.
1:06:17
I have that experience all the time.
1:06:19
We if we send people to Moya's legal services they often call back and say no one's calling me back.
1:06:27
I cannot find a legal service provider.
1:06:31
Where do we go?
1:06:32
So I'm a little surprised that you are not sharing that experience, but I guess I'm glad.
Carlos Ortiz
1:06:38
I think customer service has always been something that we've held paramount.
1:06:42
In particular, my background too is community liaison perhaps in elected officials office.
1:06:46
I've I've gone through those same wars to a certain degree.
1:06:48
And Yeah.
1:06:49
I think from my team particularly, it's critical that we are responsive and communicative.