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QUESTION

What changes have been recently made to improve customer experience in the reapplication process at the Department of Social Services?

1:18:20

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The Department of Social Services has implemented changes to streamline the reapplication process for those found ineligible for housing services.

The first reapplication can now be conducted over the phone instead of in-person.
Subsequent reapplications require a visit to the Department to connect with a staff member and address eligibility issues.
The number of appointments with eligibility reviewers has been increased to ensure sufficient opportunities to provide necessary information.
Mediation has been added to the process to explore previous housing options, and the outcome of the mediation is respected even if it results in ineligibility.

Diana I. Ayala

1:18:20

Inevitably, but we do get I I mean, I wonder if there's a a correlation between the calls that we get as as as members of the council from our constituents who are, you know, telling us that they continue to be found in eligible time and time again and that the, you know, the process is extended beyond the amount of time that they should have.

1:18:40

So, you know, I I think, you know, it leaves people very service about their housing situation when they don't have that level of permanency.

1:18:49

Like, they don't have that commitment, right, that you will be housed indefinitely until we find you some places.

1:18:54

They

Molly Wasow Park

1:18:56

so we've made a number of changes recently at path to make it a more customer focused experience.

1:19:05

So prior to COVID, if you were found ineligible and you wanted to reapply because families are entitled to to reapply.

1:19:13

It had to be done in person.

1:19:16

What we have done more recently is that that first reapplication can be done over the phone.

1:19:22

If there does need to be a subsequent reapplication, we do ask family that families come into path because we want them to be able to connect with a person and to resolve the issues that are inhibiting their eligibility determination.

1:19:37

We've also expanded the number of appointments that somebody has with and eligibility reviewers to make sure that there is ample opportunity to get DHS staff the information that they need so that we can reach that conclusion.

1:19:52

We've added mediation to the process so that when we are working to determine whether or not somebody does have an other housing option that that is something that we are focused on to see if that a previous housing option is available to them.

1:20:06

We can we find that mediation can sometimes be helpful.

1:20:10

That if but if mediation is not helpful, if the primary tenant says no, you know, Molly can't come back, then that is that's certainly something that we accept.

Diana I. Ayala

1:20:19

Okay.

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