The Department continues customer service improvement and job creation efforts
The Pennsylvania Department of Human Services (DHS) today opened a new customer service call center in Lancaster County. The call center complements the work completed in the DHS county assistance offices.
“One of our top priorities is improving customer service. This call center is an example of how we’re working to assist more clients throughout the state in a timely manner,” said Secretary Ted Dallas. “The Department is currently answering 93.2% of incoming calls to the Office of Income Maintenance Customer Service Center, which is a dramatic improvement from the 44.6% answered in January 2015. We believe this new center will continue to increase those numbers and provide Pennsylvanians with a quality customer service experience.”
With the creation of the call center, DHS not only enhances customer service efforts, but also aids in sustainable job creation. Employing 130 individuals, the center will be the tenth DHS customer service call center in the state.
“I thank DHS for bringing this important call center to Lancaster because it creates vital job opportunities and benefits our local economy while providing critical services to Pennsylvanians,” said Representative Mike Sturla (D-Lancaster).
The call center serves all existing and future clients living in the state of Pennsylvania through contact by telephone. In order to further address the needs of all Pennsylvanians, the newly opened Lancaster county location will staff bilingual caseworkers to accept calls from Spanish speaking clients.
The call center is open from 8 a.m. to 5 p.m. Monday through Friday at 877-395-8930.
Consumers can use the call center for address changes, household member add-ons and removals, income changes, request replacement EBT cards, and case status inquiries.
In 2015, the customer service call center staff answered 1,949,655 calls.
For more information, visit www.dhs.pa.gov.