During a recent government meeting, officials discussed ongoing challenges and improvements within the Job and Family Services (JFS) department, particularly focusing on call wait times and the establishment of the Office of Family Voice.

The average wait time for callers using the public assistance line (946-1000) currently stands at 25 minutes for those opting for a courtesy callback, while those who remain on hold face an average wait of over an hour. Officials acknowledged these times are higher than desired and attributed the delays to a combination of high call volumes and staffing shortages. In response, JFS has added nine new staff members to the call center, with expectations that these changes will lead to improved wait times as the new hires complete their training.

Commissioners expressed concern over the lengthy wait times, emphasizing the stress callers experience when seeking assistance. They requested regular updates on the situation to monitor progress and ensure that improvements are being made.

Additionally, the meeting highlighted the development of the Office of Family Voice, aimed at providing peer support to families in the system. A project manager has been hired to oversee the establishment of this office, which is still in the planning stages. Officials noted that community engagement and the hiring of individuals with lived experience are key components of this initiative.

The discussion also touched on the importance of customer service within JFS, with commissioners advocating for a shift in perception from a traditional welfare office to a more service-oriented approach. They underscored the need for timely communication, suggesting the implementation of text messaging as a means to improve outreach and response rates.

Overall, the meeting underscored JFS's commitment to enhancing service delivery and responsiveness to community needs, while also addressing the systemic challenges that have historically impacted the department's efficiency.