Kent County DHHS directors report performance metrics, 14,000+ calls and SNAP policy changes

At the Kent County Department of Health & Human Services board meeting on June 17, department directors reviewed performance metrics, call-center volumes and operational continuity following a June 11 storm.

CSA Director Noelle Bair reported that many performance metrics met a 95% timeliness threshold in May but said complaints rose to 1,200 that month with 46% (552) assigned for follow-up. She described internal staff supports such as a Monday Morning Huddle for staffing updates and a Prevention team resource for substance-abuse referrals.

Economic Stability Administration Director James Geisen reviewed ESA metrics and said Kent met most key performance indicators for application timeliness and direct-support services for May; he noted the FAP QC Active Error Rate was an exception. Geisen told the board Kent handled more than 14,000 InContact calls in May and that CDC-audit sample results through February met expectations.

The board also reviewed MDHHS 'Greenbook' figures for May: an unduplicated recipient total of 152,870 and benefit payments (FIP, FAP, SDA, CDC, SER) totaling $15,344,497, as presented at the meeting. Geisen described a June 11 power outage that required remote work or temporary relocation of staff to other county offices to maintain operations.

Geisen and Bair said staff-level initiatives—probationary staff feedback sessions and an annual walking challenge—are ongoing; Geisen noted statewide changes to SNAP non‑citizen policy effective July 1 and an imminent redesign of the performance dashboard that will allow staff to view progress toward monthly goals throughout the month.