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Social services explores AI phone system, awaiting state childcare guidance; homelessness trends down
Summary
Commissioner Lisa Graf said the Department of Social Services will demo an AI-powered phone system June 2 to improve routing and handle routine inquiries while ensuring callers can reach a person; childcare allocation impacts are pending final state guidance and homelessness numbers are trending downward.
Lisa Graf, Department of Social Services Commissioner, told the committee that the department is considering an AI-powered phone system and has scheduled a demonstration for June 2; she stressed that any system should not replace human interaction and must allow callers to reach a person when needed.
"Ms. Graf reported that the department is currently considering implementing an AI-powered phone system, with a demonstration scheduled for June 2nd. She noted that it may be possible for the county's IT Department to develop a similar system internally," the minutes state. Graf said the primary goals are to improve efficiency by handling routine inquiries and immediately routing callers to the appropriate department to minimize unnecessary transfers.
Graf also reported that the department’s financials remain on budget and that the state recently passed its budget; DSS is awaiting information about how that action will affect daycare allocations for the 2026–2027 program year. She added that homelessness numbers have begun trending downward with warmer weather and that meetings continue with the architect selected for the new DSS building. Graf announced the department building will be closed the afternoon of June 12 for staff appreciation but that telephone services and emergency responses will remain available.
