Measures on this page detail the performance of the Cuyahoga County Department of Health and Human Services Contact Center. The Number of Answered Calls measure represents the number of individuals who reached a caseworker using the contact center number to apply, renew, or report a change on their case. First Time Resolution Rate is the percentage of customers who receive a resolution on their case during the call.  Resolution is defined as when a benefit application is authorized during a call as reported by the caseworker  For first-time resolution, this means that an interview was completed and a benefit application was authorized during the caseworker's call with the applicant. Average Wait Time represents the average length of time an individual had to wait to speak with a caseworker. Average Handle Time represents the average length of time an individual spends on the phone with a caseworker. Finally, Abandon Call Rate represents the number of individuals who hung up prior to being able to speak to a caseworker concerning their issue. When combined these measures provide insight to the customer experience when calling the contact center for benefit assistance. Number of answered calls and first time resolution rates reported for peer communities is provided by Ohio Benefits.

Improving the customer experience, while treating every person with dignity, respect, and empathy is critically important. Allowing individuals to call in to speak with their case workers allows for improved access to services for the public. In 2018, Cuyahoga County represented 11% of residents in the state, but received over 24% of the calls.

Cuyahoga County Department of Health and Human Services, Division of Job and Family Services 

Cuyahoga County Division of Job and Family Services 

Cuyahoga County Contact Center