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​New Virtual Call Center reduces processing time for Alaskans seeking public assistance

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April 22, 2021 ANCHORAGE – The Department of Health and Social Services’ Division of Public Assistance (DPA) launched a new Virtual Call Center (VCC) on April 5, 2021. The VCC, which is confidential and secure, streamlines the application and eligibility process and makes access easier for Alaskans statewide who need assistance with Medicaid, the Supplemental Nutrition Assistance Program, Temporary Assistance for needy families, Heating Assistance, Senior Benefits, General Relief Assistance and other assistance programs.
In the short period the VCC has been operating, it is already transforming the client experience – during the VCC’s first week of operation, it received over 3,500 calls. The VCC uses a statewide workflow, instead of calls being directed to regional offices, and allows clients to choose a callback option holding their place in the queue without the need to wait on the phone. This reduces processing time for applications and allows DPA to redirect staffing based on call volume. Clients have more opportunities to provide information digitally and quickly resolve discrepancies and requests for more documentation without the need to schedule a physical visit to the office, resulting in a quicker turnaround time on applications.
The VCC takes calls weekdays between 8 a.m. to 5 p.m. at 1-800-478-7778, offering applicant interviews from 8 a.m. to 3 p.m. The VCC supports all requests except those for the Long-Term Care program which will be redirected to the individual’s caseworker for further assistance.
“There is no longer a need to wait in a crowded lobby or even wait on the phone; the VCC offers the opportunity for a callback without losing their place in queue. I’m excited that DPA is now able to offer this tool which will help us to achieve the best possible outcome for each Alaskan who is in need of assistance.” said DPA Director Shawnda O’Brien.
For more information about DPA and the services it offers visit dhss.alaska.gov/dpa/.

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  • Surreal ValeCity online media
  • June 28 2022 Edition
    • Elections 2022 >
      • Kelly for Alaska >
        • Tshibaka Statement Supreme Court Ruling Abortion
        • Tshibaka Blasts Gun Control Deal
        • Murkowski Embraces Gun Control Package
        • Murkowski Erode 2nd Amendment Rights
        • Tshibaka Endorsed by Harold Hamm
        • Jimmy Carter Lisa Murkowski Create Obstacles
        • Tshibaka Murkowski Gross Disregard Workers
        • Kelly Tshibaka Leaked Draft Supreme Court
    • Covid Flu Update June 12 - June 18
    • Governor Lauds Roe Reversal
    • Gov Hutchinson Weekly Address Supporting Teachers
    • Gov Lamont Minimum Wage Increase
    • Gov Lamont Update Coronavirus Response June 24
    • Gov Lamont Statement Roe v Wade
    • Gov Lamont New Credit Card Fees Waived
    • Senior Advocacy Groups Urge Tax Cuts
    • Gov Baker Protect Reproductive Health Care
    • Baker Polito Further Improvement Supply Delivery
    • Baker Polito Supreme Court Gun Ruling
    • Gov Whitmer Immediate Consideration Abortion Lawsuit
    • Gov Whitmer HOLO Footwear Headquarters Grant Rapids
    • Gov Whitmer Lower Health Care Costs
    • Gov Whitmer Fix Roads Berrien
    • Gov Whitmer Motion Right to Abortion
    • Gov Whitmer Dobbs v Jackson
    • Gov Whitmer Infrastructure Grants 2 Businesses
    • Gov Parson Increasing Kansas City Police Budget
    • Gov Parson End Elective Abortions
    • Gov Sisolak Appoints Maria Gall
    • Extreme Heat Centralizes Available Resources
    • Gov Sisolak Joins Reproductive Rights Activists
    • NCDHHS Testing National HIV Day
    • Gov Lee Statement Dobbs Ruling
    • Gov Lee Appoints Rep Joel Ferry
    • Gov Cox Statement Supreme Court Ruling
    • Gov Cox Names Rick Westmoreland
    • SeeMe Passion Grand Prize Winner
    • See Me Roots Open Call Submissions
    • Multipart Project New Work Carmen Winant
    • All Ages Invited Passport to History
    • Celtic Classic Volunteer Registration
    • Celtic Classic 35th Anniversary Entertainment
    • Passport to History Month Returns
    • The World Games 2022 on TV
    • Federations News
    • TWG CDC Dispense Negative Covid Test
    • Building Up BHM Jonathan Benjamin
    • Passport to History Month Returns July
    • Green Party Protect Reproductive Rights
    • Statement Coach Kennedy Case
    • SCOTUS Ruling Roe v Wade
    • Statement Brooke Rollins Roe v Wade
    • Statement Supreme Court Roe v Wade
  • Supporting ALL Law Enforcement
  • Thanks to the sponsors
  • Staff and Contact Information
  • Archive 2022
    • Arts
    • Dining Out
    • Editorials
    • Events
    • Festivals
  • Archives 2021
    • Community >
      • Feeding the Homeless Philadelphia
  • Archives 2020
  • Archives 2016 - 2019
  • A Valley and Beyond