From Cindi Green The message to

Major change in application process aims to improve customer service

Aug. 11, 2008 -- Early this fall, most applicants for Medicaid, food stamps and Ohio Works First (OWF) cash assistance will no longer need to schedule appointments with the Hamilton County Department of Job and Family Services. Instead, they'll go to 222 E. Central Parkway -- where they will be served on a first-come, first-served basis.

Appointments only will be scheduled for specialized cases, such as with an agency unit that works with non-English speaking applicants.

Food stamp and cash assistance clients will no longer have specific workers assigned to their individual cases. Instead their cases will be managed by a group of eligibility technicians.

Changes such as new employment or home address will be reported to a call center or through the agency's Web site.

"We are excited about these changes and believe that they will enhance customer service, accuracy and timeliness," said Michael Patton, section chief, Family and Adult Assistance 2. It is anticipated that the changes will take place by Oct. 1.

Other counties in Ohio have implemented similar processes with great success.

Here are some key points to remember:

Changes are anticipated to take place by Oct. 1, 2008.
New applicants for assistance may walk in between 7:30 a.m. and 1:30 p.m. any weekday for an eligibility interview. Wait times may be longer during early morning hours, Mondays, and the days before and after holidays.
Clients who already receive benefits and are interested in applying for additional benefits may walk in between 1 p.m. and 3 p.m. any day of the week for an interview.
If you are found eligible for or are currently receiving cash or food stamp benefits, your case will be managed by a group of eligibility technicians. You will no longer have a specific worker assigned to your case.
If you have a question about your case or would like to report a change in your situation, you may call the agency's Change Reporting Call Center at 946-1070. Your change will be assigned to a worker in a Change Processing Unit to be processed. You can also report a change on www.hcjfs.org (under Contact Us, then Report a change to your case). You will have an option to print a receipt documenting the information you reported.
Recertification appointments will be scheduled with a specific worker. If your case is approved at recertification, your case will be transferred back into the case bank to be managed by a group eligibility technicians.