County phone call data collection

[daguar]

• Alameda
  • IVR > hangup
  • 40 min wait > successful date collection
• San Diego
  • Busy signal (3 tries)
  • Wait time 10-20 mins after super long IVR
• Santa Clara (@daguar)
  • Chose "applied recently" but then it said "for faster service, please press 1 to enter a social security #", for office locations press 2. (No option for no SSN; super weird. I got past it by pressing 1 and then when it asked for SSN I just pressed #.)
  • Estimated wait time 5-10 minutes — ~5 minute hold then picked up

[daguar]

Added note: The sort of stuff we want to collect: hold times, whether it just hangs up on you if high call volume, experience, etc.

[daguar]

Added:

• Santa Clara (@daguar)
  • Chose "applied recently" but then it said "for faster service, please press 1 to enter a social security #", for office locations press 2. (No option for no SSN; super weird. I got past it by pressing 1 and then when it asked for SSN I just pressed #.)
  • Estimated wait time 5-10 minutes

[alanjosephwilliams]

Orange County

• Called the case worker directly at 2:30
• Range but no answer. Left a voicemail with name and case number.

San Bernardino County

• Called the case worker directly at 2:35
• Answered promptly!

[daguar]

• Fresno
  • Caller #36 in queue, current hold time is 23 mins

[alanjosephwilliams]

San Diego

• English / Language preferences.
• Medical Emergency or Child Abuse? Call one of these numbers any time.
• Social worker? press 1
• Cash aid, medical, food stamps, immigrant assistance, NOA, (anything else?) press 2
• Anything public health or disease related, press 3
• Environmental health, food or restaurants, termite or infestations, press 4
• In home support services or complaints, press 5
• Child welfare, adoptions, protective service, press 6
• mental health, alcohol or drugs, press 7
• Other issues, stay on the line

All representatives are busy. Classical music. No hold time estimated.

[lippytak]

SD

• ~20 min wait
• Could not find AR until I said "it's on the second page" (BCW)
• Said it's busy today so she can only do one case but I pleaded and she did 2

[lippytak]

OC

• Press 0 immediately > rep
• VERY bad phone reception
• Forwarded me to worker
• Worker picked up RIGHT away, found AR promptly, said they had missed interview
• Turns out EW had OLD phone # (not on app) so we updated it and she will call her at 9am tomorrow

[daguar]

Fresno — 41 min wait time

[lippytak]

SF

• Picked up right away
• Gave good info. Found AR quickly. Just worked...

[daguar]

San Mateo (800) 223-8383 Has SOME option on phone tree if you've missed your interview or need to do one Talking to worker, this just connects you with a live agent Customer satisfaction survey after call!

[daguar]

Santa Cruz (831) 454-4165 25 min wait Gives you ES info on the phone while you wait! (that's pretty neat)

[daguar]

• San Bernardino: SUPER awesome
  • They tell you estimated hold time ("more than 15 mins" was what I heard)
  • They give you the option for someone to call you back instead in X mins (I got "32 mins") instead! I chose this option, so we'll see!
  • They claim to have a quality survey at the end.

[daguar]

San Bernardino: bummer update — the system called me back about 10 minutes later, and then put me back in a queue saying my call would be answered in the order originally received. Ended up waiting another ~12 mins.