Agenda

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C.103

To:	Board of Supervisors
From:	FAMILY & HUMAN SERVICES COMMITTEE
Date:	December 4, 2018

Contra

Costa

County

Subject:

Maximizing Technology for Customer Service & Administrative Efficiency in the Employment and Human Services Department

APPROVE	OTHER
RECOMMENDATION OF CNTY ADMINISTRATOR	RECOMMENDATION OF BOARD COMMITTEE

Action of Board On: 12/04/2018

APPROVED AS RECOMMENDED

OTHER

Clerks Notes:

VOTE OF SUPERVISORS

AYE:

John Gioia, District I Supervisor
Candace Andersen, District II Supervisor
Diane Burgis, District III Supervisor
Karen Mitchoff, District IV Supervisor
Federal D. Glover, District V Supervisor

Contact:	Mike Roetzer 925-608-4810
cc:	EHS Director EHSD Administration CAO-H&HS Deputy CAO

I hereby certify that this is a true and correct copy of an action taken and entered on the minutes of the Board of Supervisors on the date shown.
ATTESTED: December 4, 2018
David Twa,

BY:	, Deputy

RECOMMENDATION(S):

ACCEPT report from the Employment and Human Services Director on the Department's use of technology to support client services and staff efficiencies.

FISCAL IMPACT:

There is no fiscal impact.

BACKGROUND:

On June 7, 2016, the Board of Supervisors approved the Employment and Human Services Director's recommendation to refer oversight on the impacts of technology on access to public benefits to the Family and Human Services Committee (FHS), due to the department's reworking of its business processes and development of technologies to make remote access of public benefits more common for its clients. This became FHS Referral No. 114.

BACKGROUND: (CONT'D)

This is the third report to FHS on this referral. The last report was made in November 2017. Please see the attached report from the Employment and Human Services Department with an update on the Department's use of technology to support client services and staff efficiencies.

Employment and Human Services Department, Administrative Services Director Michael Roetzer presented the report. Mr. Roetzer reported on some of the technological advancements EHSD has made, including: video conferencing for American Sign Language customers, redesigning the website, expanding video conferencing in lieu of in-person or over the phone for increased efficiency and effectiveness, using electronic signatures on certain forms, getting mobile devices to more in-home supportive services staff, and encouraging clients to use My Benefits in CalWIN for case updates.