DPSS ePolicy

To revise an existing policy and/or form(s).

What changed?

To provide Customer Service Centers (CSC) and Americans with Disabilities Act (ADA) Hotline staff instructions on how to provide referrals to callers with disabilities for Reasonable Modification Requests and/or eligibility-related questions and/or requests.

To inform district office staff that callers using the CSC’s Interactive Voice Response (IVR) System can choose option six (6) to directly transfer their call to the ADA Hotline. 

Staff must inform customers of their right to ask for a reasonable modification in order to ensure persons with disabilities have equal access to programs and services administered by the Department.

For customers calling the CSC line to request a reasonable modification, CSC staff are to provide callers with the direct ADA Hotline telephone number AND offer to provide a warm handoff to the ADA Hotline.  The ADA Hotline telephone number, along with the ADA website address, should be provided to the caller for his/her future reference.

The Department of Public Social Services (DPSS) is committed to its ongoing effort to enhance the customer’s experience and ensure equal access to the programs and services as required by Title II of the ADA.  Title II of the ADA states that “qualified” customers with a disability in any program or activity (receiving public funds or managed by any public entity) should not be:

• Left out of the program due to the disability;
• Denied benefits due to the disability; or
  
• Discriminated against due to the disability. 

DPSS started the ADA Hotline to give information on and help callers asking for reasonable modifications.  The ADA Hotline number and operating business hours are:

844-586-5550
Monday – Friday
8:00 a.m. – 5:00 p.m.

Callers using the IVR System can be directly connected to the ADA Hotline by selecting option six (6).  The IVR System Main Menu will play the following message in all DPSS threshold languages:

Press six (6), to connect to the ADA Hotline, if you have a disability and need an accommodation.

More information can be found on the DPSS ADA website.

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