CIVIL RIGHTS
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Customer Service Liaison
Release Date
01/09/2017
Section Heading
Purpose
To release a new policy.
Policy
The Department of Public Social Services (DPSS) is committed to its ongoing effort to enhance the customer experience and ensure all customers have equal access to the programs and services DPSS offers. Customer Service Liaisons (CSLs) are outstationed in all General Relief (GR) District offices to ensure compliance with customer service initiatives and policies, to coordinate accommodations for persons with disabilities, and to support district office personnel in providing quality customer service. The CSLs report directly to the Department’s ADA Title II Coordinator in the Customer Service Liaison Unit (CSLU) and works in collaboration with the District Office Director and staff.
Background
DPSS has implemented several customer service initiatives in an effort to continually provide customers prompt and effective service. In March 2016, the Customer Service Liaison Unit was implemented to support service efforts in the District Offices. The CSLU oversees CSLs that are out-stationed in GR district offices.
Definitions
Americans with Disabilities Act (ADA)
The Americans with Disabilities Act, as used in this Release, refers to the laws designed to protect the civil rights of people with disabilities. These laws prohibit discrimination by guaranteeing equal opportunity for individuals with disabilities in public accommodations, commercial facilities, employment, transportation, State and local government services, and telecommunications.
Customer Service Liaison
A manager at the level of Human Services Administrator I (HSA I) out stationed in a General Relief District Office.
Model Office Concept
A service delivery model designed to optimize the customer experience, provide consistent practices across district offices and reduce wait time for customers who need to conduct quick transactions without needing to see a case carrying worker, such as replacement of an EBT card or submit QR7-LA/SAR7 reports.
Requirements
N/A
Verification Docs
N/A
Attachments
N/A
Index
Glossary
APP
Pre Apprenticeship Certificate Program
AU
Administratively Unemployable
CLA
Clinical Assessment Appointment
CLE
Clinical Engagement
CORE
Career, Opportunities, Resources and Employment
CSS
Department Of Community And Senior Services
CSSD
Child Support Services Department
DMH
Department Of Mental Health
EJS
Early Job Search
ELAAJCC
East Los Angeles America’s Job Center Of California
ES-EW
Employment Special Eligibility Worker
HiSEC
High School Equivalency Certificate
HiSET
High School Equivalency Test
JOC
Job Order Coordinator
JRT
Job Readiness Training
JSPC
Job Skills Preparation Class
LACOE
Los Angeles County Office of Education
LADOT
Los Angeles Department of Transportation
LOD
Line Operations Development
NSA
Need Special Assistance
PCC
Pasadena City College
REP
Rapid Employment Promotion
SIP
Self-Initiated Program
SOA
Security Officer Assessment
SOT
Security Officer Training
SSVF
Supportive Services for Veteran Families
TAP
Transit Access Pass
VA
Department of Veteran Affairs
VL
Veteran Liaison
WIOA
Workforce Innovation & Opportunity Act