The Office of Citizen Services (OCS) operates the North Carolina Department of Health and Human Services (NCDHHS) call center called the CARE-LINE, the department’s Ombudsman Program and Disaster Coordination Services. In providing these services, ensuring that customer service is in the forefront of all we do is imperative. OCS staff communicates daily and often with NCDHHS employees, North Carolina residents, residents from other states, elected officials, other government agencies and non-profit agencies. Through these communications, OCS is seen as the central point of contact for NCDHHS. More often than not, OCS is the portal of entry to NCDHHS for consumers and residents. Thus, our interactions are a direct reflection of not just OCS but all of NCDHHS. Due to this, OCS staff strive to provide top notch customer service to anyone they encounter. As a result, OCS provides guidance, consultation and direction to NCDHHS divisions and offices in how to maintain effective customer service operations and the highest standards of customer service practices. In doing this, OCS is ensuring that NCDHHS overall is operating as a team in regards to customer service.

OCS staff provides administrative, training and clerical support to the DHHS Customer Service Task Force. The OCS Director chairs the Secretary’s DHHS Customer Service Task Force.