There are many things
that keep the Office of Citizen Services (OCS) operating smoothly and
that also positively impact organizations outside
of OCS and NCDHHS. Staff members are involved in various projects, committees
and advisory boards within and outside of the office. A few of these
include:
NCcareLINK
The Office of Citizen Services has partnered with
13 other State and regional agencies to create a state-wide web-based service resource database. OCS will
continue to develop this resource with the support of 17 regional and four specialty statewide data hubs
and more than 60 local resource data collectors are scattered through out North Carolina. The mix of
regional and specialty data collectors will insure a comprehensive collection of service resources.
From Murphy to Manteo, one can log into NCcareLINK.net and learn about government and social services
anywhere in our state.
The system is set up
to allow and encourage local organizations and agencies to update their
own information contact and descriptive information. Agencies serving as
Data Hubs will review and
verify new and updated information and send to the NCcareLINK Web site.
Searches for services can be focused on a city, county or region and “neighborhoods” of services; Children and Families Resources, Services for
Older Adults and People with Disabilities, list topic and resources pertinent to those in the “neighborhood.”
NCDHHS
Customer Service Task Force
NC-AIRS – North Carolina
Alliance of Information and Referral Systems
The OCS’ CARE-LINE is the original founder of the NC Chapter
of the Alliance of Information and Referral Systems (AIRS). An OCS staff
member is currently the Chair of NCAIRS. It is the desire of the NCAIRS board to
provide training, support, and networks to improve the quality of Information and
Referral provided in North Carolina.
Returning Support for Veterans Program (RSVP)
The Office of Citizen Services CARE-LINE is pleased to support returning
veterans through the "Returning Support for Veterans Program
(RSVP)".
Care-Line is now a one-stop location where veterans and their
families can get all the information about services they need.
Whether the
concern is about military benefits, veteran's education, health services,
or job or other issues, the CARE-LINE and RSVP will provide assistance.
Learn more at http://www.ncdhhs.gov/veterans.htm or contact us through our web site at http://www.ncdhhs.gov/ocs/.
As a part of the
Returning Support for Veterans Program, the Office of Citizen Services’ CARE-LINE
began service 24 hours a day 7 days a week on April 1, 2008. Information
and Referral Services for veterans and other North Carolina residents
will be available around the clock.
OCS Call
Center Phone System – Prerecorded Infomation Boxes
Our Call Center Phone System allowed the Office of Citizen Services to create a series of
relevant prerecorded messages on popular topics. Citizens can listen to detailed information
on a wide variety of topics. This system is totally customer driven. Callers can browse
through the information boxes and at any time choose to leave the automated system to talk
with a skilled Information and Referral Specialist. Popular topics are Medicare, Medicaid,
Food Stamps and child support issues.
In-Service Training
With more than 150 state and federal funded programs managed by the North Carolina Department of
Health and Human Services, it is critical that CARE-LINE information and referral specialists
continue to be informed about eligibility requirements. Criteria for many programs may include
age, income, assets, medical expenses, amount of rent or mortgage payments or similar criteria
can change.
OCS staff stays abreast of program criteria by attending in-service trainings provided each month.
During the last year,
the following training topics were provided:
Early Intervention
Infant Toddler In-Service
Vocational Rehabilitation
Services
Food Stamps
Crisis
Intervention
Pandemic Flu
North
Carolina Rx Program
Work First
E-mail
Security
NC NOVA /Real Choice
Program Integrity-3rd
Party In-service
Dorothy Dix Hospital
tour
Civil Rights
Health
Choice Changes
Veterans Affairs
Programs
Medicaid Clinical
Directive: Family Planning Waiver
