Office of Children and Family Services

Human Services Call Center

Human Services Call Center

Consolidated Call Center Project

The Statewide Call Center Consolidation (CCC) Project is one of Governor Andrew Cuomo’s initiatives aimed at improving the consistency and quality of information and customer service provided to all New Yorkers by state agency call centers. Based on extensive experience and expertise in handling over 300,000 calls each year at the Statewide Central Register of Child Abuse and Maltreatment (SCR), in 2012 OCFS was selected as one of four lead anchor agencies. The Human Services Call Center (HSCC) was established to handle calls on behalf of customer ten state agencies and several other state agencies have also reached out to the HSCC for assistance.

Human Services Call Center Operations

The HSCC is a customer-focused operation committed to providing consistent and high quality services to all statewide callers. To achieve this goal, HSCC business analysts work with the program units within each agency to define calls for transition to the HSCC and to build a robust statewide Knowledge Base with clear and consistent content. The relationship with the agencies’ program units continues after the transition with weekly, monthly and quarterly reports and status update meetings.

The HSCC provides detailed reports on call metrics including:

  • call volume,
  • length of calls,
  • average wait times,
  • the most frequently asked questions, and
  • the number of callers needing translation services.

The HSCC has outperformed the goal to answer 85 percent of all calls within five minutes. Responses from the customer agencies confirm the HSCC is providing excellent service while allowing the agency staff to focus on their core mission. For the first time, agencies have detailed understanding of their callers’ needs, including a full accounting of the time required to handle calls, and the most frequently asked question by time period. This customer focused approach has proven to be successful.

In May 2013, the HSCC began taking calls for three lines for the Department of Health. By March 2017, the HSCC completed the transition of calls for 39 different lines within 10 agencies and handled over 2,000,000 calls.

Department of Health (DOH)
Adult Care Facilities Hospital Complaint Hotline
Bureau of Narcotic Enforcement Nursing Home Complaint Hotline
Center for Environmental Health Office of Professional Medical Conduct
De-authorized Provider Hotline Organ Donor & Tissue Registry
Electronic Death Registration System Synthetic Drug
Emergency Medical Services Veterans Information Line
Home Care / Hospice Vital Records
Department of Civil Service (DCS)
Accident Reporting System Jobs/Merits
Affordable Care Act (seasonal) Language Access Line
Employee Benefits Division
Office of Children and Family Services (OCFS)
Abandoned Infant Information Hotline NYS Mentoring Program
Child Care Information Line Protective Services for Adults
NYePay Public Information Office / Main OCFS
Workers’ Compensation Board (WCB)
Advocate for Injured Workers Disability
Claims/C-3 Medical Director’s Office
Compliance Paid Family Leave
Office of Alcohol and Substance Abuse Services (OASAS)
Credentialing Line Impaired Driver Services
Higher Education Services Corp (HESC)
Information Line
Office of Temporary and Disability Assistance (OTDA)
Temporary Assistance
Office of Victim Services (OVS)
Victim Information Line
Division of Veterans Affairs (DVA)
Information Line
Office for People with Developmental Disabilities (OPWDD)
Information Line

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