DAAS-PG APS Call Center Enhancement

About the Program

Category: Human Services (Best in Category)

Year: 2023

The San Bernardino Department of Aging and Adult Services – Public Guardian (DAAS-PG) developed and implemented the DAAS-PG Adult Protective Services (APS) Call Center in order to transition most APS calls received during core business hours from the Child and Adult Abuse Hotline (CAAHL), minimizing wait times and reducing abandoned calls. The APS Call Center is staffed with English and Spanish speaking social workers. An email feature was added to allow county employees to bypass the wait times and submit a referral electronically to an inbox. The DAAS-PG APS Call Center operates Monday through Friday 8:00 am – 5:00 pm excluding holidays. As a result of this implementation, DAAS-PG has improved customer service to its vulnerable and at-risk population by providing a more efficient means of submitting referrals regarding alleged abuse and neglect among this population.