STATEMENT: GA Division of Family and Children Services

STATEMENT: GA Division of Family and Children Services

Statement from Georgia Department of Human Services Division of Family and Children Services:

The Georgia Department of Human Services Division of Family and Children Services recently re-engineered its business model for providing benefits to Food Stamp, Medicaid, TANF and Child care customers to meet increased demand for services and create consistent service statewide. This process is called Georgia One.

Instead of requiring customers to travel to the county office and complete benefit interviews or renewals in person, this new business model relies heavily on technology and telephone services.

The Department is working diligently with its internal and external partners to address complications with technology and resolve them as quickly as possible.

We believe once our system issues are resolved, customer wait times will be reduced and service improved for the entire state of Georgia.

Currently, the Georgia One communication line experiences its highest call volumes on Mondays and Tuesdays. Clients may receive better service if they call outside those periods of high call volume. 

About 10 days ago, the department became aware of an issue with notices sent to clients who needed to renew Food Stamps and Medicaid.

Customers reported they either did not receive a notice of the need to renew their benefits in October or they received the notice too late to prevent their case from closing at the end of the month.

This notice issue affected only certain customers who represent a small percentage of the total recipients.

In order assist the customers as quickly as possible, the department is working extended hours with a targeted action plan to restore their benefits as quickly as possible.

Customers who file the renewal form or application at before Nov. 25th will receive benefits for the entire month of November.

In order to address the increased number of customers in the lobby of the Chatham County office we have added more staff since Friday of last week to address the clients needs and answer their questions.

Maureen A. McFadden
County Director
Chatham County Department of Family and Children Services