Monday, June 22, 2020

Customer Service Increases Productivity While Working From Home



“Hello, thank you for calling the California Victim Compensation Board. How may I help you?”

Thousands of victims, victim advocates and providers hear those words every month when they call Customer Service and that didn’t change during California’s Stay-at-Home order. In fact, CalVCB’s dedicated staff exceeded expectations since transitioning to telework in mid-March.

“Recognizing the important role we play within the Board, we take pride in delivering information to our victims in a compassionate manner and expeditiously resolving issues,” said Tisha Heard, the Customer Service Section manager.

Her team is made up of 12 dedicated, knowledgeable, empathetic and trauma-informed individuals, and serves as the primary point of contact for those in need. They handled more than 10,400 calls in May from applicants looking for answers about their applications and compensation. 

The transition to telework didn’t come without challenges but Heard said they quickly overcame the obstacles and found solutions. Since transitioning to telework, they’ve increased productivity and people calling into CalVCB have experienced decreased wait times, a trend Heard is confident will continue in the coming months

Despite the challenges of the job, CalVCB’s Customer Service Section regularly recognizes the accomplishments made by individual team members and takes pride in knowing they’re able to help victims.

“My team and I get the opportunity to offer emotional support and program assistance to victims of crime and their families throughout the State,” said Heard. “It is truly gratifying knowing that you’ve helped someone begin the healing process as they try to get back to ‘normal.’ Despite the stress and challenges that come along with my job, I wouldn’t trade places with anyone. I love my job. In my next life, I see myself continuing this type of work. It’s in my DNA.”

Some of those applicants Heard and her team help are victims of older and dependent adult abuse, which CalVCB observes and raises awareness of in June. From July 1, 2018, through June 30, 2019, CalVCB approved nearly 220 compensation applications from both direct and derivative victims. Applicants received more than $200,000 in compensation, with the majority covering medical ($88,904), dental ($32,031) and funeral/burial ($29,921) expenses. Compensation is also available for mental health treatment, income loss, relocation and residential security. Older Californians who have suffered abuse may apply for compensation at victims.ca.gov.