Customer Service Promise

The Maryland Department of Human Resources (DHR) is the state’s primary social service provider, serving over one million citizens annually. The department, through its 24 local departments of social services, aggressively pursues opportunities to assist those in economic need, provide preventive services, and protect vulnerable children and adults in each of Maryland’s 23 counties and Baltimore City. Our mission is based on the following principles:

  1. Work is indispensable for achieving independence.
  2. Partnerships and alliances with business and the community are critical to our customers’ ability to achieve and maintain independence.
  3. Families should be the first resource for the emotional and financial support of their children and other family members.
  4. Assistance is provided to people while honoring individual and group differences.
  5. Empowerment is essential to the provision of human services.

The Maryland Department of Human Resources’ vision is a Maryland where all residents are able to independently support themselves and their families, and where citizens are safe from abuse and neglect. Our customers include residents needing all types of assistance, and those seeking to care for themselves and their loved ones. Every DHR employee is responsible for delivering exceptional customer service by providing customers with respectful, timely, and knowledgeable services. At all times, DHR staff will provide customer service to both internal and external customs that meets or exceeds the standards set forth by DHR and the Hogan Administration.

Our customer service promise and mission is to:

  1. Improve the tracking, responsiveness, and time-toresolution of all electronic, telephone, written, and inperson correspondence. For example, we will acknowledge all email inquiries within 24 hours of receipt.
  2. Ensure state employees and managers continue to improve customer service skills through formal training classes and informal coaching on best practices in customer service. To this end, all DHR employees will attend customer service training by the summer of 2017.
  3. Improve the processing times of agency services to help citizens and businesses accomplish their transactions with the state. By continuing to improve the process times of our services, DHR continues to assist individuals and families on their road to independence in a timely manner.
  4. Increase the number of services the state provides online so that citizens and businesses can utilize self-service, as appropriate. In 2015, DHR launched the myDHR website. Whether applying online for benefits, checking the status of an application, reporting changes, or managing accounts, Maryland customers can now complete all these actions via myDHR online or with a smartphone, without having to call or visit their local office.
  5. Update online publications, forms, FAQs, and pertinent information on our website so that residents can find relevant information quickly and accurately. In July 2016, DHR launched an enhanced website designed to prioritize customer service, offering a streamlined, functional platform that connects our customers in fewer clicks to the information they need, while also making the most sought-after resources easier to find.
  6. Use social media to help get the word out about services, events, and news to provide citizens and businesses with information important to them. DHR utilizes several social media channels to expand reach, foster engagement and increase access to credible, social-service oriented information. Through our social media channels DHR is able to:
    • Increase the timely dissemination of social-services information and assist customers with accessing the information they need.
    • Leverage audience networks to facilitate information sharing. ○ Personalize social-services messages to target particular audiences.
    • Facilitate interactive communication, connection and public engagement.
    • Post social service oriented public service announcements to help raise awareness.
    • Empower Marylanders to make better choices for themselves and their families.
  7. A three question Customer Experience Survey is available on our website for citizens and businesses to provide feedback. Results are used to make improvements to services.

In addition to these core customer service-related activities, we will also analyze our business hours in order to better align them to customer needs, ensure literature is up-to-date, and conduct staff meetings to discuss progress on achieving customer service goals. We will also continue to recognize top performers in our agency for professionalism and courtesy, responsiveness in resolving a customer’s needs, and for innovations that improve customer service.

We will monitor the execution of the aforementioned activities, measure performance, and analyze the results in order to continuously improve customer service.

We are committed to providing Maryland citizens, businesses, stakeholders, and other customers with the best customer service. For more information, please refer to the Maryland Department of Human Resources website at http://dhr.maryland.gov/

Click here for our Customer Experience Survey.

Click here for our FY17 Customer Service Annual Report