Benefits call center plan put on hold / State officials want better training, data tracking before statewide rollout.
Source: By Corrie MacLaggan, AMERICAN-STATESMAN (TX), Thursday, April 06, 2006
…….. State officials have put on hold a controversial call-in system for Texans to apply for food stamps and Medicaid, Health and Human Services Executive Commissioner Albert Hawkins announced Wednesday. Hawkins is calling for better training for the system's private-sector customer service representatives and improvements in how data from applications are tracked. Officials will re-evaluate the system's readiness in 30 days, to ensure that call center employees are better able to resolve complicated cases, he said.