Mark Jerrell
speaker
1,409 appearances
2 recordings
1 series
first heard Jun 2026
last heard 8 Jul
Mark Jerrell’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 2 in all, peaking in Jul 2026 with 1.
Appearances
With a relatively small percentage increase in overall demand, just 10%, we could really exceed what the projected optimal range was for the originally planned five CRC locations.
And that's what you can see in the column on the right.
That shows that we had really projected about 1,250 customers per day with capacity built in for high volume days.
And so we're seeing some of this growth earlier than even projected, but it's worth considering this as we think through different options.
I began my portion of the presentation today focused on customer demand because of these significant increases we're seeing and significant increases we could see depending on what happens in the community.
But now I want to revisit the original purpose and intent behind the CRC model to show how we've made progress towards initial goals.
For this section, let's start with the customer journey prior to the two CRCs.
Imagine you're a single parent of two children working a low wage job.
Prior to CRCs, residents often had to visit multiple county and community partner buildings to access services.
A customer seeking benefits might visit one office for Medicaid and food and nutrition services, another for child support, and yet another for employment or housing assistance.
Many of our customers rely on public transportation, turning what should have been a simple trip for assistance into a full day of travel and appointments.
And for some residents, this time and transportation burden becomes a barrier to receiving services at all, and certainly a barrier to receiving the full array of services they may be eligible for.
But the problem wasn't only travel, but that our social services model was fragmented by department and the service delivery across programs was disjointed.
Waiting areas and service environments were not designed with the customer experience in mind.
And at the old Billingsley Road social services location, customers often experienced lengthy wait times for services and long lines stretching out the door and extending down the sidewalk.
During the great financial crisis, demand increased so dramatically for services that our operating hours had to be extended to weekends.
But in 2014, to improve accessibility and equity across our services, the county kicked off the Bringing Mecklenburg County to You initiative, building off of earlier initiatives seeking to create access to our services throughout the community.
This initiative created a system of community resource centers designed to make HHS services more accessible by offering an array of programs and resources at a single location closer to where residents lived.
Importantly, CRCs were not just about the customer experience, but were also a broader component of the county's facility master plan, which aimed to place county employees in improved and modernized working environments.
The CRC vision was guided by four goals of equal importance.
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