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.
Trend
recordings per month · last 12 monthsRecordings per month over the last 12 months — 2 in all, peaking in Jul 2026 with 1.
Appearances
Over this five year time span, more than 74,000 customers receive multiple services in a single visit.
And this trend highlights progress towards goal two, showing that CRCs increasingly function as multi-service access points for the communities.
But the impact extends beyond these numbers because as customers gain awareness of the array of resources offered at CRCs, they often return later for additional assistance or help spread the word about resources to friends and family.
The third goal was to provide a more customer-centered, trauma-informed service environment.
CRCs offer customers a convenient and comfortable setting for accessing resources.
Service workflows are intentionally designed to eliminate standing lines, thanks to a queuing technology and service ticketing system that enhances the overall customer experience.
And with this focus on workflows, we've achieved an average overall wait time of less than 30 minutes, which is an important accomplishment for a high volume social services operation.
You can also see progress towards goal three of creating a welcoming environment reflected in the strong customer satisfaction ratings we receive.
Both CRCs received a rating of 94% last fiscal year, which again is a strong outcome for social services programming.
This slide highlights four direct customer quotes about the CRC experience, but this represents thousands of similar comments we've heard over the years.
I won't read each one, but customers often note the excellent customer service, the efficient workflows, and the open and inviting facility design.
But while overall customer feedback is positive, we also receive comments noting the impact when wait times are long, particularly on our highest volume days.
These comments highlight how rising demand can affect the customer experience, especially when customers are waiting to meet with a caseworker.
Importantly, many customers recognize and appreciate the work of our staff, even when there are delays.
But as demand grows and the capacity at our two CRC sites become strained, customer experiences with longer wait times may become more common.
In addition to enhancing customer service, CRCs were designed to improve the work environment for employees by modernizing counting facilities.
I don't want this to get lost in the presentation because it's equally important.
CRCs support better working conditions, operational efficiency, communication, and customer service delivery across HHS departments, and having modern facilities helps to strengthen employee recruitment, retention, and just overall operational effectiveness.
We've made progress towards this goal by placing many HHS staffs in modernized work environments at both VCW and EBS CRCs.
However, there are still opportunities to improve the work environment for county employees.
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