The DHS Call Center is responsible for responding to all incoming calls regarding TANF, SNAP, and Medical Assistance for District of Columbia Residents. They Center provides high quality customer support, not limited to call handling. Call Center staff are equip to complete client service transactions, input and maintain client information, and process all other client transactions. Calls are answered by a Social Service Representatives (SSR) who will review and process applications and recertification packets, for public benefits eligibility. The Call Center focuses on First Call Resolution.

HOW MAY I REACH THE CALL CENTER?
Customers can reach us via:

- Call Center Main Line (202) 727-5355
Fax (202) 535-1487

Correspondences sent to customers (202) 724-5506
HBX Medicaid Call Center (855) 532-5465 (Current Customers)
Director’s Line (202) 671-4200 (Benefits related questions)

WHAT DOES THE DHS CALL CENTER DO?
Answer ANY questions pertaining to benefits
Report changes, such as, address, income, expenses and household information (must be in DCAS and viewable in DIMS or submitted by customer)
Complete SNAP Recertification/SNAP Mid Certs information (must be in DCAS and viewable in DIMS or submitted by customer)
Complete telephone interviews for SNAP and TANF (Nov)
Rollups
Complete of Medicaid recertification information (must be in ACEDS, DCHL and viewable in DIMS or submitted by customer)
Case closures
Card requests for Medicaid
Update MEAE eligibility codes
Complete application submitted through DCHL information (must be in DCHL, ACEDS and viewable in DIMS or submitted by customer)
Send all requested forms to customers
Accept needed documentation via fax or department email
Provide resource referrals