Frequently asked Questions

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Frequently asked Questions


1.

What services will the Customer Service Center (CSC) provide?

The Customer Service Center is a "single point of contact" currently providing services for the following aid programs: CalWORKS, CalFresh, Medi-Cal, and General Relief programs.

This service provides live customer service eligibility workers who provide inbound call service to assist participants, community-based organizations and public in general.

2.

Do I still have an Eligibility Worker?

Yes, you still have an Eligibility Worker assigned to you but the CSC Eligibility Worker will handle all telephone calls. The CSC Eligibility Worker is available from 7:30 am to 5:30 pm Monday through Friday. You will continue to see your Case Carrying Eligibility Worker when you schedule appointments or need to go into the district office.

3.

How is calling the CSC different from calling my Case Carrying Eligibility Worker?

Like your Case Carrying Eligibility Worker, the CSC Eligibility Worker will be able to answer any questions you may have regarding your case and update specific changes you report. The difference is that you may be able to resolve any issue/inquiry from home or work using your phone and avoid a visit to the District Office. The CSC Eligibility Worker is available from 7:30 am to 5:30 pm.

4.

What if my questions or needs cannot be addressed by the CSC Eligibility Worker?

The CSC Eligibility Worker will make every effort to complete your request. However, the CSC Eligibility Worker will be able to schedule an appointment with your Case Carrying Eligibility Worker or contact them for further assistance when necessary. Your Case Carrying Eligibility Worker may contact you for final resolution of your request.

5.

What if I have an emergency?

The CSC Eligibility Worker will be able to assist with any emergency call regarding your case.

6.

Will I be able to go to the CSC and receive assistance if I need to?

No. Many inquiries can be handled by phone without the need to visit a District Office.  However, in the event you need to see your Case Carrying Eligibility Worker, the CSC Eligibility Worker can schedule an appointment for you to visit your local District Office for assistance.

7.

What if I need to cancel or change my appointment with my worker?

The CSC Eligibility Worker will cancel or change your appointment with your Case Carrying Eligibility Worker

8.

What if I have a complaint and want to speak with my worker's Supervisor?

The CSC has Eligibility Supervisors on site to assist you with any problems.

9.

What do I need to access the CSC automated system?

You will need to provide the last four digits of your Social Security number or ten digit telephone number; and two of the following combinations; Date of Birth, Zip Code, Last four digits of EBT card 

or 

You will need to have your10 digit Customer Identification Number and your six digit Personal Identification Number (PIN). If you don't have one you can select the PIN Reset option on the Automated System and you'll be prompted to change or request a new PIN#

10.

What type of information can I obtain from the CSC automated systems?

You will be able to access and retrieve case specific information such as:

  • Case Status
  • Monthly benefit amount and availability date for Cash and/or CalFresh
  • Name of your case Eligibility Worker and/or GAIN Worker
  • Office Location
  • Receipt of SAR7/QR7-LA and/or Renewal/Recertification
  • Reason for incomplete SAR7/QR7-LA
  • How to obtain Health Care Provider information
  • Sanction information
  • Child Support Referral information
  • How to file an appeal for action taken on case
  • How to change Health Plan
  • Share of Cost Information

You can also get connected to DPSS recorded Program Information, Fraud, IHSS, and Emergency Hotlines.

 

11.

If I recently applied for benefits and my case is pending, will I be able to contact the CSC for any questions?

Yes, you can call the CSC to get information about your application status by using our Automated System and entering your Customer ID and your Personal Identification Number (PIN) or entering the last four digits of your Social Security number or your ten digit telephone number and two of the following Date of Birth, Zip Code, or last four digits of EBT Card.

12.

How long will it take to receive an EBT card via mail?

It will take approximately 3-5 business days not counting holidays from the date of your request.

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