Customer service improvements include:
« Updating the recorded phone script for the HEAP season to instruct callers on next
steps if they cannot get through to make an appointment.
Providing reminders on a number of additional communication platforms including
ceoge.org and social media that HEAP appointment walk-ins are welcome 6:30 a.m. to
10 a.m. Monday — Friday at our 1849 Prospect Avenue location and are helped ona
first-come first-served basis. We can help up to 75 walk-ins between these hours, and
we assist our older customers and people living with a disability first.
« Working with our contact at the state of Ohio to begin to accept PIPP Plus and HEAP
applications locally via drop-off box or by mail, simplifying the process for our customers
by making face-to-face appointments unnecessary.
As | mentioned to you when we spoke on the phone, we have a new team here at the Council
for Economic Opportunities and we are working diligently to improve service to our
customers.
Thank you, Jonathan.
st Thresher | Vice President of Marketing and Communications
The Council for Economic Opportunities in Greater Cleveland
1801 Superior Avenue, Suite 400
Cleveland, Ohio 44114
Phone: 216-696-9077 Ext.244 | Fax: 216-696-0770
MThresher@ceoge.org
www.ceoge.org