The Montgomery County CSEA Call Center is staffed with Customer Service Representatives and Job and Family Service Specialists who are available to answer questions and address customer concerns Monday through Friday 8:00am to 5:00 pm.  It is our goal to offer each customer "First Contact Resolution", (address concerns upon initial contact).

In some instances, the customers issues may require research or a more detailed investigation.  We ask that the customer allow 48 hours for any action that may be required or to receive a return call with an updated status on their case.

If, at any time, the customer feels their case has not been handled appropriately in regard to accuracy and/or timeliness, it is their right to speak to an agency team leader.  If the team leader is unable to address the customer issue, it will be forwarded to a member of our management team.  If the customers issue is not resolved at the management level, the customer has the right to have the issue forwarded to our office of Administration.

The Call Center peak times or certian times during the day that are busier than others (11:30 am - 2:00 pm and 4:00 pm to 5:00 pm).  During these hours we receive a high volume of calls and customers may experience an extended waiting period.

The Representatives in our Customer Call Center are happy to assist each customer.  We are committed to providing quality customer service by effectively using the Support Enforcement Tracking System (SETS) and working together as a team to ensure customer satisfaction.