Transitional Assistance Department wins three national awards for innovative programs

A smiling young male employee in a black shirt, wearing a headset, sitting at a desk in a customer service center. — The Transitional Assistance Department received three NACo Achievement Awards for enhancing the overall customer service experience. An Eligibility Worker II at the Customer Service Center shows his excitement.

The San Bernardino County Transitional Assistance Department has been recognized with three National Association of Counties (NACo) Achievement Awards for initiatives that improved customer communication, enhanced access to essential emergency services and boosted staff performance.

“We are making meaningful strides in improving access to essential services, supporting families in need, and enhancing the overall customer experience,” said James LoCurto, director of Transitional Assistance. “This recognition is a testament to the dedication of our entire team in ensuring that every resident we serve receives timely, effective, and compassionate assistance.”

Robotic Calls and API for Enhanced Customer Communication

To enhance outreach and keep customers informed, Transitional Assistance collaborated with the Information Technology Support Division (ITSD), the California Statewide Automated Welfare System (CalSAWS), and Voicent to develop an automated robocall system and an Application Programming Interface (API).

This innovative solution delivers timely reminders and notifications to CalFresh recipients, helping them meet important deadlines for eligibility status reports and benefit recertification/re-evaluation packets. The program supports AB 79 requirements by streamlining verification processes and strengthening customer engagement.

By reducing staff workload and improving efficiency, the Robocall and API Initiative minimizes delays, prevents benefit interruptions, and ensures accurate case records—all while improving service delivery.

Emergency Needs Program Initiative Pilot

In response to growing housing insecurity in the county, Transitional Assistance launched the Emergency Needs Program (ENP) Pilot in partnership with the Children’s Fund. This program helps county residents, including families enrolled in California Work Opportunity and Responsibility to Kids (CalWORKs) and CalFresh, who are at risk of homelessness or struggling to maintain stable housing.

By leveraging overlapping eligibility criteria, ENP provides timely financial assistance to prevent displacement and promote long-term housing stability.

This initiative represents a critical step in the county’s ongoing efforts to combat homelessness and support its most vulnerable residents.

Customer Service Center Average Handle Time Contest

To enhance customer service and efficiency, Transitional Assistance introduced the Average Handle Time Contest for its Customer Service Center eligibility workers. The challenge encouraged staff to reduce call handling times while maintaining quality service for residents applying for or receiving public assistance.

This friendly competition boosted morale, improved efficiency, and staff engagement for better service to the community.

For information on programs and services provided by San Bernardino County’s Transitional Assistance Department, visit wp.sbcounty.gov/tad.

Additional County Update News – August 21, 2025