Responsibility

The Quality Assurance and Compliance team is responsible for ensuring the quality of service to internal and external customers through managing data compilation, quality control, program evaluation, corrective and preventative action planning and monitoring, and data analysis and reporting. It is the goal of the team to report program performance with integrity, enabling the agency’s leadership to make data-informed decisions and program changes that will result in the identification of gaps in services as well as business processes that present as barriers to good customer service.

The QA & C team is dedicated to accuracy and transparency in reporting as we model collaboration, caring, empowerment and service excellence.  It is the goal of the team to support the data and collaboration goals and initiatives of Charles County Department of Social Services’ leadership, resulting in increased knowledge and awareness of customers’ needs, our ability and resources to meet those needs, and what program and business process changes are required to improve customer experiences.

Notice of Equal Opportunity

No person shall be denied access to activities, programs and services of the Department of Human Service (DHS) on the basis of race, color, national origin, ancestry, sex, religion, age, mental or physical disability, political affiliation, sexual orientation, gender identity and /or expression, marital status or familial status. This includes the activities, programs and services of a local department of social services (DSS) agency, as well as vendors who provide services for DHS’s customers.

Requesting Reasonable Accommodation:

If you are an individual with a disability, you may be entitled to reasonable accommodations to help you access DHS’s activities, programs and services. This applies even if you are dealing with a DSS agency or a vendor who provides services for DHS’s customers.

Examples of Reasonable Accommodations:

  • Hearing Impairment: sign language interpreter; providing an assistive listening device
  • Visual Impairment: having a qualified reader read to a customer
  • Mobility Impairments: mailing forms to a customer, meeting a customer at a more accessible location
  • Developmental Disabilities: Having things written down; taking breaks; scheduling appointments around a customer’s medical needs

You may request a reasonable accommodation from a DSS agency at any time and your request may be oral or written.  There are no particular words that you need to use to request an accommodation.  A request may be made by you or someone helping you.  A request for reasonable accommodation may be made in person, in writing or over the telephone.  If you need to request a reasonable accommodation because of your disability, you should speak with the ADA Field Coordinator at your local DSS agency.  The name of the ADA Coordinator is posted at your DSS agency.  However, you may also ask for more information at the front desk.

To Discuss A Concern About Your Disability:

If you believe that you are entitled to a reasonable accommodation because of your disability, but one was not provided, you may contact Charles County County Department of Social Services by email at CharlesCounty.CustomerService@Maryland.gov.

You may also file a complaint with the Department of Human Services’ Office of Employment and Program Equity (OEPE) at 410-767-7861 or by email at dhr.oepe@maryland.gov

You can mail your complaint to Maryland Department of Services, ATTENTION Complaints, Office of Employment and Program Equity, 311 W. Saratoga Street, Room 170, Baltimore, Maryland 21201.

Customer Inquiries

The Office of Constituent Services (OCS) assists customers with problems or complaints with a variety of situations. When you need assistance that has not been otherwise resolved at the District Office or through other channels, the OCS may be able to assist you.

To apply or check the status of your case visit MyDHR Benefits:
https://mydhrbenefits.dhr.state.md.us/dashboardClient/#/home

To speak with a representative about the status of your case, contact 1-800-332-6347.

To contact Charles County’s regarding Constituent Services, you can call 301-392-6600 and 301-392-6500, or email: CharlesCounty.CustomerService@Maryland.gov.

How to Report Fraud

The Office of Inspector General protects the integrity of the Department of Human Services by providing preventive and enforcement services through independent audits, reviews and investigations. The OIG identifies, investigates and resolves suspicions of fraud, waste and abuse.

If you would like to report fraud, there are two ways that you can advise us:

  • Phone: 800-332-6347
  • Online

How to Report Employee Fraud
http://dhr.maryland.gov/office-of-the-inspector-general/report-state-employee-fraud/

How to Report Recipient Fraud
http://dhr.maryland.gov/office-of-the-inspector-general/welfare-fraud-complaint-form/

Data & Reporting

Data Analysis and Reporting is an integral component to all the processes Quality Assurance and Compliance team engages in.  Data reports are available for public review.  Additionally, the team produces internal reporting for data-informed decision-making and program improvement.