Document Type

Capstone Project (Open Access)

Degree Name

Bachelor of Science (B.S.)


Health, Human Services and Public Policy


Collaborative Health and Human Services

First Advisor

Victor Longoria


The Monterey County Department of Social Services (MCDSS) has created a pilot program to their caller system in an effort to increase the caller satisfaction. The name of this pilot program is the Clerical Triage pilot program; which will be implemented at the administrative area of MCDSS. This capstone project will focus on following the implementation of the Clerical Triage Pilot Program and the short term results that occurred. This project gives a clear representation of how an implementation will look like if implemented to a caller system. The results will affect the call volume, and caller wait time; this will ultimately lead to the overall success or failure rate of the Caller System.

The Macro level problem is the increased lack of accessibility to services in MCDSS can potentially contribute to a lack of social welfare. The Micro level problem is the caller satisfaction rate is too low for the caller system in MCDSS. For both the Micro and Macro level problems the recommendations both apply. They are the following; create an equal training system and language for all workers in all queues, build reports frequently in order to view updates and alter the implementation, all findings to be used as a basis for future programs.