This change will allow for greater staff coverage and faster service to you during the new operating hours. Participants still have 24 hour, 7 days a week access to the automated telephone system and to the Program web site to obtain information or to review and manage their accounts.

The Program works to provide value-oriented services by providing quality service at a reasonable cost. As part of our ongoing efforts to improve service, the Program studied its current Service Center staffing plan and concluded that service can be improved by slightly changing Service Center hours and increasing staff levels during high volume periods.

Current Service Center hours are 7:30 a.m. to 6:00 p.m., Monday through Friday. However, the study concluded that relatively few participants call prior to 8:00 a.m. or after 5:30 p.m. Reducing the Service Center hours slightly and realigning staff levels is part of a new Service Center staffing plan that will allow the Program to respond more quickly and more effectively to participant calls during the busier hours.