In a recent meeting of the North Dakota House Appropriations - Human Resources Division, officials discussed the ongoing challenges and improvements within the state's customer support system for Medicaid and other human services. The meeting, held on January 29, 2025, highlighted the significant changes made in response to the high call volumes experienced during the pandemic and the subsequent unwinding of emergency measures.

As the pandemic began to ease, the state faced an influx of calls, prompting the establishment of a surge support team to assist the customer support center. This team, which was a contracted vendor, played a crucial role in managing the high volume of inquiries. However, as of October 2024, the surge team was disbanded, leading to increased average wait times for callers. The transition to a "one call resolution" model was also implemented, allowing customer support agents to handle inquiries more effectively without needing to transfer calls to higher-tier eligibility workers.

The centralized customer support team now consists of 39 agents, with 37 being county employees and 2 from the Health and Human Services (HHS) department. This team is tasked with addressing approximately 25,000 calls each month, a significant responsibility that underscores the importance of efficient service delivery for North Dakotans seeking assistance.

Despite the improvements, concerns were raised about the rising number of abandoned calls, as frustrated callers hang up due to long wait times. Representatives emphasized the need for additional staffing to alleviate these issues and ensure that citizens receive timely support. The eligibility team, which processes around 16,000 to 18,000 applications monthly, remains separate from the customer support agents, who do not handle application processing but focus solely on call support.

The meeting concluded with a commitment to monitor the situation closely, particularly as the state prepares for the launch of the Low-Income Home Energy Assistance Program (LIHEAP), which is expected to further increase call volumes. As North Dakota navigates these challenges, the focus remains on enhancing service delivery and ensuring that all residents have access to the support they need.