Newsroom > DHHS News Release

February 13, 2012
Russ Reno, Communications and Legislative Services, (402) 471-8287

ACCESSNebraska’s Fourth Customer Service Center Opens
LINCOLN – Twenty-seven more social service workers were added to ACCESSNebraska’s phone lines when the fourth, and final, Customer Service Center opened late January in Lexington, said Scot Adams, interim director of Children and Family Services in the Nebraska Department of Health and Human Services.
The addition of the Lexington office brings a total of 400 workers to ACCESSNebraska, which will help respond to the high demand for the service, he said. Customer Service Center staff conduct interviews, make customer changes and provide information and referral services via the telephone. The other Customer Service Centers are located in Lincoln, Fremont and Scottsbluff.
Phone numbers for ACCESSNebraska are 800-383-4278 or 402-323-7455 in Lincoln, he said.
“The wait time on phone calls has been falling,” Adams said. “At the end of December 2011, the average wait time was approximately eight minutes, and in early February it stood at about seven minutes. While the average wait time is becoming less and less, the Lexington office was not open for much of January, and we hope to continue to see improved response times for callers.”
He said ACCESSNebraska brings efficiencies to the system through online applications, and document scanning and retrieval of case files. Since the project began in September 2008, more than 10.5 million pages had been scanned into the system making them accessible to all workers.
The customer service centers provide a more efficient way to process and approve requests for economic assistance services, such as the following programs: Supplemental Nutrition Assistance Program (food stamps), Aid to Dependent Children, Energy Assistance, Medicaid, Aid to the Aged, Blind or Disabled, Child Care, Employment First (job training, education, and employment preparation) and the Social Services Block Grant (transportation, chore, meals, respite).
Adams reminded recipients of public benefits that they also may call ACCESSNebraska to arrange an in-person meeting with a social service worker.
He noted that online applications are increasing as 67 percent of all applications have been received through the Internet, and 39 percent of web submission occur during non-business hours. ACCESSNebraska also allows recipients to check and change their personal information, view their benefits and submit documents online at any time of the day or night.
More information about ACCESSNebraska, local offices, community partners and applications can be found online at: Computer kiosks, telephones and personal assistance are available in more than 100 communities statewide through 28 local DHHS offices and about 500 community partners. Their locations are listed on the website, he said.