11
NACO ACHIEVEMENT AWARDS
Transitional Assistance Department (TAD)/Performance, Education & Resource Centers (PERC)
Policy Review Program - The Transitional Assistance Department and Performance, Education & Resource Centers
designed the Policy Review Program as a new approach for creating and presenting training using workgroup developed
materials and an e-Learning Network. Training for staff administering federal and state programs in a cost-effective and
efficient manner is critical to the success of the County meeting its goal to serve the public and maintain performance
and quality outcomes.
Transitional Assistance Department (TAD)
Lobby Management - The TAD Lobby Management initiative was implemented to improve
customer service and maximize efficiency and productivity in response to increasing lobby traffic.
Under Lobby Management, when customers enter the lobby, an eligibility worker (EW) greeter
offers them the option to drop off documents, check in for appointments, or request supportive
services at the self-service kiosk. An EW greeter may also use a Wireless Barcode Reader to review
documents for completeness, scan the barcode designating it as “received,” and provide the
customer with a receipt. This expedites the processing of incoming mail, reduces the need for
additional customer contact, or return office visits, and prevents discontinuances due to incomplete
or unsigned documents.