Program Description

  Social Services Constituent Services and Quality Assurance

The Constituent Services Unit serves as the primary operational and analytical arm of the Social Services Office for escalated constituent matters. Guided by core values of equity, responsiveness, effectiveness, and collaboration, the unit ensures that all residents experience a respectful and inclusive environment when seeking assistance. The unit manages escalated inquiries within a mandated 48 business-hour timeframe, collects and analyzes program data to inform strategic decision-making, oversees quality assurance activities to support compliance with internal and external requirements, and leads cross-departmental projects aimed at improving service delivery and addressing systemic barriers. Additionally, the unit provides financial monitoring support aligned with strategic priorities for internal and external stakeholders. Through these functions, the Constituent Services Unit advances consistent, data-driven, and equitable customer service for all constituents.