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Human Resources Department

Hamilton County 2010 Employees of the Year
Customer Service Excellence Award

Karen Evans with Job and Family Services

Karen Evans, Customer Service Manager for Job and Family Services, serves as the point person for all complaints regarding the public assistance program.

During 2009 � a year that saw record levels of County residents seeking public assistance and the layoffs of hundreds of JFS employees � Karen faced a very busy and difficult job. In fact, ALL of the employees who worked for Karen were laid off. Even when faced with this tremendous pressure, Karen was determined to remain positive and to serve the customer with respect. Karen stood as a symbol to all employees on how to be innovative and step up to the plate when needed. Karen worked closely with line managers and public assistance staff to handle complaints, and she worked late many nights to ensure customers received the answers they needed.

In addition to providing outstanding customer service, Karen went above and beyond the call of duty by helping in other areas when needed. Karen worked closely with the manager in charge of Child Support and Children�s Services complaints to learn that complaint resolution system and serve as a back-up. When the Call Center lost a manager, Karen helped monitor and manage the Call Center staff in between her daily duties. Karen also volunteered to monitor and train staff working in the waiting rooms to ensure they were treating consumers with respect and providing quality customer service. 

In 2009, more than 2,000 calls a day came into the agency�s main phone line. Many of these calls ended up on Karen�s desk. Karen�s outstanding customer service work led to many complaints being resolved. Karen is an outstanding example of dedication to customer service.

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