Organizations or individuals who are eligible to apply and/or are receiving services or resources from OHCS.
Employee or Staff: Any person at OHCS on a paid or volunteer basis.
Section 2. Policy
Employees will communicate with customers in a manner that is respectful, courteous, and professional* at all times. Employees will listen to customers with the goal of understanding their issue or concern and will respond with accurate, complete, and precise information.
In those situations where concerns cannot be resolved to a customer’s satisfaction, employees are expected to continue to provide the highest level of service and maintain a professional* tone. OHCS will continue to improve its customer service based on customer feedback on an annual basis.
The OHCS Customer Service Strategy will be outlined in the Statewide Housing Strategic Plan beginning in the 25-27 biennium.
Section 3. Customer Service Standards
OHCS commits to providing accessibility and equitable service to each of its diverse and valued customers.
OHCS commits to providing timely, transparent, consistent, and accurate information to customers.
OHCS commits to meet its customers where they are in each of our interactions.
OHCS commits to ongoing improvement of its customer service practices.
1)OHCS’ regular office hours are Monday through Friday 8:00 a.m. to 5:00 p.m. except during official holidays or state closures.
2) Communication with the agency can be conducted in the following manners, and communication information will be posted on the OHCS external website in the Contact Us section:
- Central Office – In person by appointment only
- Phone Calls
- Office Mailing address
- Email
3) OHCS’ website is updated, as needed, when changes occur and reviewed on an annual basis for content accuracy.
4) Customer Accessibility is a priority at OHCS, and Agencies shall provide inclusive customer access by complying with:
- The Americans with Disabilities Act (ADA)
- Enterprise Information Services (EIS) E-Government Guidance
- Agency policy and practice on use of language interpretation for individual customer communication, as needed.
- This policy may be updated in accordance with any future language access plans adopted by the agency.
5) Employees will respond according to the Customer Service Procedure.
6) When using Email as the communication method:
- Employees will acknowledge email messages within one business day, which can include automatic email response when the employee is out of the office and for monitored email boxes like Housing Info.
- Employees will update their out of office email message whenever they will be out of the office, unless the absence is unforeseen, as in the case of illness, following any provided agency email guidelines
- Employees will provide an expected reply date for received communication on all out of office email greetings.
7) When using Phone Calls as the communication method:
- Employees will acknowledge voicemail messages within one business day, whenever possible. The acknowledgment can be in the form of a return phone call, email, or in-person (when in office, community, Capitol) as appropriate. When the acknowledgment happens in-person, a follow-up email to the customer will be sent.
- Employees will leave their name, agency name, and telephone number when leaving a voicemail message.
- Employees will update their out of office voicemail message whenever they will be out of the office for an extended period of time (one or more days), unless the absence is unforeseen, as in the case of illness, following any provided agency voicemail guidelines.
8) Customer Service is measured and tracked at a minimum of every two years through identified Key Performance Measures (KPMs) in surveys maintained by the OHCS Research Team. These KPMs are evaluated for the overall agency and each specific division.
* Professional workplace communication is the clear, respectful, and effective exchange of information among colleagues, leaders, and customers in a work environment. It fosters collaboration, reduces misunderstandings, and ensures productivity.
- Clarity and Conciseness – Messages should be direct and free of unnecessary complexity
- Respect and Professionalism – Tone and language should be courteous, even in difficult interactions
- Active Listening – Fully engaging in conversations by listening intently and responding thoughtfully
- Adaptability – Communicating appropriately in different contexts, in reports, emails, meetings, or casual conversations.
Questions about this policy and general inquiries about OHCS can be directed to the HCS_Housing.Info@hcs.oregon.gov.
Additional information about OHCS – including contact information, mailing address(es), operating hours, and services – can be found on its website at https://www.oregon.gov/ohcs or by calling its customer hotline at (800) 453-5511.