Long Wait Times for Spanish Speakers at Florida DCF Call Center

Long Wait Times for Spanish Speakers at Florida DCF Call Center

Spanish speakers face an average wait time of 54 minutes at the Florida DCF call center, compared to 13 minutes for English speakers.

Spanish speakers face an average wait time of 54 minutes at the Florida DCF call center, compared to 13 minutes for English speakers.

Wait times for Spanish speakers have decreased from 120 minutes in 2023 to 56 minutes, but still remain a significant challenge.

Wait times for Spanish speakers have decreased from 120 minutes in 2023 to 56 minutes, but still remain a significant challenge.

45% of calls made to the Spanish line were disconnected before reaching a live agent, while 5% of English calls were disconnected.

45% of calls made to the Spanish line were disconnected before reaching a live agent, while 5% of English calls were disconnected.

The DCF's $12 million investment in improving the call center last year showed promise for English speakers, but more work is needed for Spanish speakers.

The DCF's $12 million investment in improving the call center last year showed promise for English speakers, but more work is needed for Spanish speakers.

Jared Nordlund, UnidosUS' Florida director, has called for the DCF to hire more bilingual call center agents to improve wait times for Spanish speakers.

Jared Nordlund, UnidosUS' Florida director, has called for the DCF to hire more bilingual call center agents to improve wait times for Spanish speakers.

The 54% of calls from Spanish speakers blocked by the department without being answered by a live agent highlights inefficiencies within the call center.

The 54% of calls from Spanish speakers blocked by the department without being answered by a live agent highlights inefficiencies within the call center.

UnidosUS is monitoring the call center's efficacy and has made improvements since the summer of 2023.

UnidosUS is monitoring the call center's efficacy and has made improvements since the summer of 2023.

Despite the improvements, the DCF still needs to address the issue of long wait times for Spanish speakers.

Despite the improvements, the DCF still needs to address the issue of long wait times for Spanish speakers.

The DCF's call center is responsible for handling inquiries about government cash and food assistance programs and Medicaid.

The DCF's call center is responsible for handling inquiries about government cash and food assistance programs and Medicaid.

The issue of long wait times for Spanish speakers at the DCF call center is a concern for the Hispanic community and UnidosUS is advocating for change.

The issue of long wait times for Spanish speakers at the DCF call center is a concern for the Hispanic community and UnidosUS is advocating for change.