Customer Service Information

Our Mission
Provide individuals with disabilities or other challenges the opportunity to live and enjoy a productive, independent and fulfilling life.

Philosophy
Allied Community Resources operates as a customer-oriented service business. All stakeholders are customers and are treated as such whether they are the participant, family, referrer or provider. Allied's procedures and policies are based on our philosophy of independence and self-direction as well as cultural sensitivity for the diverse individuals we serve. Our company culture strongly emphasizes continuous and office-wide customer service.

Multi level Service
To implement our philosophy, we use a multi level customer service approach. The Customer Service department is the first point of contact for callers. They can assist with most routine questions regarding company and program information, unemployment compensation, requests for employment records and many other topics. If a question is particularly complex or specific, the Customer Service staff will transfer calls to the departmental staff that can best assist or provide the needed information. Department Supervisors or Managers are available as a third level of assistance if needed.

Availability/Accessibility
Our office is staffed to receive telephone and TTY calls from 8:00 AM to 5:00 PM Eastern Standard Time (7:00 AM to 4:00 PM CST) Monday through Friday, except for federal holidays.  Multi lingual staff are available to assist callers during normal working hours.   Allied’s customer service goal is to establish personal contact with our callers during business hours. Should the need arise that a call has to go to voicemail Allied will make every attempt to respond to all messages within one business day. A vast array of options such as voicemail, toll free telephone and fax numbers, secure email and seven fax lines are available 24 hours, seven days per week, for your convenience.

Quality
Allied Community Resources monitors customer service quality through regularly distributed and analyzed satisfaction surveys, internal evaluations and random quality assurance audits. Quality of service is reinforced through ongoing staff training.  Any service issue is addressed in a timely fashion.

Privacy Practices
A very important and required part of the overall customer service we provide is maintaining the privacy of information we are entrusted with.  Allied has strict protocols for the physical security of information, electronic storage and transmission of information and verbal transmission of information which comply with all Federal, State and program requirements such as HIPAA.