We commit to a positive approach to provide our customers with a positive experience. We'll regularly highlight some of those positive experiences here.
Our positive approach is driven by serving with HEART. Learn more on the Customer Service website.
From David Alberto Diaz Fuentes, regarding Hilda Lopez, a medical records technician:
"The service given to us was excellent and very personal. She was very explicit and adamant in helping us find a solution to our dilemma. Thank you, very much."
Gina Barela - (HHSA North Inland Family Resource Center) was cited for her excellent customer service.
“Gina was one of and has been the nicest front desk clerk Escondido has. She didn’t treat me like she was better than me; she treated me like a person and not a number. She was very intuitive to all my needs and concerns.”
Judith Ramirez (HHSA North Inland Family Resource Center) was praised by a client for her compassionate treatment of a client.
"Today was definitely the best experience I have ever had at the welfare office. Mrs. Ramirez (the worker assigned to my case) was genuinely compassionate & understanding, making me feel great about my unbearable situation and she went above and beyond the necessary required job description of an eligibility worker. She was Human!"
Marlo Garrison, Bill Smoot, Angel Bunyi, Derek Meekma, Susan Marquez and Ronald Kratochvil, Child Suppport all received great comments from parents.
The Child Support Officers were commended for things like "being clear, consise and consistent," and "being very, very, very helpful and courteous." Others singled them out for "making things easy to understand" and "showing true care, concern and compassion to take care of problems."
Paloma Montemayor (Housing and Community Development) received praise from a subsidized housing resident:
"I have been very fortunate to have had Section 8 housing for many years. It has enabled me to live independently in a nice and safe environment. I would like to thank you for always being so helpful and nice to my sister, who helps me, and myself. You have always treated us with kindness and respect. Whenever I had a concern, you were very patient and communicated an answer to us in a timely manner. We appreciate the care and service you have given us through the years.”
Erica Guzman (HHSA North Inland Family Resource Center) was recognized by a client for excellent customer service.
“It was comforting to work with Erica today! She made a somewhat uncomfortable situation seem almost pleasurable. She listens actively and is very thorough. It’s been awhile since I have witnessed true Quality Care when it comes to service. Erica is an incredible asset for our community. She is genuine and passionate. Thank you Erica!”
Martha Lopez (HHSA North Inland Family Resource Center) received praise from a client for her excellent customer service.
“I would like to comment on the help and service provided from Ms. Lopez today. Ms. Lopez was very attentive, helpful with any questions I had, she was very thoughtful, and had a lot of information. Thank you.”
Dionne Puckett and Janine Allvord, HHSA Child Welfare Services social workers, were praised by a Superior Court judge for their effort in trying to reunify a family and their great skills in writing the reports that are used by judges.
“I’m writing because these files reflected outstanding, thorough, insightful, and determined work by the two workers involved, Ms. Dionne Puckett and Ms. Janine Allvord. The reports represented a highly detailed, crystal clear, and compelling narrative documenting the enormous effort that these two Social Workers expended to help this young family reunify--- unfortunately, as in many cases, to no avail.
In any event I commend both workers for an outstanding job and thank you for sending such accomplished professionals to my courtroom. I look forward with great anticipation to seeing them again.”
Deputy Probation Officer Craig Underdown (Work Projects) “is an individual to be patted on the back for his dedication to his job.”
“I don’t often write letters like this but I would be remiss if I did not. You have a ‘keeper’ in Officer Underdown and I just wanted the higher ups in the department to hear me and know what a credit he is to the San Diego County Probation Department.
My situation arose from a DUI which required me to do three days of community work. Officer Underdown was a total gentleman to me and all others in the crew from the moment I met him. He gave all of us the ground rules of what was expected and by his demeanor, he immediately gained the respect of each member in his crew.
I personally saw Officer Underdown chopping weeds and picking up trash which he did not have to do, especially in the blazing hot sun last weekend. This did, however, send the message to all that a good job was expected which is also precisely what occurred.
Bravo, Officer Underdown – my best to you and your family and in your career. You are a true gentleman.”
Rosalinda Nalos (Housing and Community Development) “is a living ambassador for the Housing Authority.”
“I have a traumatic brain injury and I’ve been very ill and unable to collect and compile information to be recertified for my Section 8 rental assistance. Ms. Nalos helped me with everything; she is head and shoulders and beyond. Sorting and explaining everything that I needed to know, she was so kind to me and calmed me when I was so upset. She helped me to get all of my documents in order.
“I wasn’t able to get help anywhere and Ms. Nalos told me “It’s okay Ms. R., I will help you. Calm down, it will be okay.” Her kind voice and her labor helping me, she’s just awesome. I am so grateful.”
Ana Diaz-Pina (Probation) helped a probationer get his life back on track.
"I was previously under the care of a different County's Probation Department, and was having a bit of a difficult time. When I moved to San Diego under the probation custody of Deputy Diaz-Pina, I immediately felt and saw the difference. In the past year I have turned my life around, stabilized myself in a home and job, and re-established a great relationship with my family and children, which I was previously unable to do. The discipline emphasized in this Probation program really helped keep me on track alongside of the weekly check-ins. Diaz-Pina demonstrated something I had never seen before while being under probation, which was a genuine concern and care. She kept me motivated to do well and improve my situation, which made it easier for me to complete to programs that were required. I feel that the staff is genuinely there to assist feel that the programs we are placed in really do help rehabilitate and make us grow as people. I can’t thank you all enough for the extraordinary work, dedication, and care that is given to all those on probation. Thank you for helping me get my life back on track."
Alexis Villanueva and Melinda Eichenberg (HHSA Child Welfare Services) were thanked by a mother for making her feel non-threatened in dealing with Child Protective Services.
"I had never had an experience with CPS before, but had heard horror stories. Both my husband and I felt that Melinda and Alexis were honest with us, unbiased and set clear expectations. They both explained things in a way that was easy to understand and made our young son feel comfortable when they interviewed him. It was not a good experience to go through obviously, but they made it as comfortable as they could and I appreciated the way my family was treated."
Mike Nguyen (Housing & Community Development) “has gone that extra mile for me when I really needed help.”
“I’m so lucky to have Mike as my Housing Specialist. Before I became disabled I was a successful businessman. Mike helped me when I was overwhelmed from my bi-polar condition. The little things he does really mean a lot for all of the recipients of your program. Mike is determined to always do his best and I mean this sincerely. I respectfully request that you put a ‘Gold Star’ in Mr. Nguyen’s personnel file along with a pat on the back for a job well done.”
Amy Applebaum (HHSA Public Health Services) was thanked by a client in the HIV substance abuse program.
"Amy is always humorous and willing to find solutions for those in our group. She is pulled in many (directions), listens very well and always gives constructive advice and sincere warnings. What I really like above everything is that she does her work like it's a joy and not work. She has really helped me throughout these months going out of her way and I am thankful. She is a saint."
Officer Curtis Butts was thanked for “making the work project experience much better than anyone could have expected.”
“Thank you so much for your kindness during my 40 hours of service in the work program. I learned my lesson and wanted to take the time to thank you for what you did each and every day at the crack of dawn. I got my full license back today and couldn’t be more pleased!”
Officer Tim Ivers “went above and beyond.”
“Tim and a crew of twelve people were clearing weeds along San Dieguito Park, an unfenced park along a busy street. My two small dogs got out of my yard and went down to the park where Tim and his crew were working. It would have been very difficult to find them in the brush but Tim caught both dogs and brought them to safety. He used his cell phone and called the number on their tags. I really appreciate what he did for me today.”
Christopher Lampert (Child Support Services) received a thank you card:
“Words will not express completely, the most sincere thanks possible, for what you’ve done for me. I find it nothing short of imperative to send you a heartfelt, thank you!! Forever grateful!”
Lammone Khamsombat (Child Support Services) received a voicemail from a non-custodial parent:
"I was just calling to thank you for your assistance that you gave me in the past. You were always very professional and a great help. Again thank you very much and I hope you have a great day.”
Julie Backholm (Child Support Services) was thanked by a client for her perseverance and dedication.
"I am very impressed with her dedication to resolving my issues and her perseverance as this case has dragged on for a year now. Julie has been a great resource to me in answering my questions, and providing me with updates and forms to compile for the numerous hearings. I can't say "Thank You" enough to her for her patience and for her determination over the course of this case in fighting for the benefit of my child."
Mike Nguyen and Elisa D’Leal (Housing and Community Development) “are a pleasure to work with.”
“I have been working with Mike Nguyen to process housing requests for the apartments that I administer. I am new to the position of Assistant Manager with no prior experience processing housing assistance payments. Mr. Nguyen has shown patience and understanding during this transition time. He goes out of his way to answer any questions, assists in meeting deadlines and advises me on the general guidelines needed to comply with housing.
I would also like to thank Elisa D’Leal from the Inspection Unit. She responds quickly to assist in meeting deadlines as well. Such dedication from your employees has alleviated payment delays which would be detrimental to our accounting. I look forward to working with them in the future to enhance the lives of our residents.”
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