Hold times at Missouri’s Department of Social Services call centers are on the decline. This change follows the federal government sending a letter to all states, including Missouri, with the feds paying attention to Missouri’s call waiting times. Missouri fields roughly 30-thousand calls per week about things like food stamps, temporary assistance, and Medicaid healthcare renewals. Family Support Division Director Kim Evans says waiting times previously averaged about 46 minutes, but they have dropped to about 16 minutes.
Evans says call centers often experience increased calls are often over lunch and from 4-6 p.m.