DPSS Annual Report 24_25 FLIP v16_compressed

Self-Sufficiency Division

Setting the Standard for Responsive and Compassionate Customer Service

Families who reach out with concerns or questions deserve clear answers and responsive support. Eligibility Supervisor Briyit Carbajal helps make that happen. She leads both the Administrative Res olutions Services Team and Riverside Regional Call Center. The thoughtful way Carbajal approaches her work earned her the Fiscal Year 2024/25 Human Ser vices Portfolio Stellar Customer Service Award. Carbajal guides her staff in responding to inquiries and complaints from advo cate groups, the Board of Supervisors, other divisions and community partners. Her steady, solutions focused mindset

ensures each request receives the at tention and follow through it deserves. That outlook is also evident when vulner able families need help. Carbajal listens with care, works to understand each situation and looks for ways to connect them to additional resources or agen cies. Carbajal’s team mirrors her exam ple, offering knowledge, expertise and responsiveness to resolve customers’ issues with dignity and respect. She continues to strengthen service through empathy, problem solving and proactive engagement, setting a high standard for customer service and community sup port. The RivCoONE Integrated Services De livery project is improving how Riverside County residents access help by coordi nating services more effectively, ensur ing timely referrals and expanding com munity-based support. That progress reflects the leadership and sustained efforts of Eric Ellis and Ana Hernandez, whose work earned them the Fiscal Year 2024/25 Human Services Portfolio Award for Innovation and Collaboration. Deputy Director Ellis and Eligibility Su pervisor Hernandez have advanced RivCoONE’s goals through consistent in novation and hands-on collaboration. As executive sponsor, Ellis has guided key initiatives including the Strengthening Blythe Initiative. The initiative expanded access to vital services in the econom ically challenged city through stronger partnerships, mobile outreach and Rap id Improvement Events. He also led the

Award Winning Leadership Enhances Integrated Services Delivery

rollout of the Whole Person Health Score Survey in DPSS offices, beginning in Bly the and later in Hemet, improving warm handoffs and helping families connect to resources more easily. Hernandez plays a central role in leading the division’s Integrated Service Delivery Model Strategic Plan. Her work has rein forced the Blythe pilot, improved coor dination across teams and supported a more responsive, community centered approach to service delivery. Together, Ellis and Hernandez exemplify innovation, commitment and excellence in public service. Their collaboration is raising the standard for integrated care and ensuring residents receive timely, effective and compassionate support, no matter where they are when they en ter the system.

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Riverside County Department of Public Social Services | Annual Report 2024 - 2025