Success Stories

California Food Bank

State and Federal Government Agencies Partner with Angel.com to Assist Low-income Californians

On March 1, 2006, the California Association of Food Banks (CAFB), in conjunction with the California Department of Social Services (CDSS), the California Nutrition Network for Healthy, Active Families and the United States Department of Agriculture (USDA), launched the Food Stamp Information Line. This pilot program uses Angel.com’s Virtual Call Center to provide program information and other assistance to low-income residents in California’s three largest media markets.

The versatility and simplicity of the Angel.com Virtual Call Center allows the CDSS to provide an array of services; including automated information, one-on-one prescreening, direction to the appropriate live operators, and an assistance locator that provides information and referrals based on location. “Angel.com offers a unique service, which allows us to host a virtual call center that redirects calls to anywhere across the state,” said Jessica Bartholomew, Statewide Program Manager for the California Association of Food Banks, “We weren't using any other method before, it was too cost prohibitive. If we wouldn't have stumbled into Angel.com, we would not have a statewide hotline helping low-income families get the food assistance they need.”

A USDA-sponsored bilingual radio advertising campaign in San Diego, the Bay Area and the Central Coasts prompts eligible Californians to call the toll-free 1-877-847-FOOD. After selecting their language preference, callers are offered the choice of receiving the assistance information through an automated system or whether they would like to speak to a representative. Both the automated and the live service include information about rules for immigrants, income guidelines and resource limits. If food stamp application information is requested, callers receive a varying level of assistance depending on where they live.

In non-pilot counties, callers can also receive information about where to apply for food stamps in their county or zip code, but they are only able to leave messages, report problems and request referrals. In the future, these agencies hope to expand the reach of the Food Stamp Program throughout the state and utilize the Angel.com Virtual Call Center in other state-based governmentprograms. “We are currently seeking sponsors for a statewide phone line that gives zip-code relevant information about free summer lunch programs for low-income children using this virtual call center technology,” added Bartholomew.