The role of Accountability and Customer Services (ACS) is to ensure that the Department of Health and Human Services achieves the best possible results for county residents and delivers high quality, accessible, customer-friendly services. ACS is proud of its role in helping the Department advance its goal: To improve the daily lives of our residents by working to create a safe, healthy and self-sufficient community. 

We focus on the following areas:  Measuring Program Outcomes, Community Review Panels, Embracing the Americans with Disabilities Act,  Communications, Community Outreach,  Volunteer Opportunities, and Other Ways the Community Can Help. Contact persons for these areas are provided in the descriptions below.

Measuring Outcomes:  Getting Better Results

Accountability and Customer Services works with all areas of the Department of Health and Human Services to find out whether - and how well - DHHS programs are helping improve the daily lives of individuals we serve in our community. 

It's important to have good data about the well-being of Montgomery County residents so we can measure whether programs and services we offer work for those they were designed to help, as well as to anticipate what services may be needed in the future.

We are also working with other organizations to develop consistent measures and other ways to increase results-based accountability in health and human services programs.   

Community Review Panels

One innovative initiative in the effort to get better results involves our community review panels. ACS coordinates this effort, in which well-respected community members meet with DHHS staff to take a look at department programs and help make sure residents are being provided with services that meet their needs. The panels focus on three important areas: achieving results, providing excellent customer service and assessing what needs to be in place to make it all work. Click here for more information about our efforts involving community review panels. If you have a specific question, contact Abigail Hoffman at abigailhoffman@montgomerycountymd.gov

Americans with Disabilities Act:  Breaking Down Barriers

ACS plays a critical role in County efforts to embrace the Americans with Disabilities Act and build on the County's successes in removing barriers for people with disabilities. For example, we provide consultation to all branches of the County government on how they can best comply with the ADA. We offer County employees specific ADA-related training (TTY training, for instance) as well.

         .                                                                           Montgomery County Executive Douglas M. Duncan

In addition, ACS mediates ADA-related complaints, and reviews how well internal programs comply with this landmark law. We're also working closely with Aging and Disability Services, which recently developed a Disability Friendly Business Survey (Link connects you to eMontgomery's eGov Services. Select Disability Access.) that helps restaurants and other private businesses determine how accessible they are for people with disabilities.   

Contact Nancy Greene, ADA Compliance Officer, at nancygreene@montgomerycountymd.gov for more information.

Communications:  Getting the Word Out

Accountability and Customer Services publishes reports that provide a wealth of details about what kind of results DHHS programs are producing. We also respond to community requests for data, and launch public education campaigns and other cooperative efforts between the department and the community.

ACS is involved in a number of community outreach efforts throughout the calendar year. By participating in community fairs, for example, we have an ongoing opportunity to improve lives by providing the public with information about DHHS programs and services. ACS's role includes making certain that each event offers the right kinds of information and qualified staff to answer questions. 

Volunteer Opportunities                                             

DHHS welcomes volunteer support! DHHS staff who have volunteer opportunities register their needs with the Montgomery County Volunteer and Community Service Center. The Volunteer Center then refers appropriate volunteers for possible assignments. The department assigns volunteers based on their previous experience and professional knowledge. Retired professionals are encouraged to contribute. Volunteers must complete registration forms and any required clearances.

Students who come for internships must also be registered as volunteers. Contact Suzy Houston at suzyhouston@montgomerycountymd.gov for more information about volunteer opportunities.

Other Ways the Community Can Help

Volunteer Services accepts contributions to help department customers obtain items for which no budget exists. (These contributions are tax deductible.) We have a number of valued partners that help us meet these ongoing needs, including Christ Church Parish in Kensington, Leisure World Interfaith Knitting Circle, National Council of Negro Women Inc.'s Potomac Valley Section, The People's Community Baptist Church's Generation One, Chevy Chase Presbyterian Church, Computer Packages Inc, Rockville Dandylions, Sandy Cove Camp, Mar-Lu-Ridge Camp, the Federation of Republican Women and Montgomery County's Recreation Department. 

  PHONE: 240-777-1098 (Voice); 240-777-1398 (TTY); 240-777-3099 (FAX)

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