Fairfax County: Department of Family Services (DFS) — Local services in Fairfax

I received a letter asking me to complete a survey, but it said closed to responses. It seems the agency isn’t genuinely collecting feedback for quality assurance. A survey should be sent after every call, especially given the ongoing communication issues. These problems could be easily addressed if proper protocols were in place to ensure consistent service and accountability.

Since this is a government agency - professionalism and proper office conduct should be expected. While there are some very good employees, others behave in ways that should disqualify them from county employment—yet there appears to be no accountability. Some staff cannot speak English clearly, fail to follow up, or are unable to explain next steps or understand requests, which results in missed deadlines. This behavior appears to be tolerated—or even protected—which wastes taxpayer dollars, as residents are forced to repeatedly call back and endure the same unproductive and often demeaning experiences.

While it’s understandable that caseloads may be heavy, it is not productive and then blame the resident for missing a deadline. This creates a cycle of unnecessary gaslighting and makes for a frustrating,...

I've been waiting for a call back from this office for over 2 weeks now so I finally decided to call back myself. I spoke to who I believe is the same person I spoke to 2 weeks ago (if I am not mistaken her name is Mary). I proceed to explain my reason for calling and she then tells me that her computer is not working and it is "shutting down and restarting for some reason." This was the same thing she told me 2 weeks ago so at this point it seems like an excuse to get people off the line. She kept saying "I don't know" over an over again and finally said she would need to give me a call back. I told her that was OK. I was expecting her to ask for my phone number but instead she blurted out the office number quickly and hung up on me before I could get another word out.

I understand there's a lot going on right now and people are stressed, but that's still no reason to not do your job efficiently. I highly doubt people are calling DFS for fun. They obviously need assistance with something and are relying on the DFS...

I give it a star in terms of customer service. Because of the bad experience I had with one of the workers on the pharmacy service lines to be more specific in the C11 and C10 line where a certain Ana worked, who was very rude to me verbally when she asked her for the second time about the location of a medicine, SHE CLARIFIED the medicine was for my mother who was very sick, and when asking her for the second time with a friendly character she replied in a very rude way and I think they do not have a type of adequate work experience for that type of work and much less for a Customer service, I was very offended by the tone I use and the words I say that were very rude, I just hope Walmart takes action on the matter about its workers and its...