St Louis City Family Support Division — Local services in St. Louis

If I was to base my rating on my last visit alone it would most certainly be a 4 or 5 star. But due to the amount of times I’ve had the worst experiences at this location over the previous 10 years. I’m limiting it to just 3 stars.

Both the time invested and the interactions with workers is 180 degree difference than anything I’ve ever experienced here. First thing I noticed was that they have removed the security check point & metal detectors at the entrance. Moving the security guards back to the first desk you encounter. The second thing was just how much faster things moved. My last visit was on a Wednesday around noon and in less than 15 minutes total I was able to complete a change of mailing address, & request a new card be mailed out. And last I have to mention just how drastic a difference in the employees attitudes there was. The woman who helped me was cheerful / friendly, polite and respectful

I do hope they keep up with the changes I saw during this most recent visit. As such a vast improvement in quality of service is quite an accomplishment.

**Want to update with a lower rating as while my last visit all the interactions where much faster, & the vibe was super polite & helpful the is still a lot of room to grow in terms of the actual results. They missed the apartment number in my address update which I’m certain I mentioned multiple times as it’s the same issue that prevented me from receiving my replacement card on previous attempt. With a 7-10 business day waiting period for card to show it’s now been close to a month I’ve gone without my emergency food stamps.

Can’t believe they are not able to print these cards in house. As the technology is not...

For the past year, my family has been attempting to straighten out a blunder on your part that has caused no end of grief. To this hour it trill is not resolved, my wife and two children have been removed from coverage because you claim you. Ever received proof of income despite our sending proof four times. You admitted you received the information but did not scan it in, so WE had to bring in more copies. Instead of mailing it in a second time, we brought it in a SECOND time and handed it to a person pleading with him to enter it immediately so we wouldn't go through the cycle again. He told us we had to put the papers in the drop box...which resulted in someone entering our information in double so my family was removed yet again because we made too much (but not actually). Asking for a supervisor results in us being told we would get a call back...we haven't. There is no end to it. We have never failed, not one time to provide the information requested promptly, but we are told every single time the information is list in the system, entered incorrectly in the system, eaten by the system, or something. I'm the meantime my children suffer because their insurance coverage is on and off, despite our paying o e and sometimes two premiums, despite ME being covered when I didn't even apply for it, but they did! There is no person who can help that will help. It is terrible... and no one cares. The ones who are able to fix it are high enough were the cries of the people...

This is seriously the most useless organization I have ever dealt with. The fact that you have to wait 3+ hours to even talk to anyone about the status of insurance is absolutely ridiculous. When you do finally get through to someone they don't help you, they can't help you, they transferred you or they have severe attitudes. They can't even help unlock your account to see the status. The website doesn't work well (they say it's because they are doing updates) they dnt answer because they say they are short staffed. I work a full time job. I literally have to request off hours just to be able to get a hold of someone. They dnt mail the info out. You can upload everything they need, do everything they need of you step by step yet they still can't get back to you. All I request was secondary insurance through the state because I do qualify and Im pregnant. Why not have the state help when primary insurance doesn't cover much. I am now 7 months pregnant and still haven't been accepted. A simple yes or no would suffice. Dear God get it together dss. If y'all are that short staffed THEN HIRE MORE PEOPLE and drop your attitudes, make the hiring process easier. Idk but answer the phone, have it fix the accounts problems, and accept or deny the application (let people know the status) instead of wasting people's time. I have called 4+ times and been on hold for more than 10 hours total. You can start calling at 655 AM and still hold 3 hours....