DPSS Publicly Accessible “What Is?” Videos Simplify Understanding and Accessing Vital Benefits and Services
DPSS offers a range of informational videos to assist customers. (Courtesy photo)
The Los Angeles County Department of Public Social Services (DPSS) has employed a series of accessible “What Is?” informational videos designed to provide customers with an overview of programs and services in a more user-friendly way.
Serving over 3.5 million L.A. County residents, DPSS is the nation’s largest public social service agency and recognized as a leader in integrating technology into its customer service delivery. The videos are part of a continued effort by the department to embrace technology to better serve the public.
Introduced prior to the impact of the COVID-19 pandemic on the local economy, the What is? videos proved useful in helping thousands of new customers who turned to DPSS seeking public assistance for the first time. Featured prominently on the DPSS website and YouTube channel, the videos help inform new and existing customers identify the specific services that they need to apply for.
The videos include Closed Captions and translated in 10 languages, with audio-visual descriptions in English. They also comply with Americans with Disability Act regulations and meet international Web Content Accessibility Guidelines standards for web accessibility.
DPSS intake staff report the benefits of customers already having a general understanding of programs, which helps minimize the time spent on processing applications. This allows staff to be more productive and efficient in the processing of new applications for benefits.