Silver Spring Center, Montgomery County Department of Health and Human Services - Silver Spring, Maryland

FirstLady M.

Review of DHHS Office Visit – February 20, 2025

On Thursday, February 20, 2025, I visited the DHHS office seeking assistance. After signing in and waiting for my number to be called, I proceeded to approach the window when my name was announced. However, there were no lights indicating the window I was meant to approach, which led to confusion. Despite hearing a man's voice call my name, I found that another person was already being assisted at the window. Out of curiosity, I politely asked the staff member if my name had indeed been called, and he confirmed that it had. He explained that the person he had previously helped had returned to the window, and instructed me to wait for the next available moment.

In my opinion, this situation could have been avoided with a more structured process. When a customer’s name is called, they should be the next to be assisted, with no exceptions. If someone has already been called, others should wait their turn until the current customer is fully assisted. Additionally, having clear signage or a system to direct customers to the correct window could eliminate confusion and improve the overall experience.

During this visit, I also interacted with Ms. Shannon Lloyd, a staff member who has been with the DHHS office for over 10 years. Unfortunately, her behavior was shockingly unprofessional. She accused me of being on my phone when I was called, which was completely false. Then, in a tone that could only be described as dismissive, she told me there were other people waiting for her assistance and that she wouldn’t be helping anyone. To top it off, she remarked, "It’s 2025, have a little grace," as if my request for assistance was out of line. Frankly, if Ms. Lloyd cannot grasp the basics of customer service and professionalism after 10 years on the job, perhaps it’s time for her to reconsider her career. A role that doesn’t require basic respect and courtesy for others might be more suited to her talents.

To improve service, I suggest that all staff undergo additional training on maintaining professionalism and handling customer interactions with respect, even during busy periods. While it is understandable that the workplace can become hectic, it is crucial that employees maintain their composure and professionalism at all times. Clear processes and better communication can significantly enhance the customer experience and ensure smoother operations.

Resolution:

To better serve customers and create a more structured environment, I recommend the implementation of the following guidelines:

Clear Signage and Kiosk Instructions: Post signs around the office space indicating the process for signing in, waiting for your name to be called, and approaching the correct window.

Customer Flow Guidelines:

Sign in at the kiosk and wait for your name to be called before approaching the window.
Once your name is called, you will be assisted promptly. Please listen carefully to avoid missing your place in line.
If you miss your place in line after your name has been called, you will need to wait until the current customer has been fully assisted before you can approach the window.
Suppose you have already been helped and need to approach the window again. In that case, you must wait until the current customer at the window (or the customer whose name has been called and is approaching the window) has been assisted before returning to ask questions, submit paperwork, or finish your interaction.
These changes would help streamline the process and reduce confusion, improving the overall customer experience. Additionally, staff members should receive ongoing training to ensure that professionalism and courtesy are consistently upheld, no matter how busy the office may become.

We appreciate your efforts to improve and look forward to a smoother, more efficient experience in the future.

Thank you for your attention to this matter.

abel B.

I would give 0 stars if I could, this is the worse place to get public assistance. I went there in December 2nd to ask questions about my food supplement program (snap), was told by a Spanish speaking female ( older women) on window number 2 that someone would contact me and gave me a case #, waited and waited no one called. Went in today 2/14/2025 12 noon and was told by the same female that paper work was sent to me 2 times and case was closed. As far I can remember I was never told paper work was going to be sent, they don’t care about anyone no matter the situation we are going through. They feel like they have the authority to do whatever they want and respond like people asking for assistance are less than they are. Well karma is real. Why doesn’t any listen to all this google reviews. Someone should do something. Why doesn’t their upper superiors solve this issue. Hope the government gets to read this review.

Sammy S.

EFREM ABADI is disgusting rude has terrible customer service skills. He also hung up the phone on me didn’t want to help me with my application. If you look at all the reviews that people have put at this location they are 100% correct go to this location if you either want to cry or pull out your hair, they will not help you with nothing. He’s very racist towards Hispanic people if you were a person with color or a minority do not come to this location. He lacks sympathy. Whoever gave this man this job position needs to be terminated as well. He talks over people he has no respect. I hope someone reads this review and takes charge and remove him from this location. I hope you also reads this with you and thinks about the consequences and how to not talk to people. Thanks for nothing EFRAN ABADI !!!
You are a terrible person. How do you sleep at night knowing that you treat clients terrible
Shame on you! God doesn’t like ugly

Kiara

The supervisor for this Silver Spring location Ms.Meza is rude!!! She needs to be fired immediately, y’all need to find someone who actually cares about providing services . She barley speaks English and can’t comprehend. Then the front desk black women have a nonchalant GHETTO attitude with poor body language and facial expressions .Do better hire better people that actually want to work.

Shoshana G.

Shame on this location for not have a proper number to directly contact them. The number that is listed on google is not in order.

I am seeing that I am not the only one facing problems with the new redetermination policy. Comes as a HUGE surprise after Wes Moore just released the new Maryland budget that is suppose to putting money into the Maryland trust for these type of services not kicking people off of them.

Yes, I called them to make sure they had my new number, yes I sent them a change of information form. I called Monday the person I spoke to said they did not change my phone number. Friday I received a notice of cancelation. Guess I will just live off expired groceries at food pantries? I do not have access to myMDthink account and I told the same women who originally said she changed my phone number. She said it was an IT issue even though she "changed my email address as well."

What is it about public services workers not wanting to do minuscule amount labor their jobs require to make sure people get their basic needs met?

Additionally, an AFAB person does not need to have children in order to receive this services. The Democratic Party policy of these services are only meant to help low-income families continues the stigma that unless you give birth to another human being you are not worthy of sovereignty?

Zoe H.

Number posted on the website is incorrect. The MDthink portal does not work properly. Need to update information for website and fix the portal.When people submit documents case workers are saying they have not received them. unprofessional look for the staff and inconvenient for customers.

Lynette

One particular city in Montgomery county has direct cash assistance for its residents, not sure why Silver spring does not do the same. It would be greatly appreciated.

Superman

I went today to get help with my rent and I have a yellow paper took day off from work to get assistance this woman having to be Spanish was rude claim she call me I’m pretty sure I didn’t hear my name or see my name be ready to assist until I get text that they are ready for me but anyway I show them my court papers I ask them I had help before but I’m still struggling she ask me a personal question that I don’t think it relevant to ask all she have to said that we only help you once not twice I told her fine give me my paperwork back thank for no help with your bad attitude