This performance measure is important because answering calls quickly leads to better customer service. 

Maximus must maintain an answer speed of twenty-five seconds for 75% of all incoming calls. DVHA has continued to take a two-fold approach to addressing answer speeds with the intent of limiting the impact on Vermonters.  First, by allocating state staff to assist with phone calls if necessary and second, by pushing Maximus to increase and maintain staffing levels, whether it be in their Vermont call center or with a satellite support center. HAEEU leadership checks in with Maximus weekly to track staffing levels and any upcoming changes or concerns. 

The current trendline shows that beginning in June of 2023, call response time dropped significantly. The factors that were in play of this measure not meeting the goal are the following:  inadequate staffing due to new hire training, vacations, increased phone duration time, and the start of the Unwind. Recruiting and retention issues remained as a negative impact through the Open Enrollment months with relief starting to show in February 2024. 

Narrative last updated:  04/29/24

• Maximus