DCA’s Consumer Information Center includes both the Correspondence Unit and the Call Center.
Letters, emails, faxes—no matter how the written message comes in, DCA’s Consumer Information Center (CIC) Correspondence Unit (CU) is ready to respond.
While DCA’s CIC Call Center handles all phone inquiries, CU receives, processes, and answers written correspondence from DCA licensees and applicants, inquiries referred to the unit by various DCA offices and entities, and questions sent to DCA straight from California consumers. CU also frequently receives correspondence that doesn’t fall under DCA’s jurisdiction; nevertheless, the unit researches and provides referral information to assist consumers with their issues or complaints, no matter what they may be.
The unit is relatively small, but they treat every inquiry as a big deal.
“Everyone in our unit has one goal: to assist the consumers of California to the best of our abilities,” said Correspondence Unit manager Samantha Calma.
Calma notes all staff are trained to respond to the unit’s wide variety of written inquiries. Correspondence is triaged by the CU office technician, who assigns inquiries to other team members for responses. If a staff member is unsure of the appropriate response, other members of the team are always there to assist and support each other. The unit also uses translation services to understand messages received in languages other than English, and then provides responses.
Working together, the CU team helps thousands of individuals each year get the answers they need to be informed consumers and licensed professionals.
“We are giving consumers of California a voice,” said Calma, who worked in the CIC Call Center as well as DCA’s Board of Vocational Nursing and Psychiatric Technicians before serving as CU manager. “I especially feel satisfied when we’re able to assist with getting a consumer licensed with DCA so they can start their careers, support their families, and give back to California.”
To reach DCA’s Correspondence Unit, email dca@dca.ca.gov or write to:
Department of Consumer Affairs
Consumer Information Center
1625 North Market Blvd., Suite N-112
Sacramento, CA 95834
Consumers may also call the CIC Call Center toll-free at (800) 952-5210 or visit www.dca.ca.gov.
