Jefferson County Human Services - Golden, Colorado

Laura S.

My previous review from 5 years ago had two stars. I believe service quality took a nosedive during the Covid pandemic and is now recovering in some ways. Wait times and disinformation were such a hurdle. I really think it's a system-wide issue and not a personal issue. This is why I want to update my review

Updated review:
I rarely have to come to the office anymore for help. I try to do things online as much as possible. During busy times, the reception area is an iron gate and they don't want you to meet with any benefits coordinators. I thought it was better for continuity to just try to do everything online as sometimes paperwork would get misplaced. This time, for some reason, the PEAK website malfunctioned and it did not accept my renewal. I had to go into the office three separate times to resolve the issue.

Finally I had Billy help me with my problem. Even though it was time for her to leave for the day, she stayed and contacted her supervisor Leona for resolution. She was able to fix my issue.

I had a lot of anxiety looming because an important benefit was canceled. My monthly medication (nearly 10K ) I would not be able to receive anymore. I don't think she even knows what a relief I have right now. Thanks again, ladies, for all of your help!

Louise F.

I feel this is standard with human services unfortunately but be aware there are some mean people on the technical support line. I just had someone hang up on me after being rude. I understand if you’re having a stressful day but there’s no reason to project that onto someone else that is genuinely confused and needs help because the site is down. Do better please for your community.

Terrell T.

Tiffany was an excellent person to get a call from. Not only was she personable but she drop information on what I needed. Her phonecall matter was superb.

Lee S.

Donna was a pleasure to work with over the phone. She was helpful. There might be higher ratings if more people like Donna were working there. But alas, they can't all be like Donna.

Katie P.

The customer service is terrible at this office for several reasons. Additionally it is very dirty. When you go up to the desk with the partition glass to the ladies sitting behind them, the glass is so disgusting you can see the spit on them from previous customers. You would think that they would at least wipe them down every few hours or so to avoid several illnesses spreading to them as well as customers. They say they are so behind on cases, however I saw several of them sitting around on their phones at their desks doing nothing. The inefficiency at this office is astounding. When you arrive, there is a kiosk that you have to “Check - in” at. Once checked in it tells you to wait for you to be called on the monitors. The monitors were all down other than the monitors offering links on how to apply for services. I then went up to a desk and they said that in addition to the kiosk, you have to check in at the welcome desk with the glass partitions next to the pillar. They then asked me to hand write my social security number out on a paper(Huge Data Risk Exposure) so that they can find my case, with no reassurance that paper will be shredded. Next they finally check me in a second time and ask me to sit down. There is no specific waiting area, no signage for people just dropping off documents, the line is so messed up with people not knowing what to do or where to go. After the lady checked me in, she was on her phone for at least 15 min. At a Human Services office there is always something to do, use your phone on your break. I was finally called back and as they started reviewing my case, the girl behind the desk starts screaming and stands on her chair because there was a spider behind her. So incredibly unprofessional. After she looks at my case she advises me that only a supervisor can review my account. This was the entire purpose of me coming all the way into the office which they were unaware of but they scheduled the meeting. Next, I get in front of a supervisor who can’t look at my file because someone is in it. I was advised I would receive a call the next day, they scheduled me for an allotted time. I waited for the call that never came in. Called back and was advised someone would call for resolution. To this day, no one has called. Again, the most inefficient office with staff in desperate need of training. No one was rude by any means, just very aloof without any consideration for people’s time. Many of these people are low income requiring public transportation to get to their facilities, all to be turned away due to lack of knowledge or options. What are our tax dollars paying for?

Jordan D.

Jefferson county is unreachable. My grandpa has dementia and it’s been like pulling teeth trying to find out if he is approved for Medicaid. He needs 24-7 care and has been paying out of pocket for his stay at the current nursing facility. It’s been months of struggling to find out what we need to turn in. It doesn’t help that the business and admissions staff have no idea what they are doing at Harmony Pointe Nursing Center in Lakewood. As he is a resident there it is their responsibility to assist in securing Medicaid. I’m checking on the back end it says he’s approved yet they are saying he’s not. We have not made any progress towards getting him approved and barely have any correspondence and it’s been months of being in the same position. I will be submitting a complaint to HCPF about Jefferson County and Harmony Point.

Brenden B.

So to give you a brief background, I moved to CO roughly a year ago (originally from Long Island, NY, and also lived in SC and GA for a while). I mention that to say this: The human services are some of the worst I've ever seen (and as I previously mentioned, I lived in SC for a while which is saying something). Unfortunately, I had to utilize both unemployment and SNAP here, and each were a miserable experience where I had to wait months while being jerked around in their antiquated system. I attempted to recertify for SNAP nearly two months ago, and they haven't even so much as reviewed it yet. The MyCOBenefits app (whenever it actually works), tells me that it's been discontinued, so I went down to the Jeffco office since you can never get any callbacks (I've left several messages and not one returned call), and the lady at the front desk (the one with the tattoos) was extremely rude, callous, unhelpful, and dismissive. When I asked about what will happen with my benefits she flatly replied "Well looks like you won't be getting them. They haven't reviewed the case yet". She has zero social skills and shouldn't be around people. I love Colorado otherwise, but on this end they need to do better.

Duncan F.

The employees are very helpful and very attentive. There's always available parking .