Multilingual Call Center

RHA's Call Center serves statewide callers through our unique 11-language call center where our staff assists customers in accessing our client’s programs.

RHA's Call Center strengths include:

  • Operational hours Monday through Friday, from 7:00 a.m. to 7:00 p.m. PST
  • Call center infrastructure including phone system and software.
  • Staffing in-language service in 11 langauges including: Cantonese, English, Hmong, Japanese, Khmer, Korean, Laotian, Mandarin, Spanish, Tagalog, and Vietnamese. Other languages are served through an interpretation service; no language is unserved.
  • A dedicated, talented, ethnically diverse and multilingual Customer Service Representatives (CSRs).
  • Real-time reporting and monitoring, which ensures performance standards are met.

The RHA Call Center services the following contracts on behalf of clients:


CPUC California LifeLine Program Call Center | 2003 to Present

As a subcontractor to the California Public Utilities Commission (CPUC), RHA provides call center services for the California LifeLine Program in 11 languages including: Cantonese, English, Hmong, Japanese, Khmer, Korean, Laotian, Mandarin, Spanish, Tagalog, and Vietnames. Calls are answered Monday through Friday, 8:00 a.m. to 7:00 p.m., PST. RHA’s CSR's provide California LifeLine Program general information, screen callers for eligibility, collect and data enter demographic information, conduct an optional survey, and provide neutral service provider transfers.


Asian Language Call Center Services for the LifeLine Certifying Agent | 2006 to Present

As a subcontractor to Solix, Inc., the Certifying Agent for the CPUC on the LifeLine Program, RHA provides call center services, language translation and certification and verification form review in the following six languages: Cantonese, Japanese, Korean, Mandarin, Tagalog and Vietnamese. Calls are answered Monday through Friday, 7:00 a.m. to 7:00 p.m., PST. RHA’s CSRs provide California LifeLine Program application and renewal form instructions, researches receipt and status of form submission, requests new forms and provides explanation of reason for denial.


PG&E Energy Savings Assistance Program Call Center Services | 1996 to 1997 and 2001 to Present

RHA operates a customer service line for PG&E’s Energy Savings Assistance Program to achieve the energy conservation goals due to the energy crisis in California. The Energy Savings Assistance Program provides weatherization services to low-income households which lower energy consumption.


The Call Center provides information to callers regarding the program guidelines, requests service, screens callers for eligibility, refers request for service to contractors, provides status of program requests and documents complaints. CSRs provide service Monday through Friday, 8:00 a.m. to 5:30 p.m. PST, in English, Spanish, Cantonese, Hmong, Vietnamese and Lao. For any other language, RHA uses a language interpretation service to ensure that all customers are served.


Department of Health Services, California Partnership for Long Term Care | 2002 to Present

RHA provides call center services for the Department of Health Services and conducts a demographic consumer survey, collects responses and provides general program information. Service is provided in English and Spanish, Monday through Friday, 8:00 a.m. to 6:00 p.m. PST.


SDG&E Energy Savings Assistance Program | 1991 to Present

RHA provides call center services for SDG&E's Energy Savings Assistance Program, which provides free weatherization and education services to over 120,000 homes since 1991. RHA is responsible for the project marketing, in-home energy education, the work of subcontractors performing weatherization services and call center services.


The SDG&E Energy Savings Assistance Program Call Center handles calls from SDG&E low-income customers who are interested in the Low-Income Energy Efficiency Program. The Call Center operates Monday through Friday, 8:00 a.m. to 5:00 p.m. PST. CSRs provide extensive program information, screen callers for eligibility and schedule service appointments.