Rules Committee accepts HSA annual surveillance report on call-recording technology

The Rules Committee on Jan. 12 voted to forward to the full Board of Supervisors a resolution accepting the Human Services Agency's annual surveillance report on the agency's use of call-recording technology.

Susie Smith, Deputy Director for Policy Planning and Public Affairs at the Human Services Agency, said the report fulfills ordinance requirements for departments that use approved surveillance technologies to submit annual reports and a resolution for board acceptance. She described uses including recording incoming/outgoing calls for public-benefit programs, a child-welfare hotline and provider assistance for in-home supportive services. Smith said the technology is used to allow telephonic signatures when permitted by state and federal law, to support quality assurance and staff training, and to reduce the need for clients with mobility challenges to come into offices.

Smith said the system handled approximately 428,000 calls in Fiscal Year 2024-25 and that there were no reported complaints or policy violations during the reporting period. She also said the report was reviewed and approved by the Committee on Information Technology (COIT) before coming to the rules committee.

When asked whether the technology had hampered in-person services, Smith replied it had not and that some programs still require in-person visits while telephonic signatures provide an added convenience where allowed by law. The committee voted "aye" and forwarded the resolution without objection.

The full Board of Supervisors will consider acceptance of the resolution at a future meeting.