AFH Council Phones UPDATE
As you may already know, the Adult Family Home Council transitioned to a new phone system to improve how providers connect with staff. While the goal was to streamline communication, we quickly identified that the initial setup created delays and, in some cases, routed calls inefficiently.
We have made adjustments to better meet the needs of adult family home providers and improve your experience when contacting the Council.
What’s Changed
Member Support Options
When you call the Council, you can now select the team you need directly:
- Option 1: Member Support
- Option 3: Continuing education certificates or training
- Option 2: Membership Account
This updated structure is designed to reduce call transfers and connect you with the right person more quickly.
If you select Member Support, you now have two options:
- Stay on the line to be connected to the next available staff member
- Press 1 at any time to leave a voicemail
This ensures you are not automatically routed to voicemail when staff are assisting other members.
What We’re Improving
The new system also allows us to track key service metrics, including:
- Average hold times
- Time spent on calls
We will use this data over the next several months to continue improving responsiveness and overall service.
As we continue to refine the system, we appreciate your patience. If you have attempted to contact the Council at least twice and have not received a response, please email info@adultfamilyhomecouncil.org so we can follow up promptly.
Not a Member Yet?
Membership fees enable the Council to cover legal expenses and fund staff to advocate with the state and regulatory agencies. The participation of every adult family home is vital to ensuring fair regulations and rates that accurately reflect the costs of caring for our vulnerable adults. Consider becoming a member of the Council to help us continue improving conditions for all adult family homes in Washington State.