Multilingual Call Center

Serving statewide callers through our unique 11-language call center where our staff assists customers in accessing our client’s programs.

The Call Center strengths include:

  • Operational hours Monday through Friday, from 7 a.m. to 7 p.m. PST
  • Call center infrastructure including phone system and software.
  • Staffing in-language service: Cambodian, Cantonese, English, Hmong, Japanese, Korean, Lao, Mandarin, Spanish, Tagalog, and Vietnamese. Other languages not staffed are served through an interpretation service; no language is unserved.
  • A dedicated, talented, ethnically diverse and multilingual team.
  • Real-time reporting and monitoring which ensures performance standards are met.

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


LifeLine Call Center - 2003 to present

As a subcontractor to the CPUC, RHA provides call center services for the LifeLine program in eleven languages including: Cambodian, Cantonese, English, Hmong, Japanese, Korean, Lao, Mandarin, Spanish, Tagalog and Vietnamese. Calls are answered Monday through Friday, 8:00 a.m. to 7:00 p.m., PST. RHA’s Customer Service representatives (CSRs) provide LifeLine program general information, screen callers for eligibility, collect and data enter demographic information, conduct an optional survey, document complaints, and provide neutral service provider transfers. Scripts are translated in above languages.


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 Customer Service representatives (CSRs) provide LifeLine Program certification and verification form instruction, research receipt and status of form submission, request new forms and provide explanation of reason for denial.


Energy Partners Call Center Services - 1996-1997 and 2001 to present

RHA operates a toll-free customer service line for PG&E’s Energy Partners Program and rapid deployment services to achieve the energy conservation goals due to the energy crisis in California. Energy Partners 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, refer request for service to contractors, provide status of program requests and document complaints. Customer Service Representatives provide service 8:00 a.m. to 5:30 p.m. PST, Monday through Friday, in English, Spanish, Cantonese, Hmong, Vietnamese and Lao. For any other language, RHA will use a language interpretation services to ensure that all customers were served.


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, 8:00 a.m. to 6:00 p.m. PST, Monday through Friday.


San Diego Gas and Electric Company (SDG&E) – 1991 to present

RHA provides call center services for the San Diego Gas and Electric’s (SDG&E) Energy Team program provides which provides free weatherization and education services to over 10,000 homes per year since 1990. 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 Team 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 from 8:00 a.m. to 5 p.m. PST, Monday through Friday. CSRs provide extensive program information, screen callers for eligibility, schedule service appointments, refer callers to other SDG&E programs and advice on bill payment and bill assistance programs in Spanish, Vietnamese and Lao.