Customer Service Standards

  • Our Customer Service Standards


Pursuant to the requirements set forth in ORC. 121.91(A), OHFA maintains the following customer service standards:

Customer Focus

Our customers are all those who use our services and programs. We treat our co-workers as customers. We are entrusted with the opportunity to provide vital public services; we are dedicated to meeting or exceeding the expectations of those we serve.

Focus on Customer Assistance

The goal of every employee is to assist our customers. We treat internal and external customers with courtesy and respect. We look for opportunities to help people and then act to follow through by providing them with any information needed to respond to their concern or request. We take the initiative to continually improve our service and operations. All customer interactions are viewed as opportunities to improve our service.

Personal Responsibility

We follow up on our commitments and take personal responsibility for our customers. We identify ourselves when responding to customers. We offer all available information in a timely manner and suggest options and alternatives whenever possible. We own problems and complaints rather than hand them off. If a referral needs to be made to address an issue, we follow through to make sure the customer gets what is needed.

Working as a Team

We work together to serve our customers, solve problems and work out issues. We understand and value the importance of information sharing and communication. We know that being a part of the team means being respectful and helpful to all team members. We cooperate and collaborate with other governmental agencies and community organizations to provide resources to our customers.


We believe it is important to be consistent when delivering customer service. We answer all customer contacts within one business day whenever possible. When additional time is required to respond adequately to a customer concern, we respond to advise them of a timeline for resolution. We know that providing the same quality of customer service is important every time we come in contact with any customer.

Employee Accountability

Customer service standards are incorporated in position descriptions of OHFA employees who have direct contact with the portion of the public that is receiving OHFA's services. Compliance with OHFA's customer service standards is also a dimension upon which employees are evaluated as part of an employee's annual performance review.