Submit A Concern

Create A Ticket

Work with DHS to resolve an issue

Create A Ticket

Track My Ticket

Track the status of your Ticket and stay informed

Track My Ticket

    THE PROCESS

CREATE TICKET
Residents can share their concerns through email, phone, in person, or via the DHS Website. Staff will log the inquiry into the system, ensuring all relevant details are accurately documented for processing.

CATEGORIZE & ASSIGN
Add details and tags, directing inquiries to the appropriate DHS personnel or deparment. If an inquiry involves multiple concerns, split it into sub-tickets for clarity.

RESOLVE OR REASSIGN
Assigned personnel verify the issue, take necessary steps for resolution (information, troubleshooting, intervention), and log relevant actions. If further expertise is required, reassign the ticket accordingly.

REVIEW & VERIFY
The DHS Escalations Team assesses the resolution to ensure all necessary fields are completed and the inquiery is fully addressed. Once verified, they approve the ticket for closure and proceed to the final step.

CLOSE & COMMUNICATE
Finalize resolution, document the outcome, and ensure the resident receives a response or solution.

OTHER INFORMATION

Office of Program Review, Monitoring, and Investigation (OPRMI)

OPRMI focuses on preventing fraud, waste, and abuse in social service programs, ensuring compliance with regulations. It handles fraud claims, unusual incidents, and complaints related to DHS programs. To Learn more, click here: Monitoring and Investigation

Office of Administrative Hearings (OAH)

OAH is an independent agency that resolves disputes involving government agency decisions, providing a neutral forum. It handles cases related to rental housing issues, shelter or rental assistance programs, and benefit disputes. To learn more, click here: Help

Frequently Asked Questions

How long will it take to receive a response on a submitted concern ? +
Depending on the level of the case you will get a response no later than 3-5 business days.
How can I apply for benefits such as SNAP, TANF, or Medicaid ? +
You can apply for these benefits online through the District Direct Website or via the District Direct mobile app Applications can also be picked up and submitted at any DHS Service Center.
What should I do if I haven't received a response regarding my benefits application status ? +
If you haven't heard back about your application, contact the DHS Call Center at (202) 727-5355 for assistance.
How can obtain DHS Housing Resources ? +
What steps should I take if I disagree with a decision made about my benefits ? +
You have the right to appeal decisions. Appeals can be filed by contacting the Office of Administrative Hearings at (202) 442-9094 or by visiting a DHS Service Center to complete an appeals form. 
What's this difference between Submitting a Ticket to DHS directly, OPRMI and OAH? +
  • Submit A Concern is designed to manage resident concerns. It streamlines communication with DHS services and programs for better accountability and responsiveness.
  • OPRMI focuses on preventing fraud, waste, and abuse in social service programs, ensuring compliance with regulations. It handles fraud claims, unusual incidents, and complaints related to DHS programs. To Learn more, click here: Office, Program, Review Monitoring and Investigation
  • OAH is an independent agency that resolves disputes involving government agency decisions, providing a neutral forum. It handles cases related to rental housing issues, shelter or rental assistance programs, and benefit disputes. To learn more, click here: OAH-Help
How do I File an Appeal? +
For appeals related to homeless services within the Continuum of Care, call 202-442-9094.

For appeals related to public benefits, you may request a Fair Hearing through any of the following methods:
  • Calling the DHS Economic Security Administration (ESA) Call Center at 202-727-5355
  • Completing a Request for Hearing form and fax it to 202-724-2041, or email to [email protected]
  • Go to any Department of Human Services Service Center to fill out a Request for Hearing
  • Go to the Office of Administrative Hearings (OAH) Resource Center, located at 441 4th Street NW, Suite 450-North, Washington, DC 20001, call OAH 202-442-9094, or complete a Request for fair hearing form and fax it to 202-442-4789 or email it to [email protected]
  • (Medical Assistance Only) Contacting the Office of Health Care Ombudsman & Bill of Rights, located at 441 4th Street NW, Suite 250 North, Washington DC 20001, call the Ombudsman at 202-724-7491 or 877-685-6391, by confidential fax at 202-478-1397, by email at [email protected] , or visit their website at www.healthcareombudsman.dc.gov
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