IDHS to Close Remaining 11 Local Office Lobbies; All Benefits Remain Available

The Illinois Department of Human Services (IDHS) is temporarily closing the remaining 11 Family Community Resource Centers (FCRCs) to the public, starting Thursday, April 16. In ordinary times, IDHS operates 75 FCRCs, the public facing offices individuals and families can use to secure nutrition, income and medical supports.

"This is not a decision we make lightly. However, we have to balance the urgent needs of residents facing hunger and poverty with extremely serious public health directives. Even as many IDHS offices close, our State's safety net remains available," said IDHS Secretary Grace B. Hou. "Please know that every local office has an urgent call team available to respond right away to emergency cases." (The phone numbers of local urgent call teams are online and posted on the front doors of all FCRC offices.)

Since last month, IDHS has been urging customers to stay home unless absolutely necessary. Foot traffic into local offices has plummeted, while online and telephone applications for food and medical benefits are skyrocketing, with nearly 30,000 people seeking first-time medical or food benefits each week compared to the usual 10,000 weekly applications.

IDHS continues to encourage all customers to apply for and manage their benefits online at www.ABE.Illinois.Gov and to call the IDHS Help is Here toll-free line at 1-833-2-FIND-HELP. IDHS will keep both its customers and employees updated as to office re-openings in the weeks ahead.

Since March 29, 14 of Illinois’ 75 public facing FCRCs remained open, with a reduced workforce and a variety of safeguards in place to reduce the spread of the coronavirus. As of today, 11 local offices remain open. Three (in Rockford, Chicago’s Englewood neighborhood and in West Suburban Melrose Park) were recently closed out of an abundance of caution following positive COVID-19 tests of staff employed in those offices.

Staff who usually work in the public-facing FCRCs will work remotely to process important benefits, and about 180 ABE (Access to Benefits Electronically) call center agents will be taking calls from customers across the state. IDHS is also exploring making non-public “back offices” available to IDHS staff who find themselves unable to work from home due to technology limitations – so casework and telephone support can continue to the maximum possible extent.