MCPS Employee and Retiree Service Center

ERSC has completely dropped the ball; they are missing in action. I’ve called each day this week as per their posted hours. I’ve tried early morning calls, late calls, and others in between. While readying to get placed in queue each day, I was prompted to enter my employee number (but I am retired and not an employee). Luckily, I kept a record of my old employee number, so I was able to enter the ERSC phone queue. And, I was prepared to speak with an ERSC representative; I had a few important questions for ERSC that were complex in nature. I really needed their help. Once in queue, things were messy. I was simply left in queue (although their message always stated I was either #18 or #11 in line, but that number never change for over an hour). Additionally, the ERSC message repeatedly stated, " We apologize for the long wait" and said I could press #1 for a call back (which I pressed, but never received). Another day this week after an hour on hold, I hung up and called the main number for MCPS. I was hoping for options to reach ERSC and so asked if there was a different number to get through to ERSC. The reply was no. So, I asked for the superintendent’s number. Then I was told the SUPERINTENDENT knows about the ERSC problems, is aware of the unanswered calls by ERSC, and that the ERSC problem may have something to do with the system change in December 2024. That news was not encouraging. Essentially, this ERSC problem was closing in on a year in duration. At that point, I felt seriously embarrassed for ERSC, sad for employee and retirees who needed help, and angered by MCPS. I needed help, but was now looking for accountability, as well. Admittedly, there was a silver lining today after this week long experience. There were two (2) employees, in divisions other than ERSC, who cared enough to take time from their workday to help me. One offered to reach out to ERSC on my behalf to request they call me. The other kind soul offered to register an account for me with ERSC because the ERSC account registration link, which I needed to complete my registration, was unusable due to multiple screen overlays. Both women were so helpful but unfortunately had to use some of their workday hours to cover for ERSC’s failings. So, all in all, I called ERSC every day this week multiple times a day, and I spent a total of 6.3+ hours trying to get their help. I now chime in with others here who have expressed their frustration and dismay with ERSC. Collectively, we appeal to MCPS to do better. Truly, this week has been a nightmare… during waking hours .(Apologies for typos and diction)

Confusion on time lunch was as they were away from their desk 30 minutes before 1 hr lunch break. They did bring us to another location to deal with us .

Why does it take them SOOOO long to answer a call. I’ve been on queue for 25 minutes and the voicemail keeps saying 13 calls ahead of me! DO BETTER

I was promised a return call after my husbands death two months ago and am still waiting. No response to several emails. Waited on phone over an hour only to be told "Someone would call". Its a terrible time of life to be ignored.

The representatives are helpful and knowledgeable, if you can actually reach one. The phone queues are incredibly long, often more than 30 minutes. They could probably reduce the number of email and phone inquiries by posting more answers to frequently asked questions on their website.

Unbelievably frustrating process to get through the Medicare application process with MCPS. Very difficult to reach someone on the phone, and the hoops they make you jump through with unreasonable time restrictions to do so are infuriating.

Took 7 months to get my issue resolved. Communication was very poor. However, the front line phone personnel was often helpful but limited to fully assist by the lack of information available to them.