This bill aims to enhance customer service training for all public-facing employees of the State of West Virginia by introducing a new article in the Code of West Virginia. It establishes a requirement for the Department of Personnel and the Department of Transportation to develop a comprehensive customer service training program by January 1, 2026. The program will consist of an eight-hour in-person training session that must be completed by all current employees in public-facing positions by July 1, 2027, and by all new hires before they begin their employment. Additionally, a handbook of state customer service policies will be made available online.

Furthermore, the bill mandates that every state employee in public-facing roles must complete a four-hour refresher course every three years to stay updated on new policies and customer service protocols. Employees who complete the training will also receive email updates regarding any new policies or procedures adopted by the Department of Personnel. This initiative is designed to ensure a consistent and high standard of customer service across all state agencies, ultimately benefiting both employees and the public they serve.

Statutes affected:
Introduced Version: 6C-5-1, 6C-5-2, 6C-5-3