WV HB3318

Requires the Department of Personnel and Department of Transportation to develop a customer service training program for all state employees who interact with the public via email, telephone, in-person, or written correspondence

Mandates an 8-hour in-person training program to be developed by January 1, 2026, with all current public-facing employees completing training by July 1, 2027

Requires all new hires in public-facing positions to complete the training during onboarding before beginning employment

Establishes a mandatory 4-hour refresher course every three years for all public-facing state employees to update them on new policies and customer service protocols

Requires a customer service policy handbook to be available online and trained employees to receive email updates when new policies are adopted