1000 Mngmt and Admin SOPs Flashcards
Complaint received at admin should be
Documented on Citizens Complaint form
Logged on the “Citizen Complaint Tracking” form
Assigned a “tracking number” to original complaint form
Copy complaint and forward to Assistant Chief of Support Services
What is a citizen complaint
Any registered concern by citizens or personnel from other organizations that are communicated to any district employee or governing fire board member that relates to substandard service delivery (including property damage) by an employee of NWFD
Assistant Chief of Support Services will forward the citizen complaint form to proper division, section, or supervisor who will
Attempt to make contact with the complainant within 2 working days. If on 4day, other operations officer shall make contact and advise the complainant when they shall be contacted by a supervisor.
Complaints at other worksites should be handled by an officer of available, if not the employee should revive the complaint. The following shall occur
Captain or supervisor completes “Citizen Complaint Form”
Sends copy to admin
Assigns to officer for review
Investigating officer for complaint should:
Contact citizen within 2 days
Investigate complaint and provide written report to the assigning supervisor and copy to admin receptionist
Check on form wether complaint was “justified”
Tracked on citizen complaint tracking form
Response mailed to complainant from Assist Chief of Support Services explaining outcome
Annual reporting of citizen complaints should be reported by who? And by when?
Assistant Chief of Support services should complete the report for the fire chief by January 31 for the prior years complaints.
Types of complaints are categorized into the following 7 categories:
Unprofessional behavior Unsafe driving Property damage Snake or animal removal incident Excesses noise Delay in response Other
