102.05B: Citizen Complaints

Question 0

All complaints alleging serious administrative or criminal misconduct will be assigned to the ____.

Answer 0

Performance auditing section

Question 1

All citizen complaints, including those that are anonymous, will be documented on a ____ form. (Form #90-68D)

Answer 1

A complaint record form

Question 2

Each citizen complaint received by the department will be thoroughly investigated. Regardless of severity, each complaint should be regarded as an opportunity to examine our ____ at the point of contact.

Answer 2

Customer service

Question 3

In investigating citizen complaints and after considering all the available information, the investigator will make one of what determinations?

Answer 3

– Unfounded– did not occur
– Exonerated – act occurred but was justified
– Not sustained – investigation produced information sufficient to prove or disapprove the allegation
Sustain – all or part of the act occurred

Question 4

Many complaints will fall in the not sustained and exonerated category. These incidents should be thoroughly examined from a ____ point of view

Answer 4

Customer service point of view

Question 5

All Phoenix fire department members will respond to the public in what three ways?

Answer 5

– Courteous
– Caring
– Appropriate manner

Question 6

Citizen complaints received in the fire department administration will be directed to who?

Answer 6

Performance auditing section

Question 7

Normally service delivery complaints will be directed to Who?

Answer 7

Division/section head

Question 8

Complaints related to operations personnel or services will be forwarded to Who?

Answer 8

Battalion chief

Question 9

If a complaint pertains to serious misconduct who will be immediately notified?

Answer 9

– Personnel control officer

– Performance auditing section

Question 10

The disposition that concurs that all or part of the act occurred as alleged best describes what?

Answer 10

Sustained

Question 11

The disposition that concurs that the alleged act did not occur best describes what?

Answer 11

Unfounded

Question 12

The disposition where the act occurred but was justified, lawful, or proper best describes what?

Answer 12

Exonerated

Question 13

The disposition where the investigation produced information insufficient to prove or disprove the allegation best describes what?

Answer 13

Not sustained

Question 14

Who will act as a liaison to the city Council or city manager’s office in responding to inquiries regarding citizen complaints?

Answer 14

Assistant chief in charge of personnel

Question 15

Who is responsible for assigning case numbers and maintaining a complaint log and file system?

Answer 15

Performance auditing section