Citizen Complaint Memo

Question 1

1st Paragraph- Intro & Details

Answer 1

This memo is to inform you of one/two/three issue(s)/complaints which was brought to my attention regarding property damage at a local business relating to one of our units. I was made aware of this today at 09:00 hours at fire station 37.

Question 2

2nd Paragraph- Details (who, what, when, where, +Empathy, +Resolution process)

Answer 2

• Who presented the issue - complainants name and contact number.
• If not given actual FR units involved, then state,
  
  • “through questioning assured call was ran by our units”
• Issue(s) - just the main topic (response time, rude employee, specific actions/ lack thereof/ property damage)
• Date, time, shift, unit, and place it occurred. Alarm # of call
• That you expressed empathy towards the complainant and assured you would begin the process towards a resolution.

Question 3

3rd Paragraph- Issue (FD Actions + Explanation/Education/Suggestion/Plan)
(4th, 5th, 6th, etc Paragraphs are same as 3rd)

Answer 3

• FD actions or complainant’s stated FD actions (these would be the reason why the citizen is complaining)
• Your Explanation/Education/Suggestion/Plan

Question 4

Summary Paragraph

Answer 4

I let the citizen know someone from our agency will contact them within 24 hours with a resolution or the next step in that process. I gave them my name and station contact information, letting them know to reach out if they have anything else they would like to address. If there are any questions, comments and/or concerns, please contact me via email at jason_domingos@sheriff.org or at the fire station.

Question 5

Memo to Supervisor - Damaged/Lost/Stolen Property or Equipment

Answer 5

• Lost or stolen property requires verbal notification to supervisor prior to memo
• Memo for damaged property should include pictures - either should include DLE report/case#

1) Inform - Memo is to inform of damage/O.O.S. equipment.
2) Details - (who, what, when, where)
3) Actions taken (verbal notification, vehicle swap, equipment O.O.S. & filled out red equipment repair tag)
4) Closing (I have attached/will be forwarding DLE case #/pictures. If any questions, comments and/or concerns please contact me via email or at the fire station)

Question 6

Memo to Supervisor - Vehicle Accident/ Associated Property Damage

Answer 6

• Submit w/ memo: DLE case# and pictures. Also copy CoC and department’s Fleet/Repair Coordinator on the email.

1) Inform - Memo is to inform of vehicle accident which took place on a recent call.
2) Details - (who, what, when, where)
3) Actions taken (verbal notification, vehicle swap)
4) Closing (I have attached/will be forwarding DLE case #/pictures. If any questions, comments and/or concerns please contact me via email or at the fire station)