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Complaint System > Complaints System > Flashcards

Complaints System Flashcards

1
Q

How much responsibility does a State Administrator have over the operation of this system?

A

Overall

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2
Q

Who is responsible fr the day-to-day management of the ES Complaint System?

A

ES Supervisor

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3
Q

Who has overall responsibility for the operation of the Employment Service (ES) Complaint System?

A

State Administrator

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4
Q

A representation made or referred to a state or local Employment Service (ES) office of a violation of the ES regulations and/or other federal, state or local employment related law.

A

Complaint

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5
Q

Complaint

A

A representation made or referred to a state or local Employment Service (ES) office of a violation of the ES regulations and/or other federal, state or local employment related law.

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6
Q

The Complainant or their rep must sign the form in either what two ways?

A

Writing or Electronically

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7
Q

A complaint that is not signed will be accepted as an…

A

Apparent Violation

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8
Q

When any ES staff observes, has reason to believe, or is in receipt of information regarding suspected violation of employment-related laws or employment service regulations.

A

Apparent Violations

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9
Q

Apparent Violations

A

When any ES staff observes, has reason to believe, or is in receipt of information regarding suspected violation of employment-related laws or employment service regulations.

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10
Q

Apparent Violations must be resolved within how many working days?

A

5

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11
Q

Why do we have a complaint system?

A

Its the LAW!

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12
Q

3 types of complaints within ES Complaint System

A

1) ES Related ; 2) Non-ES Related; 3) MSFW

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13
Q

Whose responsibility is it to work with individuals and employers to gain complaint resolution?

A

ES Staff

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14
Q

ES Related Complaints: Complaints against _______________ OR ____________________

A

Employer / Employment Service

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15
Q

An Employer Related Complaint is when an ES customer files a complaint against an employer who uses ________________________.

A

Arizona@Work

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16
Q

What qualifies an ES related complaint?

A

The ES referred the complainant to the employer

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17
Q

Time limit for ES Related Complaints: __________

A

24 months

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18
Q

What kind of complaint? Tammy’s employer didn’t pay her. She ws referred to the job by an ES Specialist and a job order was completed.

A

ES Related complaint

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19
Q

A complaintant alleges that One-Stop Career Center staff thru actions or omissions violated Wagner-Peyser regulations.

A

ES Agency Related Complaint

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20
Q

Es Agency Related Complaints

A

A complaintant alleges that One-Stop Career Center staff thru actions or omissions violated Wagner-Peyser regulations.

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21
Q

Who handles ES Agency Related complaints?

A

State Monitor Advocate

22
Q

Type of complaint: jobseeker is denied job referrals even though qualified at the One-Stop Career Center.

A

ES Agency Related Complaint

23
Q

Non-ES Related Complaints

A

Complaint directed towards an employer or agency that is UNRELATED to any services provided thru the One-Stop Center

24
Q

Complaint directed towards an employer or agency that is UNRELATED to any services provided thru the One-Stop Center

A

Non-ES Related Complaints

25
Q

Where to refer Non-Employment Service-Related Complaints?

A

Appropriate labor enfrcement agency by the Complaint Specialist or the SMA

26
Q

Type of complaint? Jack’s boss doesn’t pay him overtime. Jack’s employer does not use any services provided by the One-Stop Career Center.

A

Non-Employment Service-Related Complaint

27
Q

Complaints made over 24 months… ES related or non-ES related Complaint?

A

Non-ES related

28
Q

Who are Migrant and Seasonal Farm Workers (MSFWs)?

A

1) Migrant Farm worker 2) Seasonal Farm worker 3) Migrant food processing worker

29
Q

MSFW complaints are genarrly issues regarding…

A

safety: toilets, drinking water, hand washing facilities

30
Q

True of False: MSFW complaints can be either ES Related or Non-ES relaed

A

True

31
Q

ES Related Complaint

A

Employer rec’d services from One-Stop Career and the complaint occured within 24 months

32
Q

Non-ES Complaint

A

Employer did not receive One-Stop services or the complaint occured after 24 months in case the employer did receive One-Stop services

33
Q

MSFW Complaint

A

Can be ES Related or Non-ES Related and complainant is a MSFW

34
Q

Susan gets referred to a job thru the One-Stop and gets hired. She quits after one month and immediately comes to your office complaining she was paid less than minimum wage. What type of complaint is this?

A

ES Related Complaing

35
Q

Ricardo calls you and says his neighbor referred him to the onion harvest. His first paycheck only paid him $45/day - less than min wage. What type of complaint is this?

A

MSFW (Directed towards an employer; Complaintant is an Agricultural farmworker)

36
Q

John was referred to the One-Stop and the Employment Specialist referred him to a job as a cashier. He gets hired but left because he didn’t get paid. This was 3 years ago.

A

Non-Es Related Complaint (over 24 months ago)

37
Q

How many forms are used for every type of complaint?

A

4

38
Q

How can a complaint be delivered to the local office?

A

In person; Phone ; Letter/Mail; Email ; Virtual Team

39
Q

Complaint Specialist should resolve complaints informally within how many days of receiving the complaint?

A

15 days

40
Q

True or False: For a complaint to be ES Related, it must be reported within 24 months of the alleged incident of the occurence.

A

True

41
Q

Is the Complaint/Apparent Violation Form (ETA 8429) always required?

A

No - not if the mailed written complaint has sufficient information to initiate the complaint nad has an authorized signature (or if from a lawyer)

42
Q

What do you do if an ES related complaint is received at the local office via email?

A

The Complaint/Apparent Violation Form (ETA 8429) must be sent to the complanant’s email address with instructions to return the form in person/mail/email to the DERS account.

43
Q

What do you do if the ES Related Complaint is received at the local office via telephone?

A

Direct the complainant to file the complaint in person or by mail using the ETA 8429 form

44
Q

What to do if the ES Related Complaint is received at the local office?

A

Complaint Specialist explains the ES Complaint System. Ask complaintant to contact their human resources. If this does not resolve the issue: Determine type of complaint. Complaintant fills out the first page of the ETA 8429. Complaint Specialist fills out page 2 of the 8429, Facts Sheet, 1315A, 1314B. CS documents the progression of steps in the Central Virtual Log SMA Dashboard (1308). Copes to the client (except Fact Sheet). Follow Ups.

45
Q

When we receive a complaint, what is the first step?

A

Explain the complaint process.

46
Q

What is the Complaint Specialist’s first step when a complaint is received?

A

Deciding the type of complaint: ES, Non-ES, or MSFW.

47
Q

Who can a complaint be against?

A

Employer ; Local Office ; Agency

48
Q

True or False: Send the Fact Sheet to the client

A

FALSE: DO NOT sent the Facts Sheet to the client

49
Q

If ABC Air Conditioning is known to the AJC NextGen system and services were provided, the Complaint Specialist would treat this as an ___________________________ .

A

ES Related Complaint

50
Q

Step 1, the Complaint Specialist explains the process to the complainant. What is step 2?

A

Complaint Specialist completes page 2 of the Complaint/Apparent Violation Form (ETA 8429)

Complaint System (2 decks)

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