Complaints System Flashcards
How much responsibility does a State Administrator have over the operation of this system?
Overall
Who is responsible fr the day-to-day management of the ES Complaint System?
ES Supervisor
Who has overall responsibility for the operation of the Employment Service (ES) Complaint System?
State Administrator
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.
Complaint
Complaint
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.
The Complainant or their rep must sign the form in either what two ways?
Writing or Electronically
A complaint that is not signed will be accepted as an…
Apparent Violation
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.
Apparent Violations
Apparent Violations
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.
Apparent Violations must be resolved within how many working days?
5
Why do we have a complaint system?
Its the LAW!
3 types of complaints within ES Complaint System
1) ES Related ; 2) Non-ES Related; 3) MSFW
Whose responsibility is it to work with individuals and employers to gain complaint resolution?
ES Staff
ES Related Complaints: Complaints against _______________ OR ____________________
Employer / Employment Service
An Employer Related Complaint is when an ES customer files a complaint against an employer who uses ________________________.
Arizona@Work
What qualifies an ES related complaint?
The ES referred the complainant to the employer
Time limit for ES Related Complaints: __________
24 months
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.
ES Related complaint
A complaintant alleges that One-Stop Career Center staff thru actions or omissions violated Wagner-Peyser regulations.
ES Agency Related Complaint
Es Agency Related Complaints
A complaintant alleges that One-Stop Career Center staff thru actions or omissions violated Wagner-Peyser regulations.
Who handles ES Agency Related complaints?
State Monitor Advocate
Type of complaint: jobseeker is denied job referrals even though qualified at the One-Stop Career Center.
ES Agency Related Complaint
Non-ES Related Complaints
Complaint directed towards an employer or agency that is UNRELATED to any services provided thru the One-Stop Center
Complaint directed towards an employer or agency that is UNRELATED to any services provided thru the One-Stop Center
Non-ES Related Complaints
Where to refer Non-Employment Service-Related Complaints?
Appropriate labor enfrcement agency by the Complaint Specialist or the SMA
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.
Non-Employment Service-Related Complaint
Complaints made over 24 months… ES related or non-ES related Complaint?
Non-ES related
Who are Migrant and Seasonal Farm Workers (MSFWs)?
1) Migrant Farm worker 2) Seasonal Farm worker 3) Migrant food processing worker
MSFW complaints are genarrly issues regarding…
safety: toilets, drinking water, hand washing facilities
True of False: MSFW complaints can be either ES Related or Non-ES relaed
True
ES Related Complaint
Employer rec’d services from One-Stop Career and the complaint occured within 24 months
Non-ES Complaint
Employer did not receive One-Stop services or the complaint occured after 24 months in case the employer did receive One-Stop services
MSFW Complaint
Can be ES Related or Non-ES Related and complainant is a MSFW
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?
ES Related Complaing
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?
MSFW (Directed towards an employer; Complaintant is an Agricultural farmworker)
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.
Non-Es Related Complaint (over 24 months ago)
How many forms are used for every type of complaint?
4
How can a complaint be delivered to the local office?
In person; Phone ; Letter/Mail; Email ; Virtual Team
Complaint Specialist should resolve complaints informally within how many days of receiving the complaint?
15 days
True or False: For a complaint to be ES Related, it must be reported within 24 months of the alleged incident of the occurence.
True
Is the Complaint/Apparent Violation Form (ETA 8429) always required?
No - not if the mailed written complaint has sufficient information to initiate the complaint nad has an authorized signature (or if from a lawyer)
What do you do if an ES related complaint is received at the local office via email?
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.
What do you do if the ES Related Complaint is received at the local office via telephone?
Direct the complainant to file the complaint in person or by mail using the ETA 8429 form
What to do if the ES Related Complaint is received at the local office?
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.
When we receive a complaint, what is the first step?
Explain the complaint process.
What is the Complaint Specialist’s first step when a complaint is received?
Deciding the type of complaint: ES, Non-ES, or MSFW.
Who can a complaint be against?
Employer ; Local Office ; Agency
True or False: Send the Fact Sheet to the client
FALSE: DO NOT sent the Facts Sheet to the client
If ABC Air Conditioning is known to the AJC NextGen system and services were provided, the Complaint Specialist would treat this as an ___________________________ .
ES Related Complaint
Step 1, the Complaint Specialist explains the process to the complainant. What is step 2?
Complaint Specialist completes page 2 of the Complaint/Apparent Violation Form (ETA 8429)
