Complaint/Inquiry Desk

To ensure that complaints, inquiries, etc., are answered in a timely manner, each District Office must establish a Complaint/Inquiry Desk located with the Administrative Assistant or person designated by the Social Services Program Manager (SSPM). Each District Office will process complaints and inquires pertaining to their respective District Office.

Designated Person Logging Procedure

The designated person receives the complaint and follows this procedure:

1. Receives and records on “Inquiry/Complaint Log” (SCD 466) each inquiry and complaint, including commu- nity complaints made on the “Community Inquiry or Report” (SCD 16).
   1. [Refer to “Exceptions To SCD 16 Procedure,” page 7-5] and “Fraud Referrals,” page 7-13].
2. Telephones the appropriate Unit Supervisor immediately if the situation is an emergency.
   1. Follows remainder of procedures, as appropriate.
3. Identifies the case number and worker number(s) of the person to whom the inquiry/complaint pertains.

   1. Note: If the person is not known to the Agency, documents the log and destroys the complaint form.

4. If the persons case is inactive or closed, forwards the complaint for review to the supervisor of the unit who closed the case, as per District Office procedures.

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