Referrals to Administration

A process for making referrals to Administration is established in order to manage contacts for concerns related to DEBS service delivery, including benefits, employment services and staff issues.

How Communication is Received

Communication regarding client service issues come into the DEBS Director's office through various sources; client, community members, elected officials, other County Agencies (like the District Attorney's Office and County Counsel), Agency Directors, and the Agency's Client Comment Line.

Where Calls are Referred

When initial contact is made, it is important to remain impartial and objective. Remember the findings are not complete until and investigation is complete and both sides of the story have been heard. If the calls come into the main DEBS line, the call should be routed to the DEBS Ombudsman, or the DEBS Director's Executive Assistant. If neither party is available, the call can be transferred to voicemail, and the caller must be informed that the appropriate person will get back to them. The typical response time is usually within 2 business days. A message can also be taken, and it can include the following information:

  • The name of the person calling in the concern (note-if this is not the client, we are unable to begin to research the issue unless we are speaking with the client directly),
  • Contact information, and
  • The problem.

Note: It is also helpful if the person calling in can provide case specifics, like case number, office location, and/or worker.

Resolution: Administration

Once Administration determines the appropriate party to resolve this issue, a referral is made by the DEBS Ombudman, Director's Executive Assistant, or Director. This referral is usually done via e-mail, and the DEBS Director's Executive Assistant must receive a courtesy copy, along with the area's Administrator. The first point of contact is almost always the Social Services Program Manager in the office where the incident is reported to have occurred. If the SSPM is out of the office, or otherwise unavailable, then a notice can be sent to the person who is working out of class for them, or the next in the office's chain of command. Contacting the client while the office is doing their research is also a good idea to be sure that all the details are available and addressed. This also ensures the client that his/her issue is being taken care of. In cases where discrimination is alleged, or where the client notes they have filed a case for discrimination, it's also good to involve the SSA Civil Rights Officer.

Follow-Up

Once all information is gathered, client follow up is essential. In most cases, the situation is addressed and resolved within one day to one week. After relaying the information to the client and clarifying any outstanding issues, the case can be closed. Once closed, the DEBS Ombudsman, or DEBS Director's Executive Assistant will document the following information and submit it to the DEBS Director, which will be filed by the Director's administrative support staff:

  • Date of Concern.
  • Date Resolved
  • Problem Statement.
  • Raised By.
  • Assigned To.
  • Any Administration Research.
  • Finding.
  • Problem Substantiated? Why or Why Not?
  • Any Corrective Action.

Related Topics

Complaints & Inquiries Overview