Department of Social Services
Family Support Division
PO Box 2320
Jefferson City, Missouri
TO: ALL FAMILY SUPPORT OFFICES
FROM: KIM EVANS, DIRECTOR
SUBJECT: CUSTOMER SERVICE MANUAL UPDATE
MANUAL REVISION #
0130.010.00
0130.010.15
0130.010.15.15
DISCUSSION:
The General Information Manual has been updated to clarify that complaints or concerns must be addressed immediately, and resolved within 30 business days of receiving the complaint.
The following manual sections are updated:
- 0130.010.00 Customer Service Complaints and Comments
- 0130.010.15 Resolution of Complaints
- 0130.010.15.15 When Complaints Cannot be Resolved at the Local Office Level
Reminder: When a complaint cannot be resolved at the local office level, a Customer Service Form (FSD-4) must be submitted using the process described in manual section 0130.010.15.15 When Complaints Cannot be Resolved at the Local Office Level.
NECESSARY ACTION:
- Review this memorandum with appropriate staff.
KE/rnr