0130.010.00 Customer Service Complaints and Comments

0130.010.15.15 When Complaints Cannot be Resolved at the Local Office Level

IM-73 June 2, 2022

If the participant is not satisfied with the resolution of their issue, and/or they wish to file a written report of their complaint, provide them with the Customer Service Form (FSD-4).

Receiving Participant Submissions

  1. The FSD-4 provides participants with a consistent process to submit a comment, complaint, or compliment and receive administrative resolution and/or response.

    NOTE: Participants may use the FSD-4 to submit a comment, complaint, or compliment for any Family Support Division (DFS) location. 

    FSD will address complaints and attempt to resolve concerns regarding customer service and benefit case actions.

  2. FSD field offices will provide the FSD-4 to all participants requesting to make a written statement. The form is also available on the agency website: Forms Manual – DSS Manuals (mo.gov)
    • If a participant wishes to submit a complaint or make a written statement or comment, staff will advise the participant of the availability of the FSD-4 on the internet, and promptly provide or mail a copy of the form to the participant, if requested.

Responding to a Submission

  1. As directed on the form, participants will submit the FSD-4 to the FSD Customer Relations Unit. If a FSD office directly receives an FSD-4, the office will scan and email by the next business day to: cru@dss.mo.gov and shred original after confirmation that scan was received.
  2. Receipt of the FSD-4 will be documented and distributed to the appropriate staff person for review.
  3. Upon receiving the FSD-4, the Customer Relations Unit will:
    1. For complaints:
      1. Compile documentation relating to the complaint;
      2. Investigate and research the complaint;
      3. Complete a summary of their findings; and
      4. Provide an appropriate response to the participant.
    2. For comments and compliments:
      1. Investigate and/or review the submission;
      2. Take appropriate action, if necessary; and
      3. Provide an appropriate response to the participant
      4. Employee compliments will be forwarded to the employee and their immediate supervisor. The supervisor will document the compliment on the employee’s performance log.
    3. Track and maintain documentation on all FSD-4 Tracking will allow FSD managers to identify customer service trends.
    4. Identified customer service trends may require the development of a plan for improvement. Development of these plans will be assigned, reviewed, and approved by the Director’s Designated Principal Assistant, Deputy Director or their designee.