| TO: | ALL COUNTY OFFICES |
| FROM: | JANEL R. LUCK, DIRECTOR |
| SUBJECT: | FORM IM-23, CLIENT SERVICES POSTCARD |
DISCUSSION:
Memorandum IM-#6 dated 02/20/07, introduced the revised form IM-23, Client Services Postcard 
. This purpose of this memorandum is to remind staff of:
- the purpose and the use of the information received from these postcards; and
- to stress the importance of completing the county information prior to making the postcard available to customers.
The Client Services Postcards serve to evaluate the county's procedures for monitoring customer complaints and problems. The IM-23 is a tool for participants to use to submit nondiscrimination complaints, offer criticism of procedures, and compliment staff.
Copies of the actual IM-23 immediately go to the County Managers for immediate feedback. The information attained from the IM-23 is collected and analyzed by the Quality Assurance (QA) unit. The QA unit completes a report that summarizes the information from the IM-23s and is shared with Central Office staff and Regional Liaisons.
Information is then shared with field staff in an effort to increase customer service, resolve problems, and share procedures that work well. The county information is necessary to complete an accurate analysis.
County staff must ensure that postcards are available to the public and that the county information (office location) is entered on the card prior to making them available to customers. The IM-23 is to be completed by the FSD client. All postcards are forwarded to the Division Director's office.
The IM-23, Client Services Postcard instructions are revised. The revision includes changing references from Quality Control to Quality Assurance and instructing staff to complete the county information (office location) on the card prior to making them available to customers.
NECESSARY ACTION:
- Review this memorandum with appropriate staff.
- Ensure FSD clients have access to the IM-23, Client Services Postcard.
- Complete the field “Office Location” with the county office information.