MEMORANDUM

DISCUSSION:

The purpose of this memo is to rescind instructions on maintaining a customer service feedback log as described in Income Maintenance memorandum IM-92 Customer Service Feedback Log dated November 26, 2012, and to introduce a flyer that must be posted in reception areas of the Family Support Division (FSD) local offices.

Federal regulations require that the FSD must have a measurable statewide system to monitor customer service, and maintain a record of complaints filed by participants, potential participants, or other individuals/groups. The purpose of maintaining a record of feedback is for management to evaluate whether there is a trend that requires corrective action and to provide feedback for employee appraisals.

Effective immediately, local offices will no longer be required to keep a log of customer service feedback or submit this information to Income Maintenance Program and Policy. The Customer Relation Unit in State Office will monitor and log this information through the Customer Service Form (FSD-4) responses they receive. This unit will maintain a file of all FSD-4 forms received, including the responses sent back to the customers. Regional Administrators will be provided with a quarterly report that can be distributed to managers.

A public notification of the FSD’s customer service procedures is attached. This notice must be posted in all reception areas of all local FSD offices where customers may view the information on resolving their concerns with the FSD. Customers must be provided with a FSD-4 upon request.

The new FSD-4 and instructions will be sent in a separate memorandum.

NECESSARY ACTION:

• Review this memorandum with appropriate staff
• Post public notification in reception areas of local offices

ATTACHMENT:

• The Family Support Division Strives for Excellence in Service: How can I resolve my customer service concerns with the Family Support Division?

AC/df