- TO:
- ALL COUNTY OFFICES
- FROM:
- ALYSON CAMPBELL, DIRECTOR
- SUBJECT:
- CUSTOMER COMMENT OR COMPLAINT PROCESS REVISION TO MANUAL POLICY RELATED TO COMPLAINTS
- MANUAL REVISION #9
- 0130.010.00
- 0130.010.05
- 0130.010.15
- 0130.010.15.15
- FORMS MANUAL REVISION #9
DISCUSSION:
The purpose of this memorandum is to introduce the new Family Support Division Customer Service Form (FSD-4) and revisions to the Income Maintenance Manual section 0130.010.00 through 0130.010.15, in the Legal Aspects section of the General Information Manual.
In FSD’s continuing effort to provide excellence in service, the Client Services Postcard (IM-23) has been replaced with the Customer Service Form (FSD–4). The FSD–4 provides a list of FSD programs (child support, food stamps, child care, etc.) on which FSD customers can seek complaint resolution, as well as provide comments and compliments.
The Director, Deputy Director, or their designee, will review and respond to complaints and comments forwarded to the Customer Relations Unit (formerly Correspondence and Information).
Staff must ensure customers are aware of the option to use the FSD–4 when attempts by local management to resolve concerns have been exhausted. The FSD-4 is available on the intranet in the Forms Manual Volume 1. Staff may print the revised FSD–4 to mail or provide to a customer. Copies of this form may be ordered through the warehouse using normal ordering procedures. Customers may also request the form from the Family Support Division Information Center at 1-855-373-4636, or find the form on the internet at http://dssweb/fsd/policyprocedure/formsmanual/fsforms/fsd-4-customer-service.exe.
The policy manual has been revised to replace the term caseworker with eligibility specialist and to include a new section 0130.010.15.15 When Complaints cannot be Resolved at the Local Office.
NECESSARY ACTION:
- Review and implement the procedures outlined in the IM Customer Service Policy, General Information, Legal Aspects Section.
- Review the FSD Customer Service Form (FSD-4) and Instructions.
- Begin using the FSD Customer Service Form (FSD-4) immediately.
- Discontinue use of the Client Services Postcard (IM-23) and recycle/destroy existing copies of the IM-23.
ATTACHMENT:
AC/df