- TO:
- ALL INCOME MAINTENANCE OFFICES
- FROM:
- ALYSON CAMPBELL, DIRECTOR
- SUBJECT:
- CUSTOMER SERVICE FORM (FSD-4) REVISION
- FORMS MANUAL REVISION #12
DISCUSSION:
The purpose of this memorandum is to revise the Family Service Division Customer Service Form (FSD-4).
In IM-18 (2013), the Family Support Division’s Customer Service Form was introduced. This form replaced the Client Services Postcard (IM-23).
The revised Customer Service Form (FSD-4) provides the client the option to provide comments, concerns and compliments regarding the Family Support Division (FSD) programs of Food Stamps, MO HealthNet, Services for the Blind, Child Support, Child Care and Temporary Assistance.
The Director, Deputy Director, or their designee, will review and respond to comments, concerns and compliments forwarded to the Customer Relations Unit (CRU).
Staff must ensure that 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 this form from the Family Support Division Information Center at 1-855-373-4636, or find the form on the Internet at https://dss.mo.gov/fsd/formsmanual/pdf/fsd-4-customer-service.pdf.
NECESSARY ACTION:
- Discontinue use of the Client Services Postcard (IM-23) and recycle/destroy existing copies of the IM-23.
- Review this memorandum with appropriate staff.
- Review the FSD Customer Service Form (FSD-4) and instructions.
- Begin using the revised FSD Customer Service Form (FSD-4) immediately by downloading the updated version of the form from the Forms Manual.
- Delete all previously downloaded versions of the FSD Customer Service Form (FSD-4) from Shared Computer Drives and personal computers.
ATTACHMENTS:
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