Improved Process Map for Handling Inquiries Incidents and

Improved Process Map for: Handling Inquiries, Incidents, and Complaints Map current as of July 6, 2012 Have database open at all times Person left a message on Tom’s phone Person calls and Tom answers Tom puts on hands-free headset when taking calls at his desk Incident Gather information about the incident from the person (document in computer - database) Person states their question in more detail Tom needs to get back to person with answer Record call info (inquiry & topic & status=closed) in electronic Form (database) Record basic incident info into electronic Form (database) – including contact info for person calling in incident Record call and topic, as well as person’s contact info for callback in the electronic Form (database) Tom researches to finds answer Tom calls person back with answer Person sends an email Person sends a letter Determine the nature of the person’s call/email/visit Inquiry Tom gives an immediate answer Person walks in Person needs to talk to another department Complaint Person details complaint Record basic complaint info into electronic Form on computer (database) – including contact info for person calling in complaint The other department handles the issue (most often = code enforcement) Update record in the electronic Form (database) to change status to Closed Document basic call info in electronic Form (database) – just that a call came in, and topic of the call Health Department can handle on its own Other department involvement needed Contact the other department to discuss Tom gives the person the contact info. for the correct department Tom transfers call to the correct department As needed, follow up with the original caller to let them know what is being done, status, if resolved (contact info stored in Database) Tom and the other department coordinate to handle the issue If complaint or incident info is needed in the field, access the record and print a copy of that record Investigate & Resolve issue Take notes on the paper copy of the form (store in “Open” bin on desk) Check in with other department to make sure issue is resolved Issue is resolved by Tom and other department Update the database record to indicate that this incident or complaint is Closed / Resolved If you printed a copy of the Form and took notes on it, file it in your Closed file cabinet Issue is resolved by Tom