Process Map for Handling Inquiries Incidents and Complaints

Process Map for: Handling Inquiries, Incidents, and Complaints Map current as of June 20, 2012 Person left a message on Tom’s phone Person calls and Tom answers Person walks in Person sends an email Person sends a letter Determines the nature of the person’s call/email/visit Inquiry Incident Person states their question in more detail Tom gives an immediate answer (seldom documented) Person needs to talk to another department Complaint Person details complaint Tom needs to get back to person with answer Gather information about the incident from the person (may or may not document at this point) If complaint doesn’t sound like it needs extensive documentation, take notes on notepad Tom transfers call to the correct department (not documented) If complaint is serious / needs to be documented, record complaint info on a Complaint Form Tom gives the person the contact info for the correct department (not documented) Tom takes down person’s contact info to call them back Other department involvement needed Health Department can handle on its own Tom researches / finds answer Tom calls person back with answer Contact the other department to discuss The other department handles the issue (most often = code enforcement) If something makes Tom think it might be important to remember this inquiry, he documents it the inquiry in his notebook Check in with other department to make sure issue is resolved If issue is routine / minor, may document informally Health Dept. and the other department coordinate to handle the issue Issue is resolved – more frequently documented If issue is non-routine, serious, start documenting immediately on Complaint Form and Continuation Sheet rather than notebook Investigate & Resolve issue Minor / routine issue is resolved – seldom documented As needed / As appropriate – At various points in the process -- Follow up with the original caller to let them know what is being done, status, if resolved = Identified Issue / Opportunity Non-routine / serious issue is resolved – always documented on complaint form