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Assess, Categorize and Maintain a Log of Complaints and Grievances

Policy: 

Upon receiving communication from participants or representatives, whether via phone, in person or in writing, F/EA <<Staff Title>> determine if the communication must be classified as a complaint or grievance. Staff is trained, within 15 days of employment as a F/EA <<Staff Title>>, on handling complaints and grievances. 

Any communication that should be categorized as a complaint is recorded as such with applicable details. Complaint records are maintained for a minimum of 7 years per File Retention Policy.
Procedure: 

Assess Communication and Determine if it is a Complaint or Grievance

  1. As calls and mail are received, F/EA staff must assess whether the communication from a participant should be categorized as a complaint or grievance
  2. Some communication is clearly categorized as a complaint or grievance:
    • The participant states over the phone or in writing that they are reporting a complaint
    • The participant requests to speak with a manager or supervisor to report an unresolved issue
    • A grievance is reported in writing
  3. Some communication is more difficult to classify as a complaint or grievance and requires follow-up questions:
    • The participant is clearly upset, speaking loudly or with strong language
    • The participant accuses F/EA of negligence
    • The participant reports a negative impact that action or lack of action by F/EA has had on his/her life
  4. When communication is not clearly a complaint, Customer Service staff will ask the caller if they would like to lodge a complaint
    • If the caller responds in the affirmative, the issue should be logged as a complaint
    • If the caller declines the opportunity to lodge a complaint, the issue should not be logged as a complaint
  5. In general, issues of the following nature are not deemed complaints, unless they are also characterized by complaint criteria identified in step 2 and step 4:
    • A participant reports that a check that was expected has not yet been received
    • A participant reports that the check received was for a different amount than expected
    • A participant reports trouble faxing a timesheet to F/EA
    • A participant reports trouble completing participant or Worker start-up packages
    • A participant reports receiving an over-usage letter and questions the validity of the letter
 
Record Complaints or Grievances
  1. Once communication, either received via phone or mail, has been classified as a complaint or grievance, it must be logged
  2. <<Staff Title>> log the complaint or grievance in Payroll System per the process outlined in Policy and Procedure document
  3. The following information must always be recorded:
    • Code <<X>> in the “Caller” field for complaint
    • The participant’s name
    • The date of communication
    • The time of communication
    • The complaint or grievance
    • The method by which communication was received (phone, voicemail, writing, in person)
Internal Controls: 

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

  1. Policies and Procedures document how to classify communication as a complaint or grievance
  2. Staff are trained on handling complaints and grievances within 15 days of employment as a <<Staff Title>>
  3. Complaints and grievances are coded as such and recorded in detail in the Customer Service System
  4. Recorded complaint and grievance data is stored for a minimum of 7 years per File Retention Policy