Admin Order 58-15-21 - Laserfiche WebLink

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APPENDIX 9.4 Request for Service and Grievance Criteria and Procedures Decision Criteria The follow criteria will be used by Public Works staff and decision -makers in evaluating requests for service and grievances: • The Public Works ADA Transition Plan for Facilities within the Right of Way. • Engineering principles as described in the Public Improvements Design Standards Manual and the 2011 Notice of Proposed Rulemaking for ADA Guidelines for facilities within the Right of Way (until a final rule is adopted is adopted by FHWA/DOJ). • Existing local, state and federal laws regulating the use of public ways. • The efficient use of the public way by the public. For example, distance to nearest accessible crossing, how long has barrier been an issue for complainant. • The use of abutting property. • The intensity of the use of the street by vehicles and pedestrians. • The physical condition and characteristics of the street and abutting property. • Construction within or adjacent to the street. Investigation Criteria and Procedures 1. Initial Contact — A complaint may be filed in a variety of methods — in person, by telephone, mail and on- line. The complaint will be recorded in MMS and an acknowledgement of receipt will be sent to the complainant that describes the next steps to processing the complaint. 2. The complaint shall be investigated unless: • The complaint is withdrawn. • There has not been a Request for Service (RFS) made. • The complainant fails to provide required information after numerous requests. • The complaint is not timely filed. • Any issues that do not involve ADA barriers within the right of way will be directed to the appropriate entity. Under no circumstances is the complainant discouraged from filing a complaint. • Barrier is not within City's jurisdiction. (private property, ODOT, Lane County) 3. The authorized staff representative (per Transition Plan process or by delegation) will contact the complainant in order to acknowledge receipt of the complaint, introduce self and provide personal contact information, review the complaint, explain the grievance process and schedule an interview. 4. The "investigator' shall prepare a written record of the investigation which includes: • The name of the complainant, contact information and additional preferences for communication (in addition to the required written response). • Basis of complaint — i.e., Complainant's description of the barrier in the right way. • Remedy sought by the complainant. • Information needed in order to address the issue — include sources for information and key staff. • Estimated investigation timeline. Conducting the investigation: • The investigation will address only those issues relevant to barriers within the right of way. • While the information is subject to public information laws, confidentiality will be maintained as much as possible. Oftentimes people may self -disclose personal