Admin Order 58-15-21 - Laserfiche WebLink

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Initial Contact — Request for Service Actions: Timelines: Create Request for Service (RFS) in MMS using one of the Investigation and response to the request applicable codes. within 30 calendar days from date of Staff assigned to the selected MMS code reviews the Acknowledge receipt (if requested) of the request and acknowledges its receipt. request for service within 5 business days. (Document acknowledgement in the MMS record.) Track phone calls through the action log notes. • The grievance must be filed within 180 days of the (E-mail, voice mail or on-line requests only) If the incorrect MMS code was used, forward and revise the code or work group to appropriate team. Follow-up on the revision to ensure acknowledgement timeline is met. Response — Request for Service Actions: Timelines: Create WO then investigate the request for service and Investigation and response to the request respond with information within 30 calendar days from date of submitting a grievance. Should be able to find the acknowledgement. Close WO in MMS Once issue has been solved or addressed Initial Contact - Grievance Actions: Timelines: Record grievance in MMS. Written decision within 15 business days of • Note a request for service must be filed prior to interview (or date interview is declined). submitting a grievance. Should be able to find the previously submitted request in MMS and make Extensions in 15 business day increments are the grievance a "child" of the original request. allowed upon notification. • The grievance must be filed within 180 days of the request for service response. If not filed within this timeline, it should be re-entered as a request for service (not a grievance). Staff assigned to the selected MMS code, review the Acknowledge receipt of the grievance within 5 grievance and acknowledge its receipt. Create a WO business days. (Document acknowledgement in the MMS record.) Public Works Section (Team) Manager initiates contact and Contact and interview complainant within 15 interviews complainant. Complainant may decline the business days from acknowledgment. interview. (Document contact and interview in MMS record) Investigation and Response — Grievance (Section or Team Manager) Actions: Timelines: Complete any additional investigation and prepare a Written decision within 15 business days of written decision in the format requested by the interview (or date interview is declined). complainant. If additional time is needed to investigate or respond to the Extensions in 15 business day increments are complaint, notify the complainant. allowed upon notification. Appeal — Grievance (Public Works Director or Division Manager designee) Actions: Timelines: Public Works Director will meet with the complainant, unless declined by the complainant. Meeting within 15 calendar days of the date of appeal.