Citizen Complaint Flashcards
1
Q
Citizen Complaint required steps:
A
Issue: Citizen Complaint
Immediate Actions
- Assure citizen that complaint will be investigated and follow-up will be provided
Investigate
- Citizen name, phone number, address, what happened, would they like a response
- Identify unit/employees involved
- Written statements from all parties and witnesses
- Interview employees
- Review personnel files
Notify
- Battalion Management Team (BC and EMS Supervisor)
- Professional Standards Office if applicable
Document
- Supervisors notes (names, date, time)
- FRD-019 Inquiry Intake Form (EMS Complaints) to EMS Supervisor, EMS BC and EMS DFC
Follow up
- Response to citizen (from me or Fire Chief’s Office)
- Recommend progressive discipline to BC as appropriate
- Delegate training for the shift to LT or Master Technician on SOPs, station policies, and ways to prevent future occurrences
- Review training in 3 working days, have the training delivered in 6 working days
