GO 300-32 Processing Complaints and Employee Issues

Question 1

The department shall process issues and complaints related to employee performance through the _____________

Answer 1

Internal Affairs Division/Central Intake Office (IAD/CIO).

Question 2

Using the Issue ____________ shall standardize the initial intake of issues, complaints, and grievances (hereinafter referred to as issues).

Answer 2

Record Form (IRF), IAD/CIO

Question 3

Alternative Dispute Resolution (ADR)

Answer 3

A department unit assigned the task of processing job-related issues eligible for resolution by one of four separate sections: Mediation, Employee Relations, Grievance, and Employee Representative Council.

Question 4

Internal Affairs Division Case Management System (IADCMS)

Answer 4

A specific database used to facilitate recording and tracking of all issues.

Question 5

Issue Acknowledgement Form (/AF)

Answer 5

The department form generated by the IADCMS after the shift tracking coordinator has entered the IRF. The IAF is given to citizens and employees as an acknowledgement that the department has recorded the issue. The IAF also provides the issue tracking number.

Question 6

Issue Record Form (/RF)

Answer 6

An electronically generated form obtained from the IADCMS used for receiving information related to an issue. The primary functions of this form are to generate issue tracking numbers and initiate the issue resolution process. The IRF template is available on the department’s Intranet Portal if the IADCMS is not available.

Question 7

Issue Resolution Record (/RR)

Answer 7

A department form used by ERC representatives for documenting and presenting an employee’s ERC issue to division commanders. This form is available on the ADR Website via the department’s Intranet Portal.

Question 8

When possible, employees shall first attempt to resolve any routine managerial and employee matters within their immediate_______________

Answer 8

chain of command

Question 9

_____ shall act as a centralized intake center for all issues requiring department intervention for both citizens and employees.

Answer 9

IAD/CIO

Question 10

Employees who have issues regarding a policy or procedure that cannot be resolved within their immediate chain of command may report issues to their divisions’ _____ representatives.

Answer 10

ERC

Question 11

If an employee’s issue is eligible for the ERC process, the ERC representatives shall complete an ERC__________ form and include the employee’s division commander’s signature indicating whether the issue is able to be resolved at the division level.

Answer 11

Issue Resolution Record (IRR)

Question 12

To initiate the grievance process an employee shall proceed directly to the _____Unit.

Answer 12

ADR (Alternative Dispute Resolution)

Question 13

Supervisors shall abide by General Order 300-11, Discrimination, Harassment, and Other Prohibited Conduct, when they are advised of any matter that may involve discrimination or harassment. Supervisors who witness or are advised of misconduct as outlined in General Order 300-11, Discrimination, Harassment, and Other Prohibited Conduct, shall ensure IRFs are generated and transmitted electronically to the ____________.

Answer 13

Central Intake Office

Question 14

Supervisors shall give employees initiating such issues a copy of the ____including the issuing tracking number. Supervisors shall then refer employees to CIO and ADR when applicable for further processing.

Answer 14

IAF (Issue Acknowledgement Form)

Question 15

The_____________________ governs the use of the SI process.

Answer 15

Corrective Action Manual

Question 16

When a supervisor elects to use the SI process, the supervisor shall have the ____________ initiate an IRF and obtain an issue tracking number from the IADCMS.

Answer 16

shift tracking coordinator

Question 17

The intervening supervisor shall inform the party raising the issue of the outcome within ___calendar days of initiating the IRF and make an entry in the IADCMS indicating that notice was given.

Answer 17

30

Question 18

All complaints coming to the attention of an employee shall be brought to the attention of the
employee’s immediate _____who shall ensure the division commander is notified.

Answer 18

supervisor

Question 19

Supervisors shall accept and record phone-in complaints if the complaints involve allegations of
_______________.

Answer 19

serious misconduct (Class I)

Question 20

Other phone-in complainants shall be advised they need to make the complaint in person so a ______________can be obtained or mail a notarized statement with specific details of the complaint to IAD/CIO.

Answer 20

notarized sworn statement

Question 21

Supervisors who receive phone-in complaints regarding allegations of serious misconduct shall immediately make the appropriate notifications, including notifying ____, as required by this and related General Orders (see section 12).

Answer 21

IAD

Question 22

Supervisors shall obtain _________from walk-in complainants.

Answer 22

sworn statements

Question 23

Supervisors who receive issues shall sign the IRFs and send the original to CIO immediately. If
the walk-in complainant refuses to provide a sworn statement, then the supervisor shall make a
notation of the refusal on the ____.

Answer 23

IRF (Issue Record Form)

Question 24

At the time the complaint is received, receiving supervisors shall give all walk-in complainants
an ____including the issue tracking number for the case. Likewise, phone-in complainants shall
be provided the information verbally.

Answer 24

IAF (issue acknowledgement form)

Question 25

Supervisors shall refer to the department’s ___________ for specifics regarding
expedited investigations.

Answer 25

Corrective Action Manual

Question 26

When complainants contact IAD/CIO directly, ____________ shall conduct interviews and
initiate IRFs. Complainants shall be given an IAF including the issue tracking number.

Answer 26

intake sergeants

Question 27

Supervisors shall process any evidence submitted to them in accordance with General Orders
and cross-reference the property tag numbers on the IRFs in the _____.

Answer 27

IADCMS (Internal Affairs Division Case Management System)