Initial Customer Complaint Policy Training TRAINERS: Before conducting this training, please provide your training participants with a copy of the policy, and the desk aid and the Monitoring Tool for this policy. NOTE TO Trainer: The focus of this training is the existence of the WorkSource-wide Initial Complaint Policy. This training does not thoroughly cover how to deal with upset customers. Training Delivery Design: Group Group Delivery SCWDC Policy 06-07

WHAT YOU SHOULD KNOW BY THE END OF THIS TRAINING There is a Universal Complaint Initiation Process What constitutes a complaint Who takes a complaint When to refer a complaint Who to refer a complaint to (Who YOUR contact people are) Where a handy-dandy desk aid is located for your reference How and when to document a referral Where your poster is located Group Delivery SCWDC Policy 06-07

Group Delivery SCWDC Policy 06-07 Let’s Get Started What are your experiences with complaints? Have you ever referred a complaint to a manager? What was that like? What would you like to know about the Initial Customer Complaint Policy? Note to trainer: Solicit complaint stories and tie to training. Group Delivery SCWDC Policy 06-07

WE HAVE A UNIVERSAL COMPLAINT INITIATION PROCESS AT WORKSOURCE Your office has a universal complaint initiation process that is immediate and consistent between all partners. Universal means that all WorkSource offices, all staff, all partners, all partners’ staff follow this policy. We want to ensure that when a customer desires to file a complaint, this consistent and efficient protocol is used. Amongst the whirl of programs, partners, regulations, guidelines, laws and policies we have a Universal Complaint Initiation Process. Question: Does initial referrer have future responsibility to the client – what happens when the client comes back and asks what is going on with their complaint? Answer: The only thing the initial referrer needs to do is make a case note. The initial referrer has no further responsibility for the complaint –and customers requests for complaint info should go to the contact person. Group Delivery SCWDC Policy 06-07

WHAT CONSTITUTES A COMPLAINT? A complaint can be: an oral report an email handwritten allegations All are treated as complaints. While slide is blank, ask training participants: What forms do complaints come in? Group Delivery SCWDC Policy 06-07

COMPLAINTS: WHO TAKES THEM & WHEN DO YOU REFER THEM? Who: Everyone (all staff and partners) providing WorkSource services should know how to initiate a customer complaint referral. When: You must immediately notify customers who wish to file a complaint of their right to file a written complaint. Group Delivery SCWDC Policy 06-07

COMPLAINTS: WHO DO YOU REFER CUSTOMER COMPLAINTS TO? Each office has a primary and secondary complaint contact. You should know who the contacts are. Write in your Primary and Secondary Contacts on your Desk Aid now. Who are YOUR Primary and Secondary Complaint Contact people? Record your answer on your Desk Aid Group Delivery SCWDC Policy 06-07

Initial Complaint Process Desk Aid All One-Stop Staff, Partners, and Affiliates Know local process and complaint contacts Customer Complaint in the form of: Email, Handwritten, Written and Signed, or Oral Immediately notify customer of right to file a complaint Does customer wish to file a complaint? NO Jot a note about the occurrence for possible future reference YES Complaint Contact will document in referral log and provide follow up according to programmatic, state, and federal procedures and policies Refer to complaint contact Staff in offices that have SKIES should be encouraged to document such case notes in SKIES. Offices that don't use SKIES should be aware of their office's preferred documentation. Document case note. My Primary Office Complaint Contact: ____________________________________ My Secondary Office Complaint Contact: ____________________________________ Group Delivery SCWDC Policy 06-07

YOUR PART IN THE DOCUMENTATION PROCESS When you refer a customer to your complaint contact you must: Use your office specific documentation tool (e.g. SKIES, Outlook, Complaint Form, or other) to note: Names Times Relevant comments NOTE: Some WorkSource Centers do not Require the staff that initiate the complaint to document it in SKIES. Ask your manager for your local process. Staff who notifies customer of their right to complain needs to make a case note which will be used for potential future fact finding by the complaint contacts or management. Person who is either Primary or Secondary Complaint Contact documents all further info on the complaint. Group Delivery SCWDC Policy 06-07

Group Delivery SCWDC Policy 06-07 WHAT TO DOCUMENT IF A CUSTOMER REFUSES A REFERRAL TO THE COMPLAINT CONTACT Jot a note to yourself if a customer complains but does not wish to make a “formal” or written complaint to the complaint contact Just a helpful note that may or may not be referred to in the future Helps to jog your memory should questions arise Typically when customers are offered the option to document their complaint in writing, they decline. That’s why jotting a note can be helpful should they complain again or should they decide in the future to pursue a written complaint. Q&A Question: Who is responsible for documenting that a referral has been made? Answer: Contact Person Does initial referrer have future responsibility to the client – what happens when the client comes back and asks what is going on with their complaint. Answer: Refer them to the Contact Person Group Delivery SCWDC Policy 06-07

OUT OF YOUR HANDS AND BEHIND THE SCENES Complaint Contact responsibilities are to: Follow up on the complaint with fact finding methods and will document their efforts per requirements Receive training on all relevant governing laws, regulations, and policies (and that training should be documented) Coordinate on allegations involving multiple allegations, processes, partners, and agencies as appropriate Group Delivery SCWDC Policy 06-07

THE INITIAL CUSTOMER COMPLAINT POSTER A poster must be displayed in a highly visible area outlining the initial customer complaint process for customers to see. Posters must be in languages appropriate for the communities you serve. Where is your poster? Group Delivery SCWDC Policy 06-07

Potential Customer Complaints Scenarios: What Would You Do? Potential Customer Complaints Information for Trainers: There are 4 scenarios in this training. For each one, please solicit feedback and have a discussion about each scenario and how trainees would handle them. Tie trainee answers to the initial complaint policy expectations. Cover as many scenarios as you desire. The focus of this training is the existence of the Initial Complaint Policy and its expectations. This training does not thoroughly cover how to deal with upset customers. Group Delivery SCWDC Policy 06-07

Group Delivery SCWDC Policy 06-07 SCENARIO #1 A customer walks into your local WorkSource office and states she would like to file a complaint against WorkSource. The customer alleges that she was referred to a job after waiting 1 hour in the resource room. The next day, she drove 30 minutes to speak to the employer only to find out the job had been filled since last week. NOTE TO Trainer: How do customers feel when ignored? = Rejected How do customers feel when no eye contact or voice engagement? = Unimportant How do customers feel when second guessed? = Embarrassed How do customers feel when no resolution? = Cheated Group Delivery SCWDC Policy 06-07

Group Delivery SCWDC Policy 06-07 SCENARIO #2 A customer called with a complaint about the JSR process. She was frustrated about being called in “6 times”. She noted that one of our staff told her she didn’t do her logs right but she believed she had. Eventually she asked for the Supervisor and he told her everything was fine. She stated she felt discriminated against because she is African American.  I noted that she has a right to file a complaint.  She stated she doesn’t want to come to our office.  She stated, “Your staff make me feel stupid,”  “I am a college graduate with an AA and I am not stupid,”  “I follow the instructions on the website,”  “I have been through the orientations and know how to fill out my logs,” “Coming into the office feels like I am walking into a forest fire.” She repeated she feels discriminated against. She said all her African American friends are called to our office repeatedly but her white and Hispanic friends are not, that is discrimination.  Group Delivery SCWDC Policy 06-07

Group Delivery SCWDC Policy 06-07 SCENARIO #3 You are a WIA worker. Mr. Jones has been a participant in the WIA Dislocated Worker Program since 2/25/2010. He has been in training since 6/24/2010. He is a student in good standing at Perry Technical Institute where he has received excellent grades throughout his training. Today you told him that he will not get any more services. He states he deserves the services and has worked hard, and feels that now you are pulling the rug out from under him. Group Delivery SCWDC Policy 06-07

Group Delivery SCWDC Policy 06-07 SCENARIO #4 Since beginning a job that she was referred to by WorkSource, Mrs. Frank says her boss has been asking her out on dates. She stated that while she was working he asked her if she liked flowers. She stated that she did. He called later in the evening and asked her to, “Get something to eat”. She stated that it was too late to eat. He asked her to come and meet him and work with him and he would pay her. She stated no and quickly made an excuse to get off the phone. Since that call, he has called her over “50 times” and she is afraid that if she doesn’t respond that she will get fired. She is afraid. Group Delivery SCWDC Policy 06-07

Group Delivery SCWDC Policy 06-07 YOUR DESK AID Click HERE to access your Desk Aid. Desk Aids were created for each of the SCWDC policies for your reference. Group Delivery SCWDC Policy 06-07

Group Delivery SCWDC WS 06-07 Thank You! Thanks for your time and thoughtful responses today! One more slide to go … Group Delivery SCWDC WS 06-07

Group Delivery SCWDC WS 06-07 Documentation Time! Please go to the Survey Monkey survey created to document your participation in this training. https://www.surveymonkey.com/s/RF8CNMX The survey provides you an opportunity to provide us with feedback about the training while also providing your WorkSource Center the required documentation of staff training. We appreciate your going to this website and filling out this very short questionnaire! Group Delivery SCWDC WS 06-07