IMS AND FED/SEP TRAINING

COMPLAINT MANAGEMENT Workload window opens by default Workload Button allows you to open complaints that you have Read Level access for and are assigned to you (BUT NOT YET ACKNOWLEDGED BY YOU) Workload gives you notice and allows you to acknowledge new cases before the cases appear on Workload Management.

COMPLAINT MANAGEMENT You must acknowledge cases in Workload before they appear on Workload Management List (See page 3 of Federal Training Manual for ways to acknowledge complaint). ONGOING WORKLOAD BUTTON (OWB) lists complaints for which you are accountable. If not a supervisor, cases received in Workload are those sent to you to begin case processing.

COMPLAINT MANAGEMENT Complaints may be acknowledged by: Highlighting the complaint Selecting OK at the bottom of screen which will take you to the INFORMATION TAB for the complaint. OR Double –click on a complaint which takes you to the INFORMATION TAB.

COMPLAINT MANAGEMENT The Complaint Management window lets you manage information for one complaint. PLEASE REFER TO FEDERAL TRAINING MANUAL (PPGS. 4-5)

DOCKETING A NEW COMPLAINT SEARCH COMPLAINANT BUTTON Complainant details are initially entered in New Complaint Window. If you want to replace the current Complainant details, with the details for another complainant from IMS, you may use the Search Complainant dialog. (SEE PAGE 6 OF FEDERAL TRAINING MANUAL FOR DETAILS ON SEARCH CRITERIA FIELDS)

DOCKETING A NEW COMPLAINT When docketing a new complaint, complete as much information as possible about the complainant and the agency. COMPLAINANT In order to docket a charge (for IMS purposes) you must complete the fields that are marked by an asterisk (*). However, other essential information should be completed also: Address, e-mail address, Home – Work- Cell

DOCKETING A NEW COMPLAINT AGENCY INFORMATION Agency Number (if known) Agency Name (PLEASE USE THE DROP DOWN MENU TO SELECT THE NAME. ALSO USE THE SUB-UNIT TO IDENTIFY THE LOCATION, I.E. FOR TRANSPORTATION SECURITY ADMINISTRATION – DO NOT USE DEPARTMENT OF HOMELAND SECURITY – USE TRANSPORTATION SECURITY ADMINISTRATION.

INFORMATION TAB Fields marked by an asterisk are required by IMS While other fields are not required and are a local option, it is recommended that you complete: File Request, File Due, and File Received Dates. Although the Initial Conference Date does not have an asterisk, a Business Rule was created and the field must be completed prior to complaint closure

COMPLAINANT TAB Please refer to slide # 7 for the recommended information Additionally, there is Ethnicity, Race, and National Origin identification information which may be later called for. However, there are local options which may apply.

AGENCY TAB Displays data that was entered in the agency display pane when docketing the complaint. This is where you may also change the Agency Name if an error was made when entering the information in the docketing process. This information is also used to populate forms and letters in IMS.

1614 TAB Please refer to page 9 of the Federal Training Manual

NOTES TAB In addition to the uses for notes described on ppgs 11-12, you may also use the note fields to describe actions that you have taken. However, please be advised that these notes may be disclosed under FOIA regulations.

CLAIMS TAB This information is entered using the information on the acceptance letter. After you select the Claims Tab, select the add/modify primary button. You may then enter the Statute, Basis, and Issue information (PLEASE SEE PAGES 13-15 OF THE FEDERAL TRAINING MANUAL).

ACTION TAB In order to engage this tab, select ADD. This brings up a screen which permits you to enter the Action Group. Please see the pages 62-68 of the FTM for codes and the categories. Select the action description Select the date Enter comments as needed. Select apply and done to preserve your action.

BENEFITS TAB ADDITIONAL ADDRESS TAB Please refer to pages 18 - 21 for instructions on entering information for these tabs. PLEASE NOTE THE ADDRESS TAB IS IMPORTANT IN THE RELATIONSHIP TO FED/SEP BECAUSE IF THE AGENCY LEGAL REPRESENTATIVE IS NOT ENTERED, IT SHOULD BE ENTERED HERE SO THAT THE REPRESENTATIVE MAY ACCESS THE COMPLAINT.

MOTIONS AND CATEGORIES TABS TO BE DISCUSSED LATER

QUESTIONS PLEASE FORWARD QUESTIONS TO ALMA ANDERSON.