1. 1Individual Delivery Policy: SCWDC WS-06-07 Training Delivery Design: Individual Recommended:  Read the policy prior to taking this training.  It is helpful to have a copy of the Desk Aid with you while you participate in this training.  The Monitoring Tool for this policy is available so you can see what staff knowledge monitors will be assessing. 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.

2. 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 2Individual Delivery Policy: SCWDC WS-06-07

3. Let’s Get Started Please note your answers to the following:  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? 3Individual Delivery Policy: SCWDC WS-06-07

4. 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. 4Individual Delivery Policy: SCWDC WS-06-07

5. WHAT CONSTITUTES A COMPLAINT? What forms do complaints come in? A complaint can be: an oral report an email handwritten allegations All are treated as complaints. 5Individual Delivery Policy: SCWDC WS-06-07

6. 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. 6Individual Delivery Policy: SCWDC WS-06-07

7. 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. 7Individual Delivery Policy: SCWDC WS-06-07

8. Initial Complaint Process Desk Aid All One-Stop Staff, Partners, and Affiliates Know local process and complaint contacts Immediately notify customer of right to file a complaint Does customer wish to file a complaint? Refer to complaint contact Jot a note about the occurrence for possible future reference NO YES Document case note. My Primary Office Complaint Contact: ____________________________________ My Secondary Office Complaint Contact: ____________________________________ Complaint Contact will document in referral log and provide follow up according to programmatic, state, and federal procedures and policies Customer Complaint in the form of: Email, Handwritten, Written and Signed, or Oral Customer Complaint in the form of: Email, Handwritten, Written and Signed, or Oral 8 Individual Delivery Policy: SCWDC WS-06-07 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.

9. 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. 9Individual Delivery Policy: SCWDC WS-06-07 Staff who notify the customer of their right to complain should make a case note which will be used for potential future fact finding by the complaint contacts or management. Your Primary or Secondary Complaint Contact documents all further info on the complaint.

10. 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 10Individual Delivery Policy: SCWDC WS-06-07

11. WHAT TO DOCUMENT IF A CUSTOMER REFUSES A REFERRAL TO THE COMPLAINT CONTACT 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. 11Individual Delivery Policy: SCWDC WS-06-07

12. WHAT TO DOCUMENT IF A CUSTOMER REFUSES A REFERRAL TO THE COMPLAINT CONTACT Question:  Who is responsible for documenting that a referral has been made?  Answer: Contact Person 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: Refer them to the Contact Person 12Individual Delivery Policy: SCWDC WS-06-07

13. 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 13Individual Delivery Policy: SCWDC WS-06-07

14. 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? 14Individual Delivery Policy: SCWDC WS-06-07

15. Scenarios: What Would You Do? 15Individual Delivery Policy: SCWDC WS-06-07

16. SCENARIOS  There are 4 scenarios upcoming in this training. For each one, please think about each scenario and how you would handle them. Refer to to see if your response aligns with 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. 16Individual Delivery Policy: SCWDC WS-06-07

17. Considering Customer Feelings  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? 17Individual Delivery Policy: SCWDC WS-06-07

18. 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. 18Individual Delivery Policy: SCWDC WS-06-07

19. 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. 19Individual Delivery Policy: SCWDC WS-06-07

20. 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. 20Individual Delivery Policy: SCWDC WS-06-07

21. 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. 21Individual Delivery Policy: SCWDC WS-06-07

22. YOUR DESK AID Click HERE to access your Desk Aid.HERE 22Individual Delivery Policy: SCWDC WS-06-07

23. THANK YOU! Thanks for your time and thoughtful responses today! One more slide to go … 23Individual Delivery Policy: SCWDC WS-06-07

24. Follow-up and Documentation  All WorkSource staff should take these trainings. So that your office receives recognition for your efforts spent in this training, please click on the following Survey Monkey link and complete the Survey Monkey questionnaire created to document all staff accomplishment of these SCWDC Policy Trainings.Survey Monkey questionnaire 24 Individual Delivery SCWDC Policy 06-07