1. 11/18/2018
Presented By: Mrs. Cynthia Edwards, Director, Assistance & Investigations
Complaint Analysis

2. ENABLING LEARNING OBJECTIVES
Know the definition of Complaint Analysis.
Understand how to determine if a complaint is IG Appropriate.
Understand the difference between Issues and Allegations.
Understand how to properly draft an Allegation.
Demonstrate the ability to analyze complaints.

3. Complaint Analysis Enter EVERY Complaint into CMS – EXCEPT SO and CIG
11/18/2018
Complaint Analysis
Enter EVERY Complaint into CMS – EXCEPT SO and CIG
READ THE ENTIRE COMPLAINT!
Use a Complaint Analysis Worksheet
Do a CMS name check for every individual mentioned in the complaint and attachments (Contact Higher/IGMC if warranted)
List EVERY complaint and evaluate each one separately
Determine if IG Appropriate
INTERVIEW THE COMPLAINANT!
Develop a proposed COA for EACH issue/allegation
Investigations: Concurrence CIG and SJA - Brief CG or C/S

4. Complaint Analysis: Complainant Interview
In-Person / Telephonic / “Conversation”
Article 31b Rights Advisement?
Recorded and Sworn?
Anonymous?
Command Interaction?
Ensure you get all relevant information
Dates, Times, Locations, Witnesses
Desired Outcome
Assess credibility and manage expectations

5. Complaint Analysis: IG Appropriate
If it entered the IG World it stays in the IG World
When to REQUEST TRANSFER to another CIG or IGMC
When to Refer/Redirect the COMPLAINANT
When to Refer the COMPLAINT
When to send an ACK_END

6. Complaint Analysis: Develop a COA
Everything in a Complaint is either an ISSUE or ALLEGATION

7. Complaint Analysis: Issue
11/18/2018
Complaint Analysis: Issue
Issue - a request for information or assistance to the IG/CIG that does NOT contain a CREDIBLE allegation of FWA or Mismanagement.
Analyze information received from Complainant
Individual issue
Systemic issue
Policy debate
Request for Assistance
Command matters
It is possible for an Issue to develop into an Allegation
Examples:
Individual: Pay Problem – Medical Board Status – Record Correction
Systemic: Moldy Barracks in Okinawa
Policy Debate: The Social Media Policy is Stupid – Males & Females should train together at Parris Island and San Diego
Command Matters: Hazing – Non-support
Request for Assistance: I need my records from 1952 –

8. Complaint Analysis: Allegation
11/18/2018
Complaint Analysis: Allegation
Allegation – A complaint of FWA or MM that, if true, would violate a law, regulation, or policy.
Formulate a proper allegation
Who?
Did or did not do what?
In violation of what standard?
When?
Consult with your SJA/CL when formulating allegations BEFORE proceeding with an investigation
NO ALLEGATION = NO INVESTIGATION

9. Warm up / Stretches
Complainant = Female Civilian “The Marine Capt who lives next door to me is a very bad man who lets his dog poop on my lawn - brushes his dog’s hair in common areas – throws trash outside dumpster – he violates HOA rules”
ACK_END
CIVIL COURT MATTER

10. Warm up / Stretches
Complainant = Anonymous “The Squadron CO ignores all sorts of safety protocols and someone is going to end up getting killed”
IG ACTION
INVESTIGATION

11. Complainant = Male Civilian “Sergeant Carter stole my deer skull”
Warm up / Stretches
Complainant = Male Civilian “Sergeant Carter stole my deer skull”
COMMAND INFO
The Sgt was a taxidermist-hobbyist. The Complainant paid him to do 2 deer skulls and only got 2 back. It is valued at $100.00
The Sgt did have his deer skull – claimed he PCS’d and didn’t have the Complainant’s address - and returned it –everyone is happy!

12. Warm up / Stretches
Complainant = Male GySgt “My SgtMaj is sleeping with my wife and the CO knows it and won’t do anything – AND I HAVE TO BE IN HIS RETIREMENT PARADE FORMATION!”
COMMAND ACTION (One level up)
Adultery and Command Inaction

13. Warm up / Stretches
Complainant = Female LCpl “My command is toxic, there is unfair treatment, bullying, ostracism, discrimination and hazing and now they are targeting me because it came to light”
Retaliation? Military Whistleblower Reprisal? Command Climate Issues?

14. Warm up / Stretches
Complainant = Anonymous “The boss, Mr. GS-15, is NEVER at his desk; he favors Ms. GS-12 and she puts all these comp time hours in and he certifies them – but she doesn’t actually work the hours”
IG ACTION
INVESTIGATE TIME CARD FRAUD x 2
Never at his desk = ISSUE

15. Practical Exercise Read the Complaint
11/18/2018
Practical Exercise
Read the Complaint
Complete a Complaint Analysis Worksheet
Identify all of Issue(s) and/or Allegation(s)
Develop a COA
Transfer – only to another CIG or IGMC
Assistance – resolve issues OR send to another entity (PCA!)
Refer – to another entity (PCS!)
Dismiss
Investigate
Be Prepared to brief your analysis to the group!
Could have both – Issues and Allegations
TARDI – Transfer / Assist / Refer / Decline/ Investigate
ID IG Actions – to include correspondence (Command Info/Action or IG Info/Action)
Each individual will be randomly selected to brief to the group a case, so read everything
Reminders: Protect privacy / confidentiality
Were there any emergent allegations?
What kind of additional docs would you request?

16. Practical Exercise
Hotline Complaint # 1

17. Practical Exercise
Hotline Complaint # 2

18. Practical Exercise
Hotline Complaint # 3

19. Practical Exercise
Hotline Complaint # 4

20. Practical Exercise
Hotline Complaint # 5

21. 11/18/2018
Questions?