1. iComplaints
Internet Complaints Tracking
Army User Training

2. iComplaints Terms you need to know
Case
Case Age
User
User Role
Processing Office
Activity-Against
Events
EEO Contact Case
Complaint Case

3. iComplaints Terms you need to know
Case
Everything in iComplaints is a “case”
There are 4 kinds of cases...
EEO
Contact
Case
Informal
Complaint
Case
Formal
Complaint
Case 1
Class
Complaint
Case 2

4. iComplaints Terms you need to know EEO Contact & Complaint:
Case
EEO Contact & Complaint:
Has Case Number (Docket Number)
Is ‘open’ or ‘closed’
Has a type:
EEO Contact
Informal Complaint ‘I’
Formal Complaint ‘F’
Class Complaint ‘C’
Has a Subject block

5. iComplaints Terms you need to know
Case
Complaint:
Has a Case Entry Date
Has an Age
Consolidated (Y/N)
Remanded (Y/N)
Belongs to a Processing Office
Has an Activity-Against
Belongs to a Case Manager
Belongs to a Processor

6. iComplaints Terms you need to know
Case Age
Normal allowable ages...
Informal Complaint is 30 days. Measured from Initial Contact.
Formal Complaint is 180 days. Measured from Formal Filed.
Class Complaint is 180 days Measured from Class Filed.
Events can extend the allowable age of a Complaint.
One or more Green bars indicate that all case processing events are on schedule and that the case status is Normal.
0 to 60% of allowable age.
One or more Yellow bars indicate that an approaching case processing deadline currently or will soon require the user’s attention. The case status is Low Alert % of allowable age.
Solid red bars indicate that a case processing deadline is imminent and requires the user’s immediate attention. The case status is High Alert % of allowable age.
Flashing red bars indicate that a case processing deadline has passed without the required action taking place. The case status is Past Due. More than 100% of allowable age.

7. iComplaints Terms you need to know
User
Has Processing Office(s)
1 For setting Case Numbers
1 For Case Manager & Processor Assignment
1 or more used by SEARCH
Can have 1 or more MACOMs/Sub Cmds
Used by CA ANALYSIS
Can be a default Case Manager for a Processing Ofc.
Has a Role.
Has a User ID & Password.

8. iComplaints Terms you need to know
User Role
Case Manager
At each MACOM & Field EEO Office
Must be assigned to a case to be “the” case manager
(Unless you are the default case manager).
Processor
At each MACOM & Field EEO Office
Must be assigned to a case to be “the” processor
(Unless you created the case).
MACOM Case Manager or Processor
At each MACOM EEO Office. Can use CA ANALYSIS.
EEOCCR Analyst
At EEOCCR Office only. Can create special Events.

9. iComplaints Terms you need to know
User Role Privileges
MACOM Processor
Case Manager
MACOM C.M.
Processor
EEOCCR
Privilege:
Manage Cases yes yes
Process Cases yes yes yes yes
Search Cases yes yes yes yes yes
CA Analysis yes yes yes
View A Case yes yes yes yes yes
Create A Case yes yes yes yes
Delete A Case yes yes yes yes
Edit A Case yes yes yes yes yes
Edit EEOCCR Events yes
Assign A Case Manager yes yes
Assign A Processor yes yes yes yes 9

10. iComplaints Terms you need to know
Processing Office
A Case belongs to 1 Processing Office (P.O.)
A User belongs to 1 P.O.
Users also have 1 or more P.O.s for case access.
Used by SEARCH
1 user is the default Case Manager for a P.O.
Types: Field Offices, MACOM Offices, EEOCCR.
MACOM Offices have “HQ” in their title.
“Army EEO” is not a real P.O.

11. Processing Office Hierarchy Sample
Identifies the EEO Office that is processing the case
1-Agency
Army EEO*
2-MACOM
ARSB*
INSCOM*
IMA*
USACE*
MDW*
AMC*
3-Office
EEOCCR HQ HQ HQ HQ HQ
NGIC
IMANE
CEBALT
TACOM
IMASW
CEJAPAN
SIERRA
JACKSON
CELROCK
RRAD
KNOX
CEOMAHA
* Not an actual Processing Office; it is used for rollup purposes only

12. iComplaints Terms you need to know
Activity-Against
Identifies the ‘Respondent’ of the Complaint.
Made up of 5 data elements...
Agency Mandatory. The default is ‘Army’.
MACOM Mandatory if Agency=Army.
Sub-Command Optional. Includes IMA, USACE, USAR Regions.
Installation Optional. Location of Respondent organization.
Organization Optional. Free-form text.
Users can have 1 or more Agency/MACOM/
Sub-Command values for case access.
Used by CA ANALYSIS (Agency/MACOM/Sub-Command)

13. Activity-Against Hierarchy Sample
Identifies the Respondent (the activity the case is against)
1-Agency
Army
Navy
Dept of State
NASA
DLA
2-MACOM
INSCOM
IMA
USACE
AMC
MDW
Europe
3-Sub-Command
IMA HQ
COE HQ
AMC HQ
V Corps
IMA NE
Dist
AMCOM
VII Corps
IMA SW
Dist
TACOM
1st PERSCOM
IMA Pac
Dist
USASAC
42nd MP Grp
IMA Eur
AFSC
Special Forces

14. iComplaints Terms you need to know
Events
Cases will have many events. These are the heart
of iComplaints.
Each event has a type, category & action.
Type: Informal, Formal, Class
Category: “Pre-Complaint Counseling”, “Hearing”, “ADR”, etc.
Action: “NSA Forwarded for Legal Revw”, “Hearing Started”, etc.
Each event has a date.
Each event has a comments block.
Events can extend the allowable age of the Complaint.
Certain events are “mapped” to the 462 report.

15. iComplaints Terms you need to know
Events
Informal Case
Formal Case
Class Case
Pre-Complaint Counseling
Letters
ADR
Informal Closure
Formal Processing
Letters
ADR
Investigation
Hearing
Appeal **
Final Agency
Action/Decision **
Formal Closure
Class Processing
Letters
Hearing
Appeal **
Final Agency
Action/Decision **
Class Closure
** EEOCCR Events

16. iComplaints Terms you need to know
Events: Closures
Informal Case
Class Case
Notice of Right to File Received
Settlement (ADR)
Settlement (non-ADR)
Formal Filed (no Settlement/NRF)
-or-
Case Reopened
Dismissal
Final Agency Decision (Merit)
Final Agency Action (AJ)
Settlement (ADR)
Settlement (non-ADR)
Withdrawal
-or-
Case Reopened
Formal Case
Dismissal
Final Agency Decision (Merit)
Final Agency Action (AJ)
Settlement (ADR)
Settlement (non-ADR)
Withdrawal
-or-
Case Reopened

17. iComplaints Terms you need to know
EEO Contact Case
EEO Contact & Complaint Contact are not the same thing.
Used for Information Inquiries and Precomplaints.
Anatomy of an EEO Contact...
Case ID
Case Number
Processing Office
Case Manager
Contact Details
Date
Comments
Person Info
Contact Events
Action
Date
Comments
Contact Events
Action
Date
Comments
Contact Events
Action
Date
Comments

18. iComplaints Terms you need to know
EEO Contact Case
CREATE CASE
EEO CONTACTS LIST
EEO CONTACT DETAILS 1
EEO Contact Case 1
Enter a new EEO Contact
Person & Address Info 2
Click on existing EEO Contact
Add EEO Contact Data 2
EEO CONTACT DETAILS
EEO CONTACT
Person & Address Info 1
Displays EEO Contact Data & Event History
Edit EEO Contact Data 1
Edit EEO Contact Data 2 2
Edit Contact Event(s)
EEO CONTACT EVENT 3
Add a Follow-Up Contact Event
Date, Comments 4
Convert EEO Contact to Informal Complaint 3
Close EEO Contact
Edit EEO Contact Event 5 4 6
Delete EEO Contact
Change Processing Office (optional)
Add Activity-Against Data
Specify Initial Contact Date

19. iComplaints Terms you need to know
Complaint Case
Anatomy of a
Complaint...
Case ID
Case Number
Processing Office
Activity Against
Case Manager
Processor
Type (I,F,C)
Complaint Events
Type (I,F,C)
Category
Action
Date
Comments
Category & Action
Associated w/ Claim
Complaint Details
Initial Contact Date
Remanded (Y,N)
Subject (comments)
Contact Event
Claims
Corrective Actions
Contact Event
Contact Event
Complainant
Statutes
Contact Event
Contact Event
Contact Event
Contacts
Closure
Date
Action
Comments
Fees
Contact Event
Contact Event
Documents
Contact Event
Contact Event

20. Complaint Case iComplaints Terms you need to know
4 Ways to bring up a complaint case record....
Search
(button)
CA Analysis
(button)
List all cases where
List all cases where the
the case’s P.O. matches
case’s Agency-MACOM-Sub Cmd
Case Records
your case access P.O.(s)
Case Records
matches your reviewer access
Case Records
Process Case
(click a link)
Manage Case
(click a link)
List all cases where
List all cases where
you are the
you are the
case’s processor
case’s case manager

21. iComplaints Terms you need to know
Complaint Case
MANIPULATE CASE
SEARCH
CA ANALYSIS
Process Case
Manage Case
CASE LIST
CASE LIST
CASE LIST
Click on a Case
Click on a Case
Click on a Case
CASE SUMMARY
CASE SUMMARY
Displays Case Info
Displays Case Info
CASE DETAILS
Edit the Case
Displays Complaint Data
Case Summary 1
Delete Case 2
CASE DETAILS
View Case Summary 3 4
Subject, P.O., Act. Against
Edit Case Data 4
Edit Case Tabs
Edit Case Data 5 5
Complainant
Contacts
Claims
Events
Corr Action
Statutes
Documents
Fees
Closure

22. iComplaints Login Screen

23. iComplaints Welcome Screen

24. iComplaints Menu

25. iComplaints EEO Contact Details
Top Half
Bottom Half

26. iComplaints Case Details

27. iComplaints Complainant

28. iComplaints Case Events

29. iComplaints Case Closure