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Citizen Complaint

Corrections - Acting Sergeant

A citizen complaint can only be reviewed if in-person or by telephone. (True or False) False ( Letter and Email are also acceptable)
When responding to a complaint in person, you should remain in a crowd to avoid an allegation of misconduct (True or False) False
You should never provide the complainant your name. Simply advise them that you are the supervisor. False
Is it appropriate to apologize on behalf of the Department? (Yes or No) Yes
A complaint should be forwarded to the Shift Commander, who will determine next steps. (True or False) False
In matters involving customer service, the citizen is always right. (True or False) False
Obtaining general information from the citizen is appropriate for documentation purposes. (True or False) True
A citizen has requested to speak to a supervisor about their visit. You should? a. Have Reception staff answer their complaint b. Have Visiting Control staff answer their complaint c. Respond to Reception and answer their complaint (c). Respond to Reception and answer their complaint
A family arrives to visit, with the inmate admitted to a hospital. a. Have Reception inform them that no details are available. b. Respond, and advise of the security/medical care. c. Take no action, and contact the Shift Commander. (b). Respond, and advise of the no contact security measure, and that medical care is being provided.
Always advise your supervisor of a citizen complaint you are involved with. (True or False) True
Created by: lolliek