Citizen Complaint Word Scramble
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| Question | Answer |
| 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
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