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OMBUDSMAN / CUSTOMER RELATIONS
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| This office is designed to provide an Ombudsman's function for the Montgomery County Support Enforcement Agency. Customer Relations will: |
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- Investigate complaints from customers
- Provide a resolution to the complaint, which may be handled at this level, and require assistance from other supporting units of the agency
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| Source of Customer Relations Inquiries |
| The customer is the primary source of inquiries as a result of this process. Other individuals who will represent the customer may include significant others, community organizations, local legislators, and the state/district offices. |
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| How Inquiries are Handled |
| Calls directly to the agency, correspondence, and appointments are fielded to resolve any issues. It is our goal to: |
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- Let customers know what is expected
- Provide clear instructions to resolve an issue
- Provide feedback as to how we can service their needs
- Provide a time frame for the completion of the task that resulted from the original inquiry
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| Once the issue has been resolved, the resolution will be recorded. On a weekly basis, these resolutions will be reviewed to determine if a particular procedure is causing an interruption in service. This office can then recommend procedural changes to the Director that will impact other inquiries of this nature. |
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| Communication Path |
It is encouraged that the customers contact normal channels of operation such as the worker/team leader/supervisor/manager to solve their problems. It is the CSEA workers and supervisor's responsibility to resolve the problem directly, or arrange for other supporting teams to assist in the task required.
When this communication path has not been fulfilled and there are outstanding issues that are unresolved, Customer Relations will intervene and resolve the outstanding issues.
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| Copyright ©
2009, Montgomery County, Ohio |
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