City of Charlottesville, VA Fire
|Chapter:||IV - General Administration|
A. To centralize and assure that all citizens' requests are handled in a timely, equitable, courteous and sensitive manner.
B. This procedure is designed to continue the Citizen's Assistance Program at a high level of service, and eliminate the possibility of citizens' complaints/ requests not receiving proper attention.
A. The City Manager's Office shall be responsible for receiving and processing the requests and complaints of citizens that relate to the functions of the City government.
B. Requests or complaints will be assigned by the City Manager's Office to the appropriate department/division for a timely response.
C. Each departmental response will be reviewed by the Request Coordinator to insure that it is complete, equitable, and consistent with City policies.
D. If a departmental response is not satisfactory, the Administrative Assistant to the City Manager will work with the department until a reasonable response can be formulated.
E. The affected department/division is responsible for contacting the citizen by phone, in person, or by letter within ten (l0) working days following the receipt of the complaint.
A. Request for Service or Complaint
A citizen inquiry that relates to the functions of city government.
B. (RFS) Request for Service
Four part, NCR carbonless paper (Exhibit A) upon which relevant portions of a citizens' request/complaint are written and forwarded for departmental response.
C. Request Coordinator
Administrative Assistant to the City Manager.
D. Index Card
Address file, 3 x 5 white card which should list the citizens name, address, telephone number, a brief description of the request/complaint, date received, and request number.
E. Index Card
Location file, 3 x 5 white card which should list the address or vicinity of the request, a brief description of the request/complaint, date received, and request number.
F. Request Number
Composed of the calendar year and the chronological number of the request. Example 83-327.
G. Ten Day Due Date
The date on which the citizen is due a response to his/ her request or complaint. Only actual working days will be counted (weekends, holidays excluded).
A. Requests/complaints received by the City Manager's Office will be processed and forwarded to the appropriate department.
B. Citizens' request and complaints concerning the receiving department will be processed according to procedures outlined in Section 10.05.
C. Each request shall be analyzed and the citizen answered within ten (l0) working days from the date on which he/ she first contacted City Hall. The Administrative Assistant to the City Manager shall be informed of all delays in response. When a period longer than ten (l0) working days is required for response, the citizen must be contacted by the department/division and given a new response date which shall not extend any longer than an additional ten (l0) working days.
A. A request/complaint may be received from a citizen by telephone, letter, mailout coupon, or in person by the City Manager's Office.
B. The City Manager's Office will complete all relevant portions of the Request for Service form including the category and district number following a request or complaint.
C. Address and location file cards will be compiled on the request and filed alphabetically in the central filing system maintained by the Administrative Assistant.
D. The Administrative Assistant shall notify the citizen that a response to his/her complaint will be made in ten (l0) working days.
E. The Administrative Assistant will forward the Request for Service form to the appropriate department/division.
F. The receiving department/division shall respond to the complaint/request within ten (l0) working days.
G. The department will complete the remainder of the Request of Service form after responding to the complaint and transfer a copy of the completed form to the Public Works Department.
H. All departmental responses will be in accordance with City policies and procedures to insure equitable disposition of all requests. All answers must be as complete as possible. What action, if any, will be taken and the date by which the action will be taken must be included.
I. Should a response appear not to be in accordance with city policies and procedures instituted to insure equitable disposition of all requests, the Citizen's Request Coordinator will so notify the City Manager and will receive advice from that office in not more than three (3) working days.
J. The department's reply must always be given to the citizen by a departmental representative. This reply can be given in writing, over the phone, or in person. However, the date and nature of the response must always be recorded on the Request for Service form.
K. Requests/complaints taken by the Public Works Department will be processed and referred to the appropriate department/division. Requests/complaints received directly by departments/divisions shall be handled by the affected office.
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