8004 Constituent Services | ADMINISTRATION-5600-MANUAL

The Division of Aging Services tracks constituent complaints, comments, and inquiries in order to provide a timely and appropriate response within the framework of the Department of Human Services' Constituent Services procedures.

The Department of Human Services tracks constituent complaints and inquiries received at the Department level in a proprietary database entitled “Constituent Services Information System” or CSIS. Information included in this system is as follows:

The Division of Aging Services has assigned staff to enter Division level data into this system.

Complaints or inquiries received at the Division are also entered into the CSIS for tracking purposes. These may be received via one of the following:

Division of Aging Staff will follow these steps to assure timely and appropriate responses to consumer complaints or inquiries.

Step 1: A complaint or inquiry is received at the Division. The item may come via the Department CSIS or directly to the Division.

Step 2: The Division Executive Assistant will review the item and assign a Section Manager or designee to review and respond.

If the inquiry is received at the Division, the Executive Assistant will work with Department CSIS staff to assign in the CSIS system.

If a complaint concerns the professional conduct of a DAS Employee, the complaint will be referred to the Section Manager for review. The results of this review will be sent to the Division Director. If warranted, the issue will be referred to the DHS Office of Inspector General.

Step 3: The Executive Assistant will forward the CSIS email to the Section Director and/or assigned staff. A pdf copy of the complaint (screen print from CSIS) will be included. The CSIS email will already have the tracking number and constituent’s name on the subject line. The Executive Assistant will add the due date to the subject line of the forwarded email.

Step 4: The Section Manager or designee will assign to appropriate staff or Area Agency on Aging (AAA) and follow the Suspense Item procedures outlined in Section 8003, Guidelines for Written Correspondence and Suspended Items.

Step 5: The Section Manager or designee may request an extension as necessary via email to the Executive Assistant. The Executive Assistant will forward the request to the Department CSIS staff and communicate the response to the Section Manager or designee.

Step 6: Resolution responses must include the date the constituent was contacted by Division or AAA staff and a brief summary of the interaction. All summaries received from an AAA Aging and Disability Resource Connection (ADRC) must include the ADRC call number. Only minimally necessary information will be included in the response. Protected/Personal Health Information or other confidential information must NOT be included.

Once the summary has been finalized and approved, the Section Manager or designee will forward the summary to the Executive Assistant.

Step 7: The Executive Assistant will close the response in the CSIS system, following Department procedures.