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i <br /> MEMO TO: MAYOR AND CITY COUNCIL/DEPARTMENT HEADS/CITY STAFF <br /> 0 FROM: CLERK-ADMINISTRATOR <br /> DATE: SEPTEMBER 30, 1987 <br /> SUBJECT: CITIZEN COMPLAINT FORM <br /> It has recently come to my attention that when complaints have <br /> been filed by residents of Mounds View, inaccurate records have <br /> been maintained on those complaints in order for an adequate <br /> follow-up and response to occur. <br /> In the past the City has used a form known as a Citizen Concern <br /> Log, copy attached, which was used by members of the Council and <br /> City Staff each time a complaint was filed . This allowed for <br /> maintenance of records on complaints to determine whether or not <br /> a trend was being established as well as allowing for adequate <br /> follow-up to the complaints to occur. In order to return to a <br /> practice whereby complaints are being handled properly, I would <br /> request that all Staff members of the City and members of the <br /> City Council use this attached form each time a complaint is <br /> filed by a resident. Adequate copies of these forms will be made <br /> available to all members of the Staff and City Council with this <br /> memorandum and additional supplies can be obtained from <br /> Receptionist Carol Rasmussen or Administrative Secretary Michele <br /> • Severson. <br /> Once a complaint is filed it should be handled by the Staff <br /> member receiving the complaint if it appropriately belongs in <br /> their jurisdiction or referred to the appropriate Staff member. <br /> At that time the Staff member is to respond to the complaint and <br /> indicate their response in the designated' section of the form. <br /> Copies of the form are then to be forwarded to the Department <br /> Head for that Department, the Clerk-Administrator and if referred <br /> by a Councilmember to the Councilmember referring the complaint. <br /> It is my hope that the use of these complaint forms will improve <br /> the .ualit of services w- . . . . ' . - . <br /> ' as allowing us to respond to any trends that might be developing' <br /> which are precipitating a large number of citizens complaints. <br /> Your cooperation in following this program would be greatly <br /> appreciated. <br /> DFP/mjs <br /> Enclosure : <br /> • <br />