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C <br />28 <br />COMPLAINTS <br />Name, address, contact info <br />Details about concern <br />Notify City Manager of complaint <br />City Manager responds or forwards to appropriate <br />department for necessary follow up <br />Department Head or City Manager follow up with <br />resident and/or City Council as appropriate <br />What do you do when you receive a complaint? <br />Council Member should try to obtain: <br />CRISIS COMMUNICATIONS <br />City Manager <br />Mayor <br />Police Chief <br />Fire Chief <br />Finance Director <br />Public Works Director <br />Liquor Operations Manager <br />Legal <br />PIO (Could be designated to <br />a person above) <br />Crisis Communication Team: <br />Impact on health, safety, or general <br />welfare of residents <br />Impact on service delivery <br />Legal liability <br />Impact on credibility <br />Impact on image <br />CRISIS MANAGEMENT