HomeMy WebLinkAbout26-90 - Res. Amending MCC 2.52 Public Works Policies and Procedures for Handling ComplaintsRESOLUTION NO. 26-90
A RESOLUTION amending Mason County Code Section 2.52 relating to policy and procedures
for Handling of Complaints.
WHEREAS, the Mason County Department of Public Works handles complaints from the
public; and
WHEREAS, it is necessary to amend the policies and procedures outlined in the Mason County
Code Section 2.52 to reflect more efficient public relations.
NOW, THEREFORE BE IT RESOLVED, that the Mason County Code Sections 2.52.317,
2.52.318, 2.52.320, 2.52.330, 2.52.340 and 2.52.350 are amended as outlined in Attachment A.
DATED this 20th day of February, 1990.
BOARD OF COUNTY COMMISSIONERS
MASON COUNTY, WASHINGTON
Michael D. Gibson, Chairperson
712 .Ze;,1
William iHunter, Commissioner
Annette S. McGee, Commissioner
ATTEST:
Rebecca S. Rogers, Clerk of th'd Board
C: WP5O\RESOLUT\MISC\COMPLAINTS
File
Department of Public Works
1X,
ATTACHMENT A
_DEPARTMENT OF PUBLIC WORKS
POLICY & PROCEDURE
FQR
HANDLING OF COMPLAINTS
SECTIONS:
2"52"317 Public Relations
2.52.318 Definition�
2.52"320 Objectives
2"52"330 General Procedures
2"52"340 Emergency Procedures
2.52"350 Detailed Procedures
2~52.317
PUBLIC RELATIONS.
A. Any citizen making a complaint, reporting a ro=1
discrepancy, or raising a question regarding conditions
or procedures shall be treated courteously and given
the best explanation available. If the employee does
not know the facts or reasons, he should freely admit
his inability to explain and refer to higher authority.
Obviously, there are some conditions which the county
road department is powerless to correct, and others
that must be acted upon over an extended period of
time. These facts should be explained to the citizen.
B. Staff shall project a friendly, courteous helpful image
to the public. If a citizen asks for assistance that
is not the responsibility of the department, staff will
help by giving that person the name of the individual
in the appropriate office who can assist. That may
entail giving the citizen directions on where the
office is located and it may also require that staff
call said office, find out which employee can assist
and give that information to the citizen.
(Res. #26-90, Res. (part) dated December 14, 1970: $III(4)
of Res. dated March 24, 1969).
2.52~318 DEFINITIONS:
A.
Count E ineer:
Director of Public Works and/or County Engineer. (Res"
#26-90.)
B. DePartn
The Department of Public Works, Engineering Division,
2
Maintenance Division, Administrative Division or
gquipwnt Ronta1 and %volYing Division. (Ron. #26-90")
It is impossible to define an emergency in specific
terms to include all situations. Generally, an
"emergency" is an existing or definite potential
condition which endangers life and/or public or private
property. The "degree of risk" in comparison with th�
seriousness of the possible loss which might
sustained is the prime factor in evaluating a condition
to be rated as an "emergency." Examples of emergency
situations are:
1. Common Em r i :
2"
M
a.
b.
c.
d.
Water over roadway
Obstructions (tree across road, etc.)
A down or missing stop sign
Any mass of material or object blocking a
portion of the traveled way.
Severe Em i :
a.
b.
Any condition endangering human life or
threatening personal injury.
Injury of Employee
hospitalization.
Disaster Emergencies.
:
a" The roadway has been
because of a mass of
completely blocking
Closure of roadway
corrective action.
b. A loss of a bridge.
requiring immediate
completely
material or
traveled
necessitates
C. Fatality of an employee,,
(Res. #26-90.)
D. Employee:
object
way"
proper
Staff; individual working for the Department of Public
Works, regardless of rank or authority. (Res" #26-90°)
E. E/
_
F.
ns
Assistant to the County Engineer, and/or Director w:
Public Works; Maintenance Engineer; Construction
Engineer; or Administrative Engineer. (Res. #26-90)
=^� DEPARTMENT OF PUBLIC WORI 3
POLICY & PROCEDURE for HANDLING COMPLAINTS
Person who is next in line in authority to the
employee; e.g., Road Supervisor, Project inspector,
Foreman, or Construction Engineer. (Res. #26-90)
The use of the word "Request" shall mean the same as
Request for Services. Examples of Requests are:
1^ Notification of emergencies.
2. Request for additional maintenance.
3. Request for road improvement by major/minor
construction.
4"
A complaint as to employee's work
performance(usually reported by employee's
Supervisor, and evaluated, with
recommendations for the County Engineer),,
5. General citizen
departmental action.
(Res. #26-90).
2.5
concerns requiring
Department of Public Works Employees shall:
A.
Investigate Requests in a responsible manner by
determining what action is required to satisfy the
Request, and convey that information (when at all
possible) to the citizen who makes the Request. (Res.
#26-90.)
B. Ignore no Request, and likewise, make sure the citizen
understands that their concerns and input have been
appreciated. (Res. #26-90.)
C. Consider the urgency of the condition(s) reported by
the citizen before implementing proper corrective
action within Department policy. (Res. #76-90.)
D. Retain a written record of all Requests to provide
reference for future road construction or maintenance
decisions. (Res. #26-90.)
.330 GENERAL _:
A. Handling Requests during Worki H s
It is the intent that all requests be received,
logged, documented and filed at the Engineers
Office. It shall be the responsibility of the
4
`receiving' division or department to provide the
ingAMOrM MUM with Mufficient information wc�
that documentation can be completed.
1. Any Request received by a Department employee
shall be promptly reported to his/her,
supervisor, or to the Engineers Office before
the end of the work shift.
2" Depending on the nature and severity of the
Request, it is the goal of the Department to
investigate the Request on the same day that
it is received but no later than one(1)
workweek. Emergency Requests shall be
forwarded immediately to the appropriate
Engineer or Supervisor.
3" After the investigation has been completed,
the citizen making the request shall be
contacted and informed of the action taken or
the appropriate action to be taken.
A.
The The Request for Services shall be categorized as:
a. Emergency: Requests requiring
immediate action (refer to Section
2.52.340 - Emergency Procedures).
b. Other
B. Handlin R t d i N ki H
Only Requests that are categorized as Emergency
require immediate action during non -working hours"
1. During non -working hours, it will be the
responsibility of the Employee receiving the
Request to either classify the Request as
Emergency or Other and/or refer to higher
authority.
2"
Emergencies cQy require immediate action.
The removal or resolution of the immediate
emergency is the primary goal of non -working
hours response. This may include closing the
roadway to through traffic to protect life
and property.
3. Disaster Emergencies shall be reported
promptly to:
a.
the County Engineer, who shall
contact:
(1) the Chairman of the Board, and
DEPARTMENT OF PUBLIC WOR|
POLICY & PROCEDURE for HANDLING COMPLAINTS
MV
(2) the Commissioner
District.
in the
4. Refer to Section 2.52.340 for additional
Emergency Procedures,
C. Requests which would require action not covered by or
at variance with departmental legal authority and
established policy shall be referred to the Board
before action is initiated except for true emergencies
involving real danger to life or to public or private
property.
D. Names and telephone numbers of key personnel in the
Department will be furnished to public agencies
including but not limited to Mason County Sheriff
Dispatch, Mason County PUD No's 1 and 3, Telephone
Companies and T.V. Cable Companies as well as State
Departments of Highways, Fisheries and Wildlife.
(For Emergency Procedures, see 2.52.340, below.)
(Res. # 26-90, Res. (part) dated December 14, 1970: $III0)
of Res. dated March 24, 1969).
2.52.340 EMERGENCY PROCEDURES:
Any emergency shall be treated promptly. immediate aatiov%l
shall be taken as follows:
1. Notify Maintenance or Construction Engineer
depending on the type of emergency. They, in
turn will notify the appropriate Supervisor
to initiate corrective action. Common
Emergencies - the County Engineer shall be
notified the following work -day; Sever
Emergencies - the County Engineer shall be
called immediately and he shall notify the
appropriate Commissioners the following work-
day; and, Disaster Emergencies - the Engineer
will be notified immediately and he will
promptly notify the Commissioners.
2. Do all possible to remove the condition(s)
from the Emergency status in order to
safeguard life and property; e.g., road
closure, provide traffic control("flag"
traffic), set barricades, enlist aid of
others to relay messages, or other
appropriate action as necessary.
3. Notify Emergency Services if extensive
rerouting of traffic or isolation of the site
is necessary" Emergency Services shall notify
those emergency agencies necessary.
4"
Refer to General Procedures in Section
6
2.n2.330
(Roo" 026-90v Roo" (part) dated December 14, 1970o $111(3)
of Res. dated March 24, 1969)"
2.52.350 DETAILED PROCEDURES:
Department of Public Works -Engineer's Office shallu
A. Receive all Requests and Categorize same as:
1. Emergency; or
2. Others
B. Implement these details for receiving and administering
a Request for Services, as follows:
1" Name, Address, and Telephone number of the person
making the Request.
2. Record whether the Request has been received by
letter, telephone or in person"
3. Record the name of the employee(s) receiving
Request.
4.
A
Record the road number, road name, and approximate
mileposts when applicable.
Gather sufficient information to answer the
following:
a. WHAT is the Request?
b. WHERE is the problem located?
c. WHEN did the problem originate?
d. WHAT was the cause of the problem?
e" WHAT is the citizen's suggestion to solve the
problem?
6. The Request shall be routed to the Construction
Engineer, Maintenance Engineer, Supervisor, or to
an employee deemed best to handle the Request.
a. The investigating employee shall inspect th�
problem; determine the proper course of
action and recommend a schedule of
correction. After approval by the
appropriate Supervisor, the investigating
employee shall summarize and explain the
proposed action to the citizen.
b. Every effort should be taken to contact the
citizen in the same manner in which the
citizen contacted the Department of Public
Works (no later than one(1) workweek after
receipt of the request); e.g.: letter,
telephone or in person.
DEPARTMENT OF PUBLIC WOR
POLICY & PROCEDURE for HANDLING COMPLAINTS
7
C. When the Request has been satisfied, a record
of same shall be filed in the Engineer�i
Office Road File.
d" If the citizen files the Request in �
threatening manner, a copy of the Request
shall be forwarded to the Prosecuting
Attorney's Office.
7. Log of all Requests shall be maintained.
S. Prepare a form which will satisfy the above needs,,
(Res. #26 90, Res. (part) dated December 14, 1970: $I1I(2>
of Res. dated March 24, 1969 plus Appendices oA" & "B" of
Res. dated March 24, 1969.)