4.3 - Customer Service - Complaint Handling

State Authority:

None

Overview

There are two types of complaints received in the Wyoming Child Support Program -- informal and formal 

Policy

Informal Complaints

Child support case workers may receive complaints from customers for many reasons, including: expressing disagreements with the actions taken on the case, the way the case is being handled, child support policies, or with the case worker.  Informal complaints should be resolved by the case worker with the following suggestions:

• Enter a complete case note in POSSE regarding the interaction.

• If the customer requests a supervisor, a supervisor shall be immediately located or allow the customer to leave a message for the supervisor with the assurance the phone message shall be returned as quickly as possible but no later than within 24 hours of the message.

• Provide the WCSP State Office phone number and address, if requested.  This includes requests to talk to the Governor or the DFS Director.

Formal Complaints

A formal complaint may be received by the WCSP State Office in a number of different ways i.e. via phone, e-mail, or letter).  While the formal complaint may be received in a variety of ways, the complaint process is the same for all formal complaints

• All formal complaints shall be funneled through the Customer Service Specialist within the WCSP State Office.

• Within two days of receipt, the Customer Service Specialist shall review POSSE to identify the appropriate WCSP District Office to respond to the customer and enter a POSSE case note regarding the complaint, the customer, date received, and response date due.  

• Once the appropriate WCSP District Office is identified, the Customer Service Specialist shall e-mail the WCSP District Manager or their delegate the complaint and the date the response is due back to the WCSP State Office. 

• Within 24 hours, the WCSP District Manager or delegate shall contact the customer to discuss his/her complaint. 

• Within two business days, the WCSP District Manager or delegate shall review the case, discuss any relevant parts of the complaint with the case worker and/or attorney, and draft a response for review by the WCSP State Office.  

• The WCSP State Office has two working days to provide any recommendations for changes to the WCSP District Manager and to request a written response to the customer if needed.

• The Customer Service Specialist will provide a summary to the Agency Ombudsman when necessary.

Cross Reference

None