1. DEED WorkForce Center Reception and Resource Area Certification Program Module 2 Unit 1b: WorkForce Center System II Learning Objectives II

2. Learning Objective 2 Complaint Process Role of staff Complaints: types and filing Unresolved complaints

3. ROLE OF STAFF

4. Role of WFC Staff Provide notification of customer rights by displaying required posters. Do not get involved with the details of the complaint. Customers should be concerned with all the processes of the WFCs and made to re-explain the complaint. Listen and respond appropriately. Customers may want to just vent. Encourage resolution at lowest level, then contact designed complaint officer, if necessary. Diffusing the situation may be all that is needed.

5. COMPLAINTS: TYPES AND FILING

6. Types of WIA Complaints There are two types: Program  An issue Discrimination  An issue and a prohibited basis or factor

7. Filing a WIA Compliant Who should the customer be referred to?  Manager or designated complaint person Numerous processes under the WFC programs.  Contact the contact name listed under the WFC program Remember: customer should not have to explain complaint numerous times.

8. UNRESOLVED COMPLAINTS

9. Unresolved Complaints On site Manager or designate complaint person helps customer navigate the process For complaints of discrimination: there is a policy and procedure WIA Title 1-B and Related Activities Manual WIA Policies Customer Rights and Complaints Web page: http://www.positivelyminnesota.com/All_Programs_Servi ces/Workforce_Investment_Act/WIA_Policies/Customer_ Rights_Complaints.aspx http://www.positivelyminnesota.com/All_Programs_Servi ces/Workforce_Investment_Act/WIA_Policies/Customer_ Rights_Complaints.aspx

10. Discussion Point 1.If a customer complained to you about how he should receive more time on the computer than the allotted time, how would you handle that interaction?

11. Complaint Process KEY POINTS 1. Staff are responsible for providing notification of customers’ rights. 2. Staff should not get involved with the details of the complaints. 3. There are two types of complaints: program and discrimination. 4. If customer wants to file a complaint, direct him or her to the designated compliant person at your site.

12. This completes Learning Objective 2 of Module 2, Unit 1b. Learning Objective 1: Equal Opportunity Learning Objective 2: Complaint Process Leaning Objective 3: Data Privacy Awareness