In compliance with the Annotated Code of Maryland which requires
agencies to adopt procedures for responding to communication from a member
of the public and for the keeping of related records.
The policy and practice of this Department is that communication from
the public is important and should be responded to promptly, politely, and
in as helpful a manner as possible.
The Department recognizes the difficulty and limitations arising from
the fact that its divisions and offices are located in all counties of the
State, that the staffs range in size from very small to very large, and
that the workload can, at various cycles, reach a feverish pitch. The
procedures have been developed in the knowledge of these complexities and
with the desire to provide the public with the service to which it is
entitled which at the same time not adding unnecessarily to the workload
of the staff or impairing the quality of the work performed.
1. Telephone Communications
Telephones shall be covered during normal business hours. Generally,
calls coming in on a particular telephone will be for that person, desk,
staff, or unit to which the telephone is assigned. To the fullest extent
possible, the staff member for whom the call is intended, or the one
receiving the call, or to whom the call is referred shall supply the
information requested or accept the complaint tendered. If, in the staff
member's judgment, no further action is required, no record of the call
need be made.
If the person for whom the call is intended or to whom the call is
directed is not readily available, the one taking the call shall record
the date, time, the caller's name, telephone number, and, if possible, a
brief description of the subject matter on a telephone message slip. The
caller should be informed that the call will be returned as soon as
possible.
If a telephone call requires investigation or delay before responding,
or if, for any other reason, an immediate response is not possible, the
caller should be so told and advised as to the anticipated time within
which a response can be expected.
Each division, program, section, or separate office is responsible for
developing its telephone answering technique
so that it is in accordance with this provision
2. Written
Correspondence
Incoming written correspondence should be dated, either by the central
mailing sorting section or the appropriate person who is responsible for
receiving incoming mail for a person, desk, station, or unit.
Written correspondence requiring a response should be replied to or
acknowledged as quickly as is possible, but at the most, within ten
business days. If immediate resolution is not possible, the correspondent
should be given a notification of acknowledgment and an indication as to
the date by which a reply may be expected. If a communication is forwarded
to a more appropriate agency for reply, the correspondent should be so
notified.
The staff member in charge of each division, program, section, or
separate office is responsible for developing its technique for receiving
and responding to written correspondence and the appropriate retention of
records in accordance with this provision
3. Personal Visits
Signs or directories clearly showing the name of the Department and the
location of the Department's main reception or information area should be
conspicuously placed on the premises occupied by the Department at its
several locations. The names and locations of all the principal offices
and divisions shall also be listed at each of the departmental business
locations to the extent that space or circumstances allow. Each visitor,
not calling on a specific individual, should be referred to the first
person available within an office or unit who can speak authoritatively on
the subject that concerns the visitor.
All inquiries and complaints should be accepted and resolved
immediately to the fullest extent practicable. A record should be kept of
deferred inquiries in order that proper follow-up can be made.
4. Receipt and Referral of
Communications in General
The Department staff member receiving a communication in any form
(via telephone, mail, or personal visit not specifically directed)
shall refer the communication to the staff member most likely to have
relevant knowledge and authority to render a response on behalf of the
Department. If the employee receiving the communication is uncertain as to
where to refer the communication, the employee shall refer it to the unit
or office supervisor, or to the local Supervisor or Assistant
Supervisor.
5. Communication from the Media
Communication from members of the press, radio, television, and
other media, other than those of a specific technical or routine nature,
should be referred to the Director or his designee.
This Citizen Response Plan is, in essence, no more than sound business
practice and procedure, embracing the concept of extending, at all times,
courteous treatment to members of the public, and responding to their
inquiries on a timely and genuinely helpful basis.
It is the responsibility of the supervisor of every program, division,
section, or separate office, to inform their staffs of the content of this
plan; and it is further incumbent upon each to assure that all persons
within their areas of supervision perform their duties as they relate to
communication with the public in accordance with this
plan.