Baltimore City Public School System. Department of Transportation Complaint Investigation & Resolution Policies and Standard Operating Procedures

Transcription

1 Baltimore City Public School System Department of Transportation Complaint Investigation & Resolution Policies and Standard Operating Procedures Issued: April 2006

2 Table of Contents I. BCPSS DOT Mission Statement....page 3 II. BCPSS DOT Alignment with the 311 Call Center...page 3 III. BCPSS DOT Internal Complaint Investigation and Resolution Process...page 3 IV. Complaint Category Types and Descriptions...page 4 V. Determining the Magnitude and Handling of Complaints...page 5 A. In-Progress or Non-Emergency Complaints That Require Immediate Attention or Expedited Handling...page 5 B. Complaints Involving an Unsafe or Emergency Situation or Criminal or Illegal Activity That Requires Immediate Handling...page 5 C. General or Miscellaneous Non-Emergency Complaints...page 5 D. Mass Transit Administration (MTA) Related Complaints...page 5 VI. Complaint In-take and Coordination Flow Chart...page 6 VII. Complaint In-take, Coordination, Investigation & Resolution Procedures page 7 A. Student Not Picked Up/Dropped Off As Scheduled....page 7 B. Driver Complaint...page 8 C. Aide Complaint...page 9 D. Dispatch Complaint...page 9 E. Vehicle Complaint...page 9 F. Mass Transit Administration (MTA) Related Issues...page 10 G. Bus Route Change Request...page 10 H. Suggestion/Commendation...page 11 VIII. BCPSS DOT Customer Care Assistant Responsibilities...page 12 IX. BCPSS DOT Contractor Responsibilities...page 13 2

3 I. BCPSS DOT Mission Statement. Transportation service is a key function associated with providing a quality education for students eligible for transportation services. The mission of the Baltimore City Public School System s Department of Transportation (BCPSS DOT) is to transport eligible students to and from school or special events in a safe, timely, efficient, and dependable manner. II. BCPSS DOT Alignment with the 311 Call Center. The intent of the BCPSS DOT alignment with the 311 Call Center is to facilitate and expedite the in-take, investigation, and resolution of complaints related to transportation service operated by the BCPSS DOT or its contractors. The purpose of the alignment is to provide BCPSS students and their parents or guardians, as well as the general public, access to an established, effective, and proven mechanism by which to obtain expeditious and equitable resolution of their respective complaints and, also, by which to submit comments and suggestions. The alignment enables the BCPSS DOT to utilize the 311 Call Center as the central repository to capture data regarding complaints, comments, and suggestions relative to the service operated by the BCPSS DOT or its contractors. The alignment ensures that both the BCPSS DOT and SchoolStat (the BCPSS accountability tool to statically track and measure BCPSS functions) are better equipped to track complaints, identify trends, and measure the volume of complaints accurately and reliably by category. Through the alignment, a mechanism and process is in place to track, investigate, and resolve complaints so as to ensure that the BCPSS DOT and its contractors are held accountable to perform their assigned tasks to safely, timely, efficiently, and reliably transport BCPSS students. III. BCPSS DOT Internal Complaint Investigation and Resolution Process. BCPSS has established a mechanism and a process to ensure that complaints of an internal nature are investigated and resolved expeditiously and that comments and suggestions receive appropriate consideration. Accordingly, BCPSS employees who wish to register complaints or make comments or suggestions regarding the service operated by the BCPSS DOT or its contractors are to contact the BCPSS DOT dispatch office at (410) BCPSS staff may also register complaints or make comments or suggestions by way of at transportation@bcps.k12.md.us, or by using the BCPSS Department of Transportation Incident Log and Personnel Contact List. Internal complaints shall be documented in a BCPSS database and reported regularly for inclusion with other BCPSS DOT TranStat data. 3

4 IV. Complaint Category Types and Descriptions. The 311 Call Center uses the following category types and descriptions to catalogue and document calls received regarding the transportation service operated by the BCPSS DOT or BCPSS DOT contractors: A. Complaint Category Types: BCPSSDOT - Student Not Picked Up/Dropped Off As Scheduled BCPSSDOT - Driver Complaint BCPSSDOT - Aide Complaint BCPSSDOT - Dispatch Complaint BCPSSDOT - Vehicle Complaint BCPSSDOT Mass Transit Administration (MTA) Related Complaints BCPSSDOT - Bus Route Change Request BCPSSDOT - Suggestion/Commendation B. Complaint Category Descriptions: Student Not Picked Up/Dropped Off As Scheduled. A complaint involving an incident where a student who is eligible for BCPSS transportation was not or has not been picked up or dropped off as scheduled by the BCPSS DOT or a BCPSS DOT contractor. Note: This type complaint often involves an in-progress situation that requires immediate corrective action and/or expedited handling and which generally must be resolved within one (1) to two (2) hours after receipt of the complaint. Driver Complaint. A complaint regarding an incident involving a BCPSS DOT driver or a driver employed by a BCPSS DOT contractor. Aide Complaint. A complaint regarding an incident involving a BCPSS DOT aide or an aide employed by a BCPSS DOT contractor. Dispatch Complaint. A complaint regarding an incident involving a BCPSS DOT dispatcher or a dispatcher employed by a BCPSS DOT contractor. Vehicle Complaint. A complaint regarding an incident involving a school bus operated by the BCPSS DOT or a BCPSS DOT contractor. Mass Transit Administration (MTA) Related Issues. Complaints, suggestions, or commendations related to the service operated by the MTA. Bus Route Change Request. A request to change the bus route of a student who is eligible for BCPSS transportation. Suggestion/Commendation. A suggestion or commendation involving the service operated by the BCPSSS DOT or BCPSS DOT contractors. 4

5 V. Determining the Magnitude and Handling of Complaints. The magnitude of a given complaint shall be used to determine the appropriate handling required to resolve the complaint. The BCPSS DOT emphasizes that any person responsible for the in-take of a complaint is to be aware that some complaints require immediate attention and expedited handling. The following examples are intended to serve as assistive aids in determining the magnitude and necessary follow-on processing and coordination requirements relative to resolving a given complaint, irrespective of whether the complaint is received by the 311 Call Center or is communicated directly to the BCPSS DOT by way of the BCPSS internal complaint investigation and resolution process. The following are illustrative, but non-inclusive, examples of the natures of complaints that might be received. A. In-Progress or Non-Emergency Complaints That Require Immediate Attention or Expedited Handling. In-progress or non-emergency complaints that require immediate attention or expedited handling are to be directed to the BCPSS DOT dispatch at (410) Such complaints typically involve -- but are not limited to same day instances where an eligible student was not or has not been picked up or dropped off as scheduled by the BCPSS DOT or a BCPSS DOT contractor. B. Complaints Involving an Unsafe or Emergency Situation or Criminal or Illegal Activity That Requires Immediate Attention and Expedited Handling. Where a complaint involves an unsafe or emergency situation or criminal or illegal activity that requires immediate attention and expedited handling, the person receiving the complaint shall contact the Baltimore City School System Police Department at (410) However, in some instances, as the nature of the complaint and circumstances warrant, it may be more expedient and practical to dial 911 to obtain the respective emergency services provided by the Baltimore City Police Department and the Baltimore City Fire Department (fire and ambulance), as appropriate. C. General or Miscellaneous Non-Emergency Complaints. General or miscellaneous non-emergency complaints that require immediate action or heightened attention are to be directed to the BCPSS DOT dispatch at (410) General or miscellaneous non-emergency complaints that do not require immediate action or heightened attention are to be directed to the BCPSS customer care assistants who will determine the appropriate handling and routing to resolve the complaints expeditiously. The customer care assistants can be reached at (410) or by at transportation@bcps.k12.md.us. D. Mass Transit Administration (MTA) Related Issues. Complaints, comments, or suggestions related to the service operated by the MTA are to be referred to the MTA at (410) When such a call is received by the 311 Call Center, the 311 Call Center will also generate and transmit a corresponding service request (SR) to the BCPSS DOT. 5

6 VI. Complaint In-Take and Coordination Flow Chart Complaint/Request is generated from the general public, school personnel, and/or parents. Call comes into 311 Call Center. A service request (SR) is created from the calls information. If in-progress the SR is flagged urgent. SR is transmitted electronically to BCPSS DOT. Call is made internally from BCPSS to BCPSS DOT via telephone at (410) or via to transportation@bcps.k12.md.us If the call is in-progress the BCPSS Dispatchers will have one-two hours to resolve the complaint, with one hours being the goal time. For all other general complaints and/or requests, a bus aide will enter the information into the complaint tracking system within 24 hours of receipt. The bus aide will enter the data between the hours of 10am-12pm and 1pm-3pm. The complaint resolution coordinator determines the best method to resolve the call. If the call is in-progress BCPSS DOT must resolve in one-two hours, with one hour being the goal time. For all other general complaints and/or requests the complaint resolution coordinator must investigate and resolve by 96 hours, or four days. If the latter, the complaint may be transmitted via fax or to BCPSS contractors to assist in investigating and/or resolving complaint and/or request. 6 The complaint resolution coordinator determines the best method to resolve the call. If the call is in-progress BCPSS DOT must resolve in one-two hours, with one hour being the goal time. For all other general complaints and/or requests the complaint resolution coordinator must investigate and resolve by 96 hours, or four days. If the latter, the complaint may be transmitted via fax or to BCPSS contractors to assist in investigating and/or resolving complaint and/or request.

7 VII. Complaint In-take, Coordination, Investigation & Resolution Standard Operating Procedures. Generally, complaints involving the BCPSS DOT will be called into the 311 Call Center. This section of this document delineates standard operating procedures (SOPs) for the in-take, coordination, investigation, and resolution of complaints according to the complaint category type and description. Upon receiving a complaint, it is imperative to take into account the magnitude of the complaint before deciding how the complaint is to be handled. Section V. of this document (Determining the Magnitude and Handling of Complaints) provides information and guidance on how complaints are to be handled, depending on the nature of a given complaint. The following establishes the BCPSS DOT standard operating procedures for the in-take, coordination, investigation and resolution of complaints according to the complaint type. It also establishes standard operating procedures for the processing and handling of calls pertaining to requests for bus route changes, general comments, suggestions, and issues related to the service operated by the Mass Transit Administration (MTA). A. Student Not Picked Up/Dropped Off As Scheduled. A complaint involving an incident where a student who is eligible for BCPSS transportation was not or has not been picked up or dropped off ass scheduled by the BCPSS DOT or a BCPSS DOT contractor. In-take: Upon receiving this type complaint, the 311 Center creates a service request (SR) to catalogue and document the complaint. The complaint is entered into the 311 Call Center database and the SR is transmitted electronically to the BCPSS DOT customer care assistants. If the nature of the complaint is urgent, the SR may be transmitted using a flagging system to alert BCPSS DOT. If the complaint involves an in-progress incident that requires immediate action or attention, refer to page 6 (Section V. A.) of this document. If the complaint is received by way of the BCPSS DOT internal complaint process, the BCPSS DOT customer care assistants shall document receipt of the complaint by entering the salient information is the BCPSS DOT computer database system/ Coordination: Upon receiving a telephone call or an SR from the 311 Call Center regarding this type complaint, the BCPSS DOT dispatcher or customer care assistants, as appropriate, shall determine the necessary handling and corrective action(s) required to resolve the complaint in the shortest time possible. Actions taken to resolve the 7

8 complaint may include coordination with the BCPSS DOT Manager of Pupil Transportation, the BCPSS Manager of Bus Operations, other BCPSS staff, or staff of BCPSS DOT contractors. In instances where the complaint must be coordinated with a BCPSS DOT contractor, the customer care assistants will transmit the 311 Call Center SR or the BCPSS internal complaint to the contractor via or facsimile (fax) upon receiving the same. Investigation: The BCPSS DOT customer care assistants shall determine the appropriate routing of the 311 Call Center SR or the internal complaint to ensure prompt investigation. As part of the complaint investigation process, the BCPSS DOT customer care assistants shall take the lead in working with and obtaining information, assistance, and cooperation from BCPSS DOT staff and contractors, other BCPSS employees and organization units, as necessary and appropriate, to investigate the cause(s) of complaints, determine the corrective action(s) necessary to preclude recurrences, and resolve the complaints equitably and in a manner so as to preclude recurrence of the circumstances that caused the complaint. In instances where a the 311 Call Center SR or an internal complaint is transmitted to a BCPSS DOT contractor, the contractor shall have 48 hours (two days) to investigate the complaint and apprise the BCPSS customer care assistant or the findings and resolution (corrective actions or measures taken to preclude recurrences). In some instances, the contractor may be required to conduct the investigation and/or take corrective actions or measures within not more than one (1) hour. Resolution: In instances where the complaint is substantiated, the BCPSS DOT customer care assistant shall determine the adequacy of the proposed resolution relative to a given complaint. As necessary, the BCPSS customer care assistants will consult with the BCPSS DOT Manager of Pupil Transportation, the BCPSS DOT Manager of Bus Operations, or other BCPSS staff to determine the adequacy of the proposed resolution. Upon determining the complaint is resolved satisfactorily, the BCPSS DOT customer care assistants shall notify, as appropriate, the 311 Call Center, the BCPSS internal complainant, and any other required individual, entity, or BCPSS organization unit of the final disposition of the complaint. Where a complaint is not substantiated, the BCPSS DOT customer care assistants shall so indicate. 8

9 Said notification shall be made in writing, including , and must be made within 72 hours (three days) after the receipt of the complaint. In instances where the nature of the complaint involves an inprogress situation or a situation that requires immediate attention and expedited handling, notification of the resolution of the complaint must be made within 24 hours (one day) or less. B. Driver Complaint. A complaint regarding an incident involving a BCPSS DOT driver or a driver employed by a BCPSS DOT contractor. In-take: Same as VII. A. (See page 7.) Coordination: Same as VII. A. (See page 7.) Investigation: Same as VII. A. (See page 8.) Resolution: Same as VII. A. (See page 8.) C. Aide Complaint. A complaint regarding an incident involving a BCPSS DOT driver or a driver employed by a BCPSS DOT contractor. In-take: Same as VII. A. (See page 7.) Coordination: Same as VII. A. (See page 7.) Investigation: Same as VII. A. (See page 8.) Resolution: Same as VII. A. (See page 8.) D. Dispatch Complaint. A complaint regarding an incident involving a BCPSS DOT dispatcher or a dispatcher employed by a BCPSS DOT contractor. In-take: Same as VII. A. (See page 7.) Coordination: Same as VII. A. (See page 7.) Investigation: Same as VII. A. (See page 8.) Resolution: Same as VII. A. (See page 8.) E. Vehicle Complaint. A complaint regarding an incident involving a school bus operated by the BCPSS DOT or a BCPSS DOT contractor. In-take: Same as VII. A. (See page 7.) Coordination: Same as VII. A. (See page 7.) Investigation: Same as VII. A. (See page 8.) Resolution: Same as VII. A. (See page 8.) 9

10 F. Mass Transit Administration (MTA) Related Issues. Complaints, suggestions, or commendations related to the service operated by the MTA. In-take: The 311 Call Center shall refer to the MTA any call involving the service operated by the MTA. Calls shall be referred to the MTA at (410) Coordination: The 311 Call Center will document the call and generate and transmit a corresponding service request (SR) to the BCPSS DOT. Investigation: Same as VII. A. (See page 8.) Resolution: Same as VII. A. (See page 8.) G. Bus Route Change Request. A request to change the bus route of a student who is eligible for BCPSS transportation.. In-take: The 311 Call Center will document the call in its database and generate and transmit a corresponding service request (SR) to the BCPSS DOT. Where the request is received through the BCPSS DOT internal process, the BCPSS DOT customer care assistants shall document the request by entering the necessary information in the BCPSS DOT computer database. Coordination: The BCPSS DOT customer care assistants shall forward the request to the BCPSS DOT Manager of Bus Operations for handling. A bus route change request shall be processed administratively within 24 hours (one day) after its receipt. Generally, the actual route change will occur not later than 48 hours (two days) following receipt to the request. Investigation: No action is required. Resolution: After the request has been processed, the BCPSS DOT customer care assistants shall notify, as appropriate, the 311 Call Center, the BCPSS internal complainant, and any other required individual, entity, or BCPSS organization unit of the final disposition of the request. 10

11 H. Suggestion/Commendation. A suggestion or commendation involving the service operated by the BCPSS DOT or BCPSS DOT contractors.. In-take: The 311 Call Center will document receipt of the suggestion or commendation in its database and generate and transmit a corresponding service request (SR) to the BCPSS DOT. Where the suggestion/commendation is received through the BCPSS DOT internal process, the BCPSS DOT customer care assistants shall document the suggestion/commendation by entering the necessary information in the BCPSS DOT computer database. Coordination: Upon receiving a suggestion or commendation, the BCPSS DOT customer care assistants shall forward the suggestion or commendation to the appropriate entity for handling. Investigation: No action is required. Resolution: The entity to which the suggestion has been forwarded shall apprise the BCPSS DOT customer care assistants of the feasibility and practicality of implementing the suggestion. The BCPSS DOT customer care assistants shall notify, as appropriate, the 311 Call Center, the BCPSS internal complainant, and any other required individual, entity, or BCPSS organization unit of the final disposition of the SR. 11

12 VIII. BCPSS DOT Customer Care Assistant Responsibilities. The primary responsibility of the BCPSS DOT customer care assistants is to facilitate, coordinate, and expedite the investigations and equitable resolutions of complaints received from the 311 Call Center, as well as those received from other BCPSS organization units by way of the BCPSS DOT internal complaint process. The customer care assistants also are responsible for the receipt and handling of comments and suggestions received from the 311 Call Center or by way of the BCPSS DOT internal process. All duties of the BCPSS DOT relative to the in-take, coordination, investigation, and resolution of complaints shall be performed in accordance with the procedures delineated in Section VII. of this document. Other responsibilities and examples of the duties of the customer care assistants are as follows: Processing complaints timely and ensuring that all information necessary for investigation is given to the persons responsible to investigate the complaints. Monitoring the timeliness and adequacy of responses, feedback, and corrective actions communicated by persons responsible (BCPSS DOT or contractual staff) to investigate and resolve complaints. Establishing and maintaining effective work relationships with 311 Call Center staff and staff of BCPSS DOT contractors. Working responsively and effectively with complainants so as to establish goodwill towards BCPSS DOT with complainants. Maintaining a Watch List consisting of complainants who have experienced egregious or recurring problems and working to permanently correct the situations or conditions that caused the complaints. Providing timely feedback to 311 Call Center staff and complainants. Identifying and analyzing complaint trends. Reporting to management recurring complaints, trends, or contractor performance issues which cause or contribute to complaints. Recommending appropriate corrective measures to preclude or minimize complaints. Meeting with the BCPSS DOT contractors as necessary to review complaint volumes, complaint trends, and contractor performance with respect thereto. Ensuring that all internal complaints, commendations, suggestions, and inquiries are entered into the BCPSS DOT computer database. Making recommendations to management regarding computerized database functionality, report generation, and transportation issues. Generating routine computerized reports by school, contractor, complaint type, etc. Generating and preparing management reports as required. Making presentations to management as required. Performing related duties as assigned. 12

13 . IX. BCPSS DOT Contractor Responsibilities. BCPSS DOT contractors are responsible to comply with the provisions of their contracts with the BCPSS. The primary responsibility of BCPSS DOT contractors is to provide safe, timely, efficient, and reliable transportation service to eligible BCPSS students. In this connection, BCPSS DOT contractors must work diligently and continually to identify and preclude or eliminate circumstances that cause or contribute to service disruptions or service failures. BCPSS DOT contractors must be both sensitive and responsive to complaints and committed to working with the BCPSS DOT customer care assistants to facilitate and expedite the investigations and equitable resolutions of complaints. In this regard, BCPSS DOT contractors are responsible to ensure that their respective activities related to the investigations and resolutions of complaints are conducted in accordance with the applicable procedures delineated in Section VII. of this document Where a complaint is substantiated, the instant contractor is subject to the assessment of liquidated damages, as provided by and in accordance with the contractor s contract with the BCPSS. Other responsibilities of BCPSS Contractors are as follows: Investigating and responding to complaints timely. Ensuring the adequacy of responses and the appropriateness of the proposed corrective actions to resolve complaints. Ensuring that any of their respective employees who are responsible for who have or involvement in any substantiated complaint receives appropriate re-instruction, remedial training, or disciplinary action. Working responsively and effectively with complainants so as to establish goodwill towards BCPSS DOT. Monitoring the Watch List consisting of complainants who have experienced egregious or recurring problems and working to permanently correct the situations or conditions that caused the complaints. Identifying and analyzing complaint trends specific to the contractor.. Recommending appropriate corrective measures to preclude or minimize complaints. Meeting with the BCPSS DOT complain resolution coordinator as necessary to review complaint volumes, complaint trends, and contractor performance with respect thereto. Ensuring that suggestions and commendations are handled in accordance with Section VII. H. (page 11 of this document). 13