Standing Meeting

Community Relations Management

An Innovative Solution

Amaka Consulting helps organizations to develop and maintain a quality management program to oversee activities and tasks needed to maintain a desired level of excellence including but not limited to developing and institutionalizing quality policy, creating, and implementing quality planning and assurance, as well as quality control and quality improvement

 

PROJECT TITLE: COMPLAINTS & COMMUNITY RELATIONS MANAGEMENT SYSTEM FOR OMBUDS

1. ISSUE

Develop Responsive Complaints and Community Relations Management System with the goals of improving internal complaints management, response time, and community relations.

2. CHALLENGES

  • Improving internal complaints handling.

  • Reducing recurring complaints.

  • Improving standards of service to the community.

  • Raising standards of decision-making.

3. RESULT

  • Provided technical support in devising a step-by-step way of receiving, recording, processing, responding to and reporting on complaints, and using them to improve systems, decision-making and service delivery.

  • Staff training and educational development that ensured open, accountable, responsive, fair, efficient and effective management of complaints​

  • Developed a Complaint and Relations Management model (CRM) that strengthen the following:

  1. Early Resolution (ER)

  2. Internal Assessment (IA)

  3. Internal Investigation (II)

  4. Internal Review (IR)

  5. External Review (ExR)


  • Developed a "checkpoint" system that "quarterbacks" on managing, tracking responses, recommendation, resolution, and trends for recurrence.

4. CONTACT & VERIFICATION

Richard Danford

Ombudsman Coordinator

Center for Independence of the Disabled

841 Broadway, Suite 301 
New York, NY  10003
Work: 212-812-2901
Area Served: New York City


RiDanford@ltcombudsman.ny.gov