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Timeline and process for responding to food complaints
1:12:59
·
84 sec
The discussion covers the timeline and process for responding to food complaints in shelters.
- Typical response time is within 14 days, with faster responses for egregious complaints
- Complaints are logged through the ombudsman's office and sent to shelter staff for follow-up
- Responses are recorded in the IQ system for tracking
- Council members express concern about the lack of immediate data on complaint resolutions and follow-up actions
- Questions raised about the effectiveness of the complaint resolution process given ongoing issues with certain vendors
Jill Berry
1:12:59
Yes typically the response is due back within fourteen days.
1:13:04
If it's an egregious complaint we we look for a faster response.
1:13:08
But the process is that those complaints come into the ombudsman's office, they get logged, that's how we know how many there are, and then they get sent out by through the IQ system to the shelter staff, the shelter operations staff to follow-up, get that response, and also enter that into the IQ system so that we have a record of the response.
Amanda Farías
1:13:31
Okay.
1:13:31
And so out of the roughly 1,200, I think you 11 something?
Jill Berry
1:13:35
It's about it's almost 1,500.
Amanda Farías
1:13:36
15, I heard that incorrectly.
1:13:38
Thank you for the correction.
1:13:39
Roughly 1,500 complaints, how many of those ended up with needing either a subcontractor compliance check or some sort of regulatory measure with the larger vendor.
Jill Berry
1:13:50
Yeah I'm gonna have to get back to you on the follow-up from each one of those.
1:13:53
Okay.
Julie Won
1:13:53
So you don't have any actions to resolve the 1,500 complaints out of the 400 shelters that you have?
1:13:59
In the calendar year.
Jill Berry
1:14:00
I don't have with me the resolution to each one of those complaints but there is a record of the resolution.
Julie Won
1:14:06
Can't be much of a resolution if the same bad actors continue to get more contracts and are expanding on their contracts.
1:14:15
Is there?
1:14:16
We'd like to
Amanda Farías
1:14:17
see that data for sure.
1:14:18
Okay.
1:14:20
I will chair if appropriate turn it over to councilor Braviles.