Your guide to NYC's public proceedings.
Q&A
311 calls related to DOC and complaint resolution process
3:51:51
·
81 sec
Council Member Stevens inquires about the volume and handling of 311 calls related to the Department of Correction. Bureau Chief Sherrieann Rembert provides statistics and explains the complaint tracking and resolution process.
- OCGS receives an average of 39,000 complaints per year
- They perform about 30,000 investigations annually
- Approximately 10,000 calls are received per year
- The average time to address a complaint is about 14 days
- Complaints are tracked and filtered by category (e.g., laundry, medical, food) to identify patterns and inform facility improvements
Althea Stevens
3:51:51
How many calls are made on average each month to three zero one about DOC?
3:51:56
Who addresses those and what is the process for resolving those and how are they tracked to identify patterns larger systematic issues?
Sherrieann Rembert
3:52:05
On average, OCGS receives 39,000 complaints per year, performs 30,000 investigation, and to answer your direct question, 10,000 calls per year.
3:52:17
The average time to address a complaint is about fourteen days from from where from work is filed from where the about fourteen days when OCGS receives a complaint.
Althea Stevens
3:52:29
How are they tracked and identified to look at any patterns?
3:52:33
Like how do you use that information to guide any new policies or things that you're developing?
Sherrieann Rembert
3:52:40
So the tracking system is used so that we filter out to the facilities to see any comments or any complaints that is needed to assist us to identify information such as if information concerning laundry, if there's medical, there's food, there's sanitation, any grievable complaints, we use that tracking system to filter it to the facility so that we give a better gauge on what needs to happen within our facility for our persons in custody.