Complaint

CITIZEN'S COMPLAINT PROCESS

Introduction

The City of Folly Beach serves the community and it is to our citizens that we are ultimately responsible. Our personnel are directed to perform their duties in a courteous, professional, and legal manner. Many members of our staff, Public Safety and Public Works, often work without direct supervision in a variety of circumstances. Given our service mission and expectations, from time to time there may be differences of opinion and/or perception between people about action that was taken. When differences arise, it is the intent of City management to investigate and address the differences and take appropriate action. That action may include, but not be limited to, a finding of: 1) no fault, 2) lack of training, 3) an apology required or 4) replacement of property.

Making a Complaint

There are several ways to initiate the complaint process:
· Tell the employee in person that you would like to speak to a supervisor to file a complaint.
· Call (843) 588-2447 (Ext. 8) and ask for the City Administrator and inform the City Administrator you would like to file a complaint; or
· Go to City Hall, 21 Center Street, and inform the City Clerk you wish to file a complaint.

The Complaint Process

Any Department Head has the authority to receive your initial complain. There may be instances in which simply discussing it with them is sufficient to resolve the matter. For more serious incidents, the city has developed a form to ensure that pertinent information is received. There will be an initial interview in which the circumstances, people involved, and witnesses present will be identified. You may be asked to provide a written or tape recorded statement. This is done to ensure the accuracy of the interview and to reduce the possibility of misunderstanding at a later time.
If the complaint is against a Department Head, request a meeting with the City Administrator who will then proceed as above. If the complaint is against the City Administrator, request a meeting with the Mayor.

Investigation

The involved employee is informed that he/she is the subject of an allegation of misconduct. If applicable the employee is directed not discuss the incident with anyone other than the individual Department Head or City Administrator responsible for the investigation of the matter. This is done to reduce the possibility of influencing the perceptions of fellow employees who might be witnesses. The investigation consists of:
· the re-interview of the complainant as appropriate.
· locating and interviewing witnesses.
· the collection and review of records.
· an interview of the staff member who is the subject of the investigation.
· At the conclusion a final report is written.

Disposition

At the conclusion of the investigation, the City Administrator will recommend in writing, a no fault finding, or measures such as directing the employee's future actions, training, and/or discipline. These recommendations will be submitted it to the Mayor for final review and approval. A directive of action to be taken shall be given to the Department Head who will notify the staff member.

Conclusion Of Investigation

The complainant is contacted and informed of the outcome as is permitted within the bounds of the law. It is the goal of the city to conclude any such investigations in an expedient manner. This usually allows the city to complete the process within thirty days unless there are extenuating circumstances.

Review

It is the goal of the City of Folly Beach to serve our community in an impartial and professional manner. Upon receiving complaints from residents, members of the staff or visitors we will strive to address the identified issues quickly and impartially.