§ 21-142.2 Office of constituent services.
AC § 21-142.2
a. There shall be an office of constituent services within the department. The duties of such office shall include, but not be limited to: 1. Establishing a system to receive and respond to comments, questions and complaints from clients; 2. Conducting a review of all inquiries from clients about cases where any public benefits administered by the department have been or will be terminated including, but not limited to, the reason for such termination, whether the recipient was notified that such public benefits have been or will be terminated and whether the department has complied with the applicable statutes, rules and regulations with respect to such cases; 3. Establishing and maintaining policies regarding communication with clients in a timely manner in response to inquiries; 4. Developing strategies and recommendations for the commissioner regarding client communication; and 5. Performing such other duties and functions as may be appropriate. b. The department shall post on its website the phone number for the office of constituent services and a statement indicating that any person may contact such office if such person has a comment, question or complaint regarding any public benefit administered by the department. c. Beginning on January 31, 2020, the office of constituent services shall submit monthly reports to the commissioner indicating: 1. The number of comments, questions and complaints received; 2. The number of comments, questions and complaints received in which information was provided and the matter resolved; 3. The number of comments, questions and complaints received in which the matter was escalated for resolution, disaggregated by the 20 most frequent categories of inquiries; and 4. Recommendations made pursuant to paragraph 4 of subdivision a of this section. d. No later than January 31, 2021 and annually thereafter, the commissioner shall post on the department's website and submit to the mayor and the speaker of the council a report that shall include a compilation of the monthly reports submitted pursuant to subdivision c of this section during the preceding calendar year. (L.L. 2019/160, 9/14/2019, eff. 1/12/2020; Am. L.L. 2019/171, 9/14/2019, eff. 1/12/2020)
