All members are required to respond to the public in a _____ and _____ manner.
Courteous and appropriate manner.
Any concern(s) conveyed to include, fire code violations, public safety concerns, the performance, nonperformance or conduct of an Irving Fire Department (IFD) employee shall be addressed in a _____, _____ and _____ approach.
Prompt, positive and problem-solving approach.
Complaints shall be handled and addressed at the _____ level within the IFD.
Lowest appropriate level
Citizens may convey to an IFD member a concern with fire code violations, public safety hazards, the performance of duty or the conduct of an IFD member. These comments, questions and concerns may take the form of an: (3)
Inquiry
Questions about procedures
Formal complaint
Any person who desires to make a formal complaint shall be referred to _____.
Fire Administration
For processing complaints, members shall utilize IFD Form ___ (Complaint).
IFD Form 44
If the member determines the complaint is not the jurisdiction of the fire department, the member shall _____ and _____.
Assist the individual by directing them to the proper department or agency and will provide a phone number for that department or agency.
Complaints or questions regarding fire hazards will be referred to and processed by the _____.
Fire Marshall’s Office
Complaints or questions regarding Emergency Medical Services (EMS) will be referred to the ______.
EMS Battalion Chief
Complaints or questions regarding fire and EMS response will be referred to the _____.
Assistant Chief, Operations.
Complaints, questions, and/or claims for damages for personal injury or damages to personal property will be referred to the _____.
City of Irving Office of Risk Management.
Members shall promptly determine the level of authority needed to bring resolution to the complaint. If the member determines the complaint is beyond their level of authority, they shall request the _____ or _____ to respond to their location.
Station Captain or a Battalion Chief
If the complaintant desires to remain anonymous, refer the individual to _____.
Fire Administration
The member assisting with filling out IFD Form 44, shall, at the earliest opportunity, forward such form through their chain of command when?
Prior to being relieved of duty at shift change.
A _____ is a formal complaint resulting from allegations of misconduct, violations of any laws, statutes, ordinances, City of Irving Personnel Policies and Procedures, Irving Civil Service Commission Rules, Texas Local Government Code Chapter 143, IFD Rules and Regulations, IFD General Procedures and IFD Emergency Operating Guidelines that could result in disciplinary action.
Personnel complaint
_____: A person claiming to be the victim of misconduct by a firefighter.
Complaintant
_____: An administrative investigation, conducted by the municipality, of alleged misconduct by a firefighter that could result in disciplinary action against the firefighter and begins when the Firefighter is given notice of administrative investigation by the Chief or their designee.
Administrative Investigation
_____: An agent or employee of the municipality who is assigned to conduct an administrative investigation.
Investigator
_____: Temporary disciplinary suspension, demotion in rank, indefinite suspension, or any combination of those actions.
Disciplinary Action
Personnel complaints shall be handled in accordance with the most current edition of the _____.
Texas Local Government Code Chapter 614.022
A complaint, to be considered by the head of a state agency or by the head of a fire department or local law enforcement agency, the complaint must be _____ and _____.
In writing and signed by the person making the complaint.
The Chief of Department shall be notified when of any formal complaint against an IFD employee.
As soon as practical
Each complaint received by the fire department shall be investigated thoroughly and promptly at the _____ level of authority.
Appropriate.
Complaint investigations take the form of a _____ process.
Fact finding process.
