Complaint Investigation
Transcript of Complaint Investigation
Complaint
Investigation
Daniel McNeil, R.S. – Wheeling District Sanitarian
Sanitarian Training Class
Course Objectives
Upon completion of this lesson, you will learn:
• Types of complaints that sanitarians investigate
• Effective verbal communication
• Letter and email writing
• Conflict Resolution
• Documenting complaints
• Entering complaints in Health Space
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Permitted Facilities
• Food Establishments
• Lodging Facilities
• Recreational Water Facilities
• Body Art Studios
• Child Care Centers
• Adult Care Facilities and Group Homes
• Manufactured Home Communities
• Unpermitted facility
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Water and Sewer
• Failing systems – see or smell sewage
• HAU not being maintained
• Discharge into a creek
• System Installed / Modified without a Permit
• Installer not Certified
• Public Sewage
• Public Water
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Vector Control
• Standing water – mosquitos
• Trash
• Rodents
• Dead animals
• Animal Waste
• Animal Encounters
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Indoor Air
• Smoking – if your county BOH has passed regulation
• Mold in rental property – Investigate, not enforce
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Covid-19
• Individuals not wearing masks
• Facilities exceeding capacity
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Complaints to Refer
• Storm water – Code Enforcement
• Violations of Fire Core or Electrical Code – Fire Marshall
• Trash, Rodents, etc. inside a residence – Social Services
• Nursing Home – Office of Health Facility Licensure
• Infectious Medical Waste – Fairmont District Office
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Authority
Permitted Facilities, Water, Sewer – code
Covid-19 – Procedure E-1-H, 64 CSR 114 Public Health
Standards for Businesses Remaining Open During Covid-19
Vector Control – WV Code 16-3, WV Code 16-9
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Procedure E-1-H
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WV Code 16-3
“The state director of health or any county or municipal health
officer shall inquire into and investigate all nuisances affecting
the public health within his jurisdiction; and the said director or
any such officer or the county commission of any county or any
municipality is authorized and empowered to apply to the circuit
court of the county in which any such nuisance exists, or to the
judge thereof in vacation, for an injunction forthwith to restrain,
prevent or abate such nuisance.”
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WV Code 16-9
§16-9-2. Throwing or releasing dead animals or offensive
substances into waters used for domestic purposes; penalties;
jurisdiction; failure to bury or destroy offensive substances after
conviction; successive offenses.
§16-9-3. Depositing dead animals or offensive substances in or
near waters or on or near roads or on public or private grounds;
penalties; failure to bury or destroy offensive substances after
conviction; successive offenses.
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Effective Communication Skills
• Active Listening
• Nonverbal communication – body language
• Managing stress
• Being assertive
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Active Listening
Understanding the words or the information being
communicated, but also understanding the emotions the
speaker is trying to convey
You understand, and the other person feels understood
Builds a connection between speakers and lowers stress
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Active Listening Tips
• Focus on the speaker
• If you have to take a call, etc., let the speaker know
• Don’t interrupt
• Listen to understand, not to reply
• Show interest in what the person is saying
• Verbal or non-verbal
• Try not to judge
• Provide Feedback
• “So, what I’m hearing is…”
• “I think what you’re trying to say is…”
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Nonverbal Communication
Includes body language, includes facial expressions, body
movement and gestures, eye contact, posture, the tone of your
voice, and even your muscle tension and breathing
Often gives more information than words
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Nonverbal Signals
• Eye contact
• Facial Expressions
• Tone of voice
• Posture and gestures
• Touch
• Intensity
• Timing and Pace
• Sounds
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Reading Body Language
• Watch for inconsistencies
• Do their words match their body language
• Look at signals as a group
• Example: eye contact + tone of voice + posture
• Be aware of individual differences
• Culture, gender, age, etc.
• Use body language that shows confidence
• Stand up straight, eye contact, positive tone
• Trust your instincts
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Managing Stress
Communication is one of the most stressful life experiences
Remaining calm can help the other person remain calm
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Stress Management Tips
• Recognize when you’re becoming stressed
• Pause for a moment
• Find humor in the situation
• Be willing to compromise
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Being Assertive
Being assertive means expressing your thoughts, feelings, and
needs in an open and honest way, while standing up for yourself
and respecting others.
It does NOT mean being hostile, aggressive, or demanding.
Confident not arrogant
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Tips for Being Assertive
• Value yourself – Your thoughts are equally important
• Know what you need, and don’t be afraid to ask for it
• Learn to say “no”.
• Show empathy
• Escalating Assertion
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Letter Purposes
• Request for Information
• Notification of Violation / Request for Correction
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Elements of a Business Letter
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Your Contact Info
Your Logo
Recipient Contact Info
Recipient Name
Body
Closing
Signature
Name
Title
PDF’s
A PDF signature is a legal signature
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The Big Question
Can I defend my letter in a court of law?
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Requests for Information
• Be specific about what you need
• Be specific about what you don’t need (sometimes)
• If there is a time frame and/or penalty involved
• Cite Code
• Be specific about start time and end time
• Be Specific about penalties (if possible)
Recommended
• Clear up any misconceptions – if applicable
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Notice of Violation
• Specific factual observations
• Cite Code(s)
• Be specific about
• Time frame for compliance
• Required correction
• Penalties for non-compliance
• Right to appeal/hearing
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Do Do Not
• Use formal greeting
• Use specific factual
observations
• Use specific code
requirements
• Use specific code citations
• If something is outside of
the scope of your authority,
tell them and point them to
the proper authority if there
is one
• Be too informal
• Use vague or subjective
language
• Use judgmental language
• Tell them that it’s “not your
job”
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Do’s and Don’ts
Do Do Not
• Dear FirstName LastName
• Observed several bags of
trash in the front yard
• All trash must be disposed
of in a landfill
• West Virginia 64CSR000
requires that…
• I’m sorry but I don’t have
the authority to…
• Hey Buddy
• Your yard is nasty
• You need to clean that
mess up
• You can’t do that
• You need to…
• That isn’t right/nice/etc.
• That’s not my job
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Do’s and Don’ts
Emails
• When using employer provided equipment or network
there is no expectation of privacy.
• Official correspondence – same do’s and don’t as a letter
• Subject to a Freedom of Information Request
• Use an email signature
• Name
• Title
• Phone Number
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Conflict Resolution
Conflict is more than a disagreement
Occurs when communication breaks down and one or both
parties become hostile
• De-escalation
• Escape
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Why Do Conflicts Occur?
• Financial Issues
• Home Stress
• Job Stress
• Inspection Stress
• Loss of control
• General dislike of government / regulation
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De-escalation Tips
• Don’t be dismissive of their feelings and emotions
• Increase personal space
• Be more aware of posture and expressions
• Don’t intimidate or be intimidated
• Control your emotions
• Control the situation by controlling yourself
• When someone challenges your authority, redirect to the
issue
• Don’t rush the conversation
• Keep it simple – clear, concise choices and consequences
• Set limits – you are not required to tolerate abuse
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Escape
• Be aware of exits – don’t let people block them
• When someone become threating, end inspection and leave
• Discuss the situation with your supervisor
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Complaint Documentation
• Complaint inspection or routine inspection
• Inspection Form
• Visit
• SG-53 Official Visit Form
• Notice of Violation
• Letter
• Animal Encounter Form
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SG-53 Official Visit
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Notice of Violation
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Official Notice
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Daniel McNeil
District Sanitarian
Wheeling District
681-205-3347
Daniel.H.McNeil@
wv.gov
Questions?
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