Page 47

MS 0200 [1]

Volume 1 – General Administration MS 0200 – R. 6/1/26 – OMTL – 696 Complaint Module on Worker Portal

The Complaint Module is a method by which the Cabinet for Health and Family Services (CHFS) complies with a Food and Nutrition Administration (FNA) mandate to track client contacts and complaints. Entries are made on the module for all individuals who contact the cabinet for assistance concerning an issue with a case. All CHFS field staff with user access to Worker Portal can access the Complaint Module.

[All complaints reported by individuals should be logged in the Complaint Module, including Civil Rights complaints of discrimination.]

Access the Complaint Module by signing into Worker Portal and navigating to the Case Summary Screen. From Tools, select ‘Complaints’ from the drop-down. Options for a new Complaint entry or a Complaint Search are available.

[The complainant is defined as the person making contact. The complainant can be making a formal complaint or inquiring about their own or another individual’s case. Before a complainant is entered into the Complaint Module, conduct a thorough search in the Complaint Module via the Complaint Search selection to determine if the same complaint has been previously entered.]

It is critical that all users strive to keep the data that is entered into the Complaint Module current at all times. There may be duplicate entries for a complainant if they have made different points of contact or called multiple times.

loading…

Page 47

Official source

MS 0200 [1]

Volume 1 – General Administration MS 0200 – R. 6/1/26 – OMTL – 696 Complaint Module on Worker Portal

The Complaint Module is a method by which the Cabinet for Health and Family Services (CHFS) complies with a Food and Nutrition Administration (FNA) mandate to track client contacts and complaints. Entries are made on the module for all individuals who contact the cabinet for assistance concerning an issue with a case. All CHFS field staff with user access to Worker Portal can access the Complaint Module.

[All complaints reported by individuals should be logged in the Complaint Module, including Civil Rights complaints of discrimination.]

Access the Complaint Module by signing into Worker Portal and navigating to the Case Summary Screen. From Tools, select ‘Complaints’ from the drop-down. Options for a new Complaint entry or a Complaint Search are available.

[The complainant is defined as the person making contact. The complainant can be making a formal complaint or inquiring about their own or another individual’s case. Before a complainant is entered into the Complaint Module, conduct a thorough search in the Complaint Module via the Complaint Search selection to determine if the same complaint has been previously entered.]

It is critical that all users strive to keep the data that is entered into the Complaint Module current at all times. There may be duplicate entries for a complainant if they have made different points of contact or called multiple times.