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Field Office Managers and Supervisors are responsible for noƟfying clients and the public of their right to file general program complaints. The agency may make the informaƟon available through writen materials or posters at cerƟficaƟon offices or other appropriate means. They will maintain a central complaint log that contains at least the minimum informaƟon listed below and will follow up on complaints to see that they are responded to and resolved. Complaints need to be reviewed at least annually to see whether paterns of problems may be present and to idenƟfy possible causes of the problems. They are responsible to ensure that staff is trained on the proper processing of complaints. CLIENT SERVICE COORDINATOR RESPONSIBILITIES: Client Service Coordinators are responsible for recording complaints received and ensuring that they are documented, responded to, and resolved. COMPLAINT LOGS: Complaint logs need to contain the following minimum informaƟon: • Name, address and phone number or other means of contacƟng the complainant. • Name and locaƟon of the organizaƟon, office, or person the complaint is against. • The date(s) on which the acƟon causing the complaint occurred. • The reason for the complaint. • The acƟon taken and the resoluƟon or disposiƟon of the complaint. MONITORING: Complaint logs are rouƟnely reviewed during the SNAP Management EvaluaƟon (ME) Process and reviewed in OPA offices. Logs are evaluated for compleƟon, complaint resoluƟon, and are analyzed for paterns of problems and potenƟal causes and soluƟons. Compliance with the General Program Complaint procedure is noted in the report generated following all MEs. EffecƟve Date: March 6, 2024