Ombudsperson Fairness Checklist
Communication
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Public information is available and understandable
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Forms are in plain language
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Clients are given all the information they need
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Clients are treated with courtesy
Facilities and Services
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Telephones are answered promptly
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Voicemail, answering machines or toll-free numbers
are available
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Premises are easily accessible and suited for
wheelchairs
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The environment is safe and healthy for workers
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The public's right to privacy is respected
Decision Procedures
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Those affected by a decision have a chance to give
information and evidence to support their position
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Decisions are made within a reasonable time
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Reasons are given for decisions
Appeal, Review, and Complaint Procedures
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At the time of decisions, people are told of any
existing appeal or review procedures
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Complaint procedures are clearly defined
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The public is asked for ideas on improvements in
service
Organizational Issues
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Staff are given clear titles for the functions they
perform
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Agencies consider whether reorganizing would provide
better quality service
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Agencies cooperate with one another to provide
better service to the public
Agency Review and Planning
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The public is invited to participate in planning
programs
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How decisions will be made is clear from the
beginning
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Statistical information needed to evaluate and
improve performance is recorded and maintained
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