High Level Inquiry Procedures

Procedure 000 v.1

 

  1. High-Level Inquiry Received by the Executive Correspondence Unit (ECU)
  2. Receiving a High-Level Inquiry Referral from the ECU
  3. Replying to the ECU Regarding a High-Level Inquiry Referral
  4. ECU Response to the High-Level Inquiry
  5. High-Level Inquiry Action Closed by the ECU

 

  1. High-Level Inquiry Received by the Executive Correspondence Unit (ECU)
  2. Standards
  3. The ECU staff receives a High-Level Inquiry from a high-profile source and determines the appropriate action to be taken.
  4. The ECU staff documents the CAAL (Case Activity List) screen with the details of the High-Level Inquiry.
  5. The ECU staff may refer the inquiry to the assigned Case Manager, Supervisor, and Regional Manager for immediate review and action.
  6. Procedures
  7. The ECU staff documents the CAAL screen with the appropriate inquiry type, the source of the inquiry, the inquiring party, and the circumstances of the inquiry.
  8. High-Level Governmental Inquiry (HLGI) Action
  9. Enter activity code:
  10. B0310 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY)
  11. Use this code when the inquiry is being resolved directly by the ECU.
  12. B0311 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY/CASE MANAGER NOTIFIED)
  13. o Use this code when the inquiry is being referred to the assigned Case Manager.
  14. Legislative Services (LS) Action – assigned an LS action number
  15. Enter activity code:
  16. B0310 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY)
  17. Use this code when the inquiry is being resolved directly by the ECU.
  18. B0311 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY/CASE MANAGER NOTIFIED)
  19. Use this code when the inquiry is being referred to the assigned Case Manager.
  20. Assistant Director’s Office (AD) Action – assigned an AD action number
  21. Enter activity code:
  22. B0314 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY)
  23. Use this code when the inquiry is being resolved directly by the ECU.
  24. B0315 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY/C/W NOTIFIED)
  25. Use this code when the inquiry is being referred to the assigned Case Manager.
  26. Director’s Office (DO) Action – assigned a DO action number
  27. Enter activity code:
  28. B0314 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY)
  29. Use this code when the inquiry is being resolved directly by the ECU.
  30. B0315 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY/C/W NOTIFIED)
  31. Use this code when the inquiry is being referred to the assigned Case Manager.
  32. When appropriate, the ECU staff refers the inquiry by e-mail to the assigned Case Manager, copying the Supervisor and Regional Manager, for immediate review and action.
  33. The ECU staff provides a strict deadline for actions to be taken and a reply to be received.

Return to beginning of High Level Inquiry Procedure

 

  1. Receiving a High-Level Inquiry Referral from the ECU
  2. Standards
  3. The Case Manager or other designee immediately reviews the inquiry and takes necessary action.
  4. The Case Manager or other designee documents the CAAL screen with a detail of actions taken and any pending actions.
  5. Procedures
  6. The Case Manager or other designee reviews the inquiry in its entirety, including any attachments.
  7. Note: The inquiry will include contact information for the party which may differ from information currently on the system.
  8. The Case Manager or other designee must contact the inquiring party by phone immediately.
  9. Address the party’s concerns.
  10. Advise the party of actions being taken to resolve the matter.
  11. Inform the party of any timeframes involved.
  12. Note: The Case Manager or other designee must make at least 3 attempts to contact the party by phone and document the CAAL screen with each attempt. If unsuccessful, send an e-mail to the party.
  13. The Case Manager or other designee documents the CAAL screen for the corresponding inquiry type, including results of contact with the party, detail of all actions taken, and any actions pending.
  14. HLGI Action
  15. Enter activity code:
  16. B0312 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY/ACTION STARTED)
  17. o Use this code when actions remain pending to resolve the inquiry.
  18. B0313 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY/ACTION CLOSED)
  19. o Use this code to close the action when the inquiry is resolved, and no further action is required.
  20. LS Action
  21. Enter activity code:
  22. B0312 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY/ACTION STARTED)
  23. Use this code when actions remain pending to resolve the inquiry.
  24. B0313 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY/ACTION CLOSED)
  25. Use this code to close the action when the inquiry is resolved, and no further action is required.
  26. AD Action
  27. Enter activity code:
  28. B0316 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY/ACTION STARTED)
  29. Use this code when actions remain pending to resolve the inquiry.
  30. B0317 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY/ACTION CLOSED)
  31. Use this code to close the action when the inquiry is resolved, and no further action is required.
  32. DO Action
  33. Enter activity code:
  34. B0316 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY/ACTION STARTED)
  35. Use this code when actions remain pending to resolve the inquiry.
  36. B0317 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY/ACTION CLOSED)
  37. Use this code to close the action when the inquiry is resolved, and no further action is required.
  38. The Case Manager or other designee sends an e-mail to the Supervisor detailing the resolution of the inquiry.
  39. The Supervisor reviews the actions taken to ensure resolution of the inquiry in its entirety.
  40. The Supervisor approves the resolution of the inquiry or provides direction for further action, if necessary.
  41. When actions remain pending, the Case Manager or other designee must maintain ongoing communication with the party until the matter is completed.

Return to beginning of High Level Inquiry Procedure

 

  1. Replying to the ECU Regarding a High-Level Inquiry Referral
  2. Standard
  3. The Case Manager or other designee replies to the ECU with resolution of the High-Level Inquiry.
  4. Procedure
  5. The Case Manager or other designee replies to the ECU in the original e-mail chain, copying the Supervisor and Regional Manager.
  6. The reply must clearly detail all actions taken, any pending actions, and timeframe for completion.

Return to beginning of High Level Inquiry Procedure

 

  1. ECU Response to a High-Level Inquiry
  2. Standards
  3. For HLGI and LS actions, the ECU staff responds to the source of the High-Level Inquiry.
  4. For AD and DO actions, the ECU staff prepares a written response to the party in most circumstances.
  5. Procedures
  6. For HLGI and LS actions, the ECU staff provides a detailed response describing resolution of the inquiry to the source.
  7. For AD and DO actions, the ECU staff prepares a written response to be submitted to the DCSS Assistant Director’s office for signature.
  8. The written response must summarize communications and detail all actions taken, any pending actions, and timeframe for completion.

Return to Beginning of High-Level Inquiry Procedures

 

  1. High-Level Inquiry Action Closed by the ECU
  2. Standard
  3. When the inquiry is resolved directly by the ECU, the ECU staff documents the CAAL screen with actions taken to close the High-Level Inquiry.
  4. Procedures
  5. The ECU staff documents the CAAL screen with the appropriate inquiry type and detail of actions taken.
  6. HLGI Action
  7. Enter activity code:
  8. B0313 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY/ACTION CLOSED)
  9. LS Action
  10. Enter activity code:
  11. B0313 (TC-HIGH LEVEL GOVERNMENTAL INQUIRY/ACTION CLOSED)
  12. AD Action
  13. Enter activity code:
  14. B0317 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY/ACTION CLOSED)
  15. DO Action
  16. Enter activity code:
  17. B0317 (AD/DO LTR-HIGH LEVEL GOVERNMENTAL INQRY/ACTION CLOSED)

Return to beginning of High-Level Inquiry Procedures

Procedure Revision Date: 8/06/2021
Procedure Review Date:

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