In compliance with the Annotated Code of Maryland which requires agencies to adopt procedures for responding to communication from a member of the public and for the keeping of related records.

The policy and practice of this Department is that communication from the public is important and should be responded to promptly, politely, and in as helpful a manner as possible.

The Department recognizes the difficulty and limitations arising from the fact that its divisions and offices are located in all counties of the State, that the staffs range in size from very small to very large, and that the workload can, at various cycles, reach a feverish pitch. The procedures have been developed in the knowledge of these complexities and with the desire to provide the public with the service to which it is entitled which at the same time not adding unnecessarily to the workload of the staff or impairing the quality of the work performed.

1. Telephone Communications

Telephones shall be covered during normal business hours. Generally, calls coming in on a particular telephone will be for that person, desk, staff, or unit to which the telephone is assigned. To the fullest extent possible, the staff member for whom the call is intended, or the one receiving the call, or to whom the call is referred shall supply the information requested or accept the complaint tendered. If, in the staff member's judgment, no further action is required, no record of the call need be made.

If the person for whom the call is intended or to whom the call is directed is not readily available, the one taking the call shall record the date, time, the caller's name, telephone number, and, if possible, a brief description of the subject matter on a telephone message slip. The caller should be informed that the call will be returned as soon as possible.

If a telephone call requires investigation or delay before responding, or if, for any other reason, an immediate response is not possible, the caller should be so told and advised as to the anticipated time within which a response can be expected.

Each division, program, section, or separate office is responsible for developing its telephone answering technique so that it is in accordance with this provision

2. Written Correspondence

Incoming written correspondence should be dated, either by the central mailing sorting section or the appropriate person who is responsible for receiving incoming mail for a person, desk, station, or unit.

Written correspondence requiring a response should be replied to or acknowledged as quickly as is possible, but at the most, within ten business days. If immediate resolution is not possible, the correspondent should be given a notification of acknowledgment and an indication as to the date by which a reply may be expected. If a communication is forwarded to a more appropriate agency for reply, the correspondent should be so notified.

The staff member in charge of each division, program, section, or separate office is responsible for developing its technique for receiving and responding to written correspondence and the appropriate retention of records in accordance with this provision

3. Personal Visits

Signs or directories clearly showing the name of the Department and the location of the Department's main reception or information area should be conspicuously placed on the premises occupied by the Department at its several locations. The names and locations of all the principal offices and divisions shall also be listed at each of the departmental business locations to the extent that space or circumstances allow. Each visitor, not calling on a specific individual, should be referred to the first person available within an office or unit who can speak authoritatively on the subject that concerns the visitor.

All inquiries and complaints should be accepted and resolved immediately to the fullest extent practicable. A record should be kept of deferred inquiries in order that proper follow-up can be made.

4. Receipt and Referral of Communications in General

The Department staff member receiving a communication in any form (via telephone, mail, or personal visit not specifically directed) shall refer the communication to the staff member most likely to have relevant knowledge and authority to render a response on behalf of the Department. If the employee receiving the communication is uncertain as to where to refer the communication, the employee shall refer it to the unit or office supervisor, or to the local Supervisor or Assistant Supervisor.

5. Communication from the Media

Communication from members of the press, radio, television, and other media, other than those of a specific technical or routine nature, should be referred to the Director or his designee.

This Citizen Response Plan is, in essence, no more than sound business practice and procedure, embracing the concept of extending, at all times, courteous treatment to members of the public, and responding to their inquiries on a timely and genuinely helpful basis.

It is the responsibility of the supervisor of every program, division, section, or separate office, to inform their staffs of the content of this plan; and it is further incumbent upon each to assure that all persons within their areas of supervision perform their duties as they relate to communication with the public in accordance with this plan.