Compliments and Complaints

The employees of Dane County Public Safety Communications strive to respond to the needs of the public by providing professional, effective, efficient, telecommunication response to calls by citizens and public safety responders.

Compliments

All persons the department has official contact with, including public and agency staff, are considered customers.

It is our policy that the attitude expressed in the Communicator’s voice and mannerisms will show concern for the customers, and will be respectful, non-judgmental, non-complacent, and non-sarcastic. The member’s voice and mannerisms will give the customer the impression that this is the most important call or encounter the Communicator will ever be involved with.

• A Customer Service Award may be awarded for a case, which not only complies with protocol and customer service standards, but also goes even beyond in the area of customer service.
• A Stork Pin may be awarded following the birth of a baby with compliance to protocol and customer service standards.
• Recognition of a Save may be bestowed upon a Communicator whose compliance to protocol and customer service standards is part of a successful resuscitation.

Complaints

As a means of maintaining Dane County Public Safety Communications Center performance and community relations, our center:

• Encourages citizens to recommend improvements in our service delivery
• Encourages complaints and/or questions about the Communications Center's performance or actions of its members and employees

Procedures For Submitting a Complaint

If you feel that an employee has acted improperly, you may register your complaint by completing an Incident Inquiry Form from our website.

A form may also be requested in the following ways:

Notification of Inquiry Receipt and Status

Once your inquiry has been received, you will be notified of the receipt of your complaint. This notification can be by way of telephone call or email.

Once your inquiry has undergone the proper investigation either the communicator's Shift Supervisor, the Operations Manager or the 911 Center Director will notify you of the conclusion and result of the investigative process. Results of a complaint investigation will be reported to the Public Safety Communications Center Board.