Md. Code Regs. 12.12.23.02

Current through Register Vol. 51, No. 22, November 1, 2024

Section 12.12.23.02 - Public Relations

A. The Director shall ensure that the Institution:

(1) Responds to citizens' inquiries and complaints transmitted either in writing, by telephone, or through personal visits;

(2) Designates a person to handle inquiries or complaints; the public relations representative may refer a matter to a more appropriate individual or agency for a response;

(3) Ensures that switchboard operators, receptionists, mail room personnel, and other staff refer citizen telephone calls, mail, and visitors to the Institution's designated public relations representative.

B. The Director shall ensure that a person who answers telephone calls from the public is trained in the following:

(1) Mechanics of the telephone system;

(2) Proper telephone courtesy;

(3) Prompt attention to calls; and

(4) Use of directories to forward a caller to the appropriate person.

C. The Director shall ensure that written communication:

(1) Is stamped with the name of the Institution and the date immediately upon receipt;

(2) Is responded to within 10 business days of receipt, if a response is required;

(3) Is addressed by an interim response to the citizen when the communication cannot be properly responded to within the 10 business days' requirement; the Director shall ensure that the interim response addresses the following:

(a) The name of the individual responsible for the reply,

(b) The reason for the delay, if it can be stated,

(c) The telephone number of the individual responsible for reply, and

(d) An estimate as to when a reply will be made.

D. Personal Visit.

(1) Institution staff shall encourage a citizen to make an appointment when a citizen wishes to speak in person with an Institution staff member about an inmate.

(2) The Director shall ensure that a clear and current notice is posted within the visitor area to notify a visitor as to where information may be obtained.

(3) The Director shall ensure that an employee having contact with a visitor to the Institution is adequately prepared and has available appropriate information which may be of use to the visitor.

(4) The Director shall designate a person to handle visitors' requests during posted business hours. A citizen may call to confirm the business hours of the Institution.

E. The process for referring a visitor inquiry is as follows:

(1) Each inquiry, complaint, or request shall be accepted;

(2) If an inquiry, complaint, or request is not resolved immediately, it shall be:

(a) Referred to an appropriate person for further handling, or

(b) Recorded for future processing;

(3) The inquirer shall be advised of information required to direct the request to a more appropriate agency to obtain the information requested;

(4) The Director shall ensure that a citizen making an inquiry is advised when an inquiry is referred to another agency, by sending the citizen a copy of the referral letter which will include the reason for referral to another agency for response.

F. The Director shall ensure that appropriate staff receive a copy of the citizen response plan and receive orientation in those procedures.

Md. Code Regs. 12.12.23.02