Md. Code Regs. 12.02.04.02

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

Section 12.02.04.02 - Public Relations

A. The Commissioner shall ensure that Division headquarters and each subunit:

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

(2) Designate 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) Ensure that switchboard operators, receptionists, mail room personnel, and other staff refer citizen telephone calls, mail, and visitors to the unit's designated public relations representative.

B. Telephone Communication. The Commissioner shall ensure that a person who answers telephone calls from the public for Division headquarters and Division subunits 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. Written Communication. Division headquarters and each subunit shall ensure that:

(1) Written communication is stamped with the name of the facility and the date immediately upon receipt.

(2) A written communication requiring response is responded to within 10 business days of receipt.

(3) An interim response is sent to a citizen when the communication cannot be properly responded to within the 10 business days' requirement. The warden shall ensure that the interim response addresses the following:

(a) The individual responsible for 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. Division staff encourages an appointment when a citizen wishes to speak in person with a Division staff member about an inmate. Each warden shall:

(1) Ensure that a clear and current notice is posted within the visitor area to notify a visitor as to where information may be obtained.

(2) Ensure that an employee having contact with a visitor to Division headquarters, or a Division subunit, is adequately prepared and has available appropriate information which may be of use to the visitor.

(3) Designate a person to handle visitors' requests during posted business hours. A citizen may call to confirm business hours for a specific Division subunit.

E. Inquiry.

(1) The process for referring a visitor inquiry is as follows:

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

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

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

(ii) Recorded for future processing; or

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

(2) Each warden shall ensure that a citizen making an inquiry is advised when the inquiry is referred to another agency, by being sent a copy of the referral letter, which shall include the reason for referral to another agency for response.

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

Md. Code Regs. 12.02.04.02