Complaint

Investigation

Daniel McNeil, R.S. – Wheeling District Sanitarian

Sanitarian Training Class

Course Objectives

Upon completion of this lesson, you will learn:

• Types of complaints that sanitarians investigate

• Effective verbal communication

• Letter and email writing

• Conflict Resolution

• Documenting complaints

• Entering complaints in Health Space

1

Permitted Facilities

• Food Establishments

• Lodging Facilities

• Recreational Water Facilities

• Body Art Studios

• Child Care Centers

• Adult Care Facilities and Group Homes

• Manufactured Home Communities

• Unpermitted facility

2

Water and Sewer

• Failing systems – see or smell sewage

• HAU not being maintained

• Discharge into a creek

• System Installed / Modified without a Permit

• Installer not Certified

• Public Sewage

• Public Water

3

Vector Control

• Standing water – mosquitos

• Trash

• Rodents

• Dead animals

• Animal Waste

• Animal Encounters

4

Indoor Air

• Smoking – if your county BOH has passed regulation

• Mold in rental property – Investigate, not enforce

5

Covid-19

• Individuals not wearing masks

• Facilities exceeding capacity

6

Complaints to Refer

• Storm water – Code Enforcement

• Violations of Fire Core or Electrical Code – Fire Marshall

• Trash, Rodents, etc. inside a residence – Social Services

• Nursing Home – Office of Health Facility Licensure

• Infectious Medical Waste – Fairmont District Office

7

Authority

Permitted Facilities, Water, Sewer – code

Covid-19 – Procedure E-1-H, 64 CSR 114 Public Health

Standards for Businesses Remaining Open During Covid-19

Vector Control – WV Code 16-3, WV Code 16-9

8

Procedure E-1-H

9

WV Code 16-3

“The state director of health or any county or municipal health

officer shall inquire into and investigate all nuisances affecting

the public health within his jurisdiction; and the said director or

any such officer or the county commission of any county or any

municipality is authorized and empowered to apply to the circuit

court of the county in which any such nuisance exists, or to the

judge thereof in vacation, for an injunction forthwith to restrain,

prevent or abate such nuisance.”

10

WV Code 16-9

§16-9-2. Throwing or releasing dead animals or offensive

substances into waters used for domestic purposes; penalties;

jurisdiction; failure to bury or destroy offensive substances after

conviction; successive offenses.

§16-9-3. Depositing dead animals or offensive substances in or

near waters or on or near roads or on public or private grounds;

penalties; failure to bury or destroy offensive substances after

conviction; successive offenses.

11

Effective Communication Skills

• Active Listening

• Nonverbal communication – body language

• Managing stress

• Being assertive

12

Active Listening

Understanding the words or the information being

communicated, but also understanding the emotions the

speaker is trying to convey

You understand, and the other person feels understood

Builds a connection between speakers and lowers stress

13

Active Listening Tips

• Focus on the speaker

• If you have to take a call, etc., let the speaker know

• Don’t interrupt

• Listen to understand, not to reply

• Show interest in what the person is saying

• Verbal or non-verbal

• Try not to judge

• Provide Feedback

• “So, what I’m hearing is…”

• “I think what you’re trying to say is…”

14

Nonverbal Communication

Includes body language, includes facial expressions, body

movement and gestures, eye contact, posture, the tone of your

voice, and even your muscle tension and breathing

Often gives more information than words

15

Nonverbal Signals

• Eye contact

• Facial Expressions

• Tone of voice

• Posture and gestures

• Touch

• Intensity

• Timing and Pace

• Sounds

16

Reading Body Language

• Watch for inconsistencies

• Do their words match their body language

• Look at signals as a group

• Example: eye contact + tone of voice + posture

• Be aware of individual differences

• Culture, gender, age, etc.

• Use body language that shows confidence

• Stand up straight, eye contact, positive tone

• Trust your instincts

17

Managing Stress

Communication is one of the most stressful life experiences

Remaining calm can help the other person remain calm

18

Stress Management Tips

• Recognize when you’re becoming stressed

• Pause for a moment

• Find humor in the situation

• Be willing to compromise

19

Being Assertive

Being assertive means expressing your thoughts, feelings, and

needs in an open and honest way, while standing up for yourself

and respecting others.

It does NOT mean being hostile, aggressive, or demanding.

Confident not arrogant

20

Tips for Being Assertive

• Value yourself – Your thoughts are equally important

• Know what you need, and don’t be afraid to ask for it

• Learn to say “no”.

• Show empathy

• Escalating Assertion

21

Letter Purposes

• Request for Information

• Notification of Violation / Request for Correction

22

Elements of a Business Letter

23

Your Contact Info

Your Logo

Recipient Contact Info

Recipient Name

Body

Closing

Signature

Name

Title

PDF’s

A PDF signature is a legal signature

24

The Big Question

Can I defend my letter in a court of law?

25

Requests for Information

• Be specific about what you need

• Be specific about what you don’t need (sometimes)

• If there is a time frame and/or penalty involved

• Cite Code

• Be specific about start time and end time

• Be Specific about penalties (if possible)

Recommended

• Clear up any misconceptions – if applicable

26

Notice of Violation

• Specific factual observations

• Cite Code(s)

• Be specific about

• Time frame for compliance

• Required correction

• Penalties for non-compliance

• Right to appeal/hearing

27

Do Do Not

• Use formal greeting

• Use specific factual

observations

• Use specific code

requirements

• Use specific code citations

• If something is outside of

the scope of your authority,

tell them and point them to

the proper authority if there

is one

• Be too informal

• Use vague or subjective

language

• Use judgmental language

• Tell them that it’s “not your

job”

28

Do’s and Don’ts

Do Do Not

• Dear FirstName LastName

• Observed several bags of

trash in the front yard

• All trash must be disposed

of in a landfill

• West Virginia 64CSR000

requires that…

• I’m sorry but I don’t have

the authority to…

• Hey Buddy

• Your yard is nasty

• You need to clean that

mess up

• You can’t do that

• You need to…

• That isn’t right/nice/etc.

• That’s not my job

29

Do’s and Don’ts

Emails

• When using employer provided equipment or network

there is no expectation of privacy.

• Official correspondence – same do’s and don’t as a letter

• Subject to a Freedom of Information Request

• Use an email signature

• Name

• Title

• Phone Number

30

Conflict Resolution

Conflict is more than a disagreement

Occurs when communication breaks down and one or both

parties become hostile

• De-escalation

• Escape

31

Why Do Conflicts Occur?

• Financial Issues

• Home Stress

• Job Stress

• Inspection Stress

• Loss of control

• General dislike of government / regulation

32

De-escalation Tips

• Don’t be dismissive of their feelings and emotions

• Increase personal space

• Be more aware of posture and expressions

• Don’t intimidate or be intimidated

• Control your emotions

• Control the situation by controlling yourself

• When someone challenges your authority, redirect to the

issue

• Don’t rush the conversation

• Keep it simple – clear, concise choices and consequences

• Set limits – you are not required to tolerate abuse

33

Escape

• Be aware of exits – don’t let people block them

• When someone become threating, end inspection and leave

• Discuss the situation with your supervisor

34

Complaint Documentation

• Complaint inspection or routine inspection

• Inspection Form

• Visit

• SG-53 Official Visit Form

• Notice of Violation

• Letter

• Animal Encounter Form

35

SG-53 Official Visit

36

Notice of Violation

37

Official Notice

38

Daniel McNeil

District Sanitarian

Wheeling District

681-205-3347

Daniel.H.McNeil@

wv.gov

Questions?

39