FICTIONAL TRAINING FILE - The City of Fernhollow, its staff, residents and data are invented for the CPS HR Microsoft 365 Copilot workshop. Do not use real work data.

SR-100 DRAFT SECTION: RESPONSE, EXTENSIONS AND ESCALATION
=========================================================
Version 1 · Drafted May 12, 2026 · Status: working draft

A. The Intake Specialist responds to each non-emergency request within 10 business days of receipt.
B. The deadline may be extended by up to 10 business days when the request requires a site visit or information from a third party. The Unit Supervisor approves extensions.
C. The resident is told about any extension.
D. Requests not resolved within 15 business days go to the Unit Supervisor for review. The Unit Supervisor approves escalation to the Division Manager.
E. A resident may request escalation at any time.
F. Staff should try to resolve requests on first contact when possible.