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 2 · Revised June 3, 2026 · Status: review draft

A. The Assigned Case Worker responds to each non-emergency request within 5 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 must approve each extension in writing before the original deadline passes.
C. The resident is notified in writing of any extension, the reason, and the new date.
D. Requests not resolved within 15 business days go to the Unit Supervisor for review. The Unit Supervisor approves escalation to the Division Manager.
F. Staff should try to resolve requests on first contact when possible.