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. RESIDENT SERVICES STAFF FAQ =========================== Effective August 1, 2026 ยท Owner: Resident Services Division How do residents submit requests? --------------------------------- Online portal, phone, email, or in person, in any language (SR-100 Section 4.1). How fast must we acknowledge a request? --------------------------------------- Within 2 business days (SR-100 Section 4.3). What counts as a duplicate? --------------------------- Same issue at the same location as an open request. Merge it and give the resident the original tracking number (SR-100 Section 8.1). Who can extend a deadline? -------------------------- Only the Unit Supervisor, in writing, before the original deadline passes (SR-100 Section 6.2). Can I tell a resident when their request will be finished? ---------------------------------------------------------- Share the response deadline, not a completion date. Responding is not the same as resolving (SR-100 Section 5.3).