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
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Version 3 · Revised June 17, 2026 · Status: final review draft

A. The Assigned Case Worker replies 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. The Unit Supervisor must approve each extension in writing before the original deadline passes.
C. The resident is notified in writing about any extension, the reason for it, and the new date.
D. Requests that are not resolved within 15 business days are sent to the Unit Supervisor for review. The Unit Supervisor approves any escalation to the Division Manager.
F. Staff should aim to resolve requests on first contact whenever possible.
