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.

SERVICE REQUEST PROCEDURE SR-100
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Revision 3 · Effective July 1, 2026 · Approved by Renata Vossberg, Department Director · Owner: Resident Services Division


Section 1. Purpose
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This procedure sets the steps and time limits for receiving, routing, responding to, and closing non-emergency and emergency service requests submitted by residents of the City of Fernhollow.

Section 2. Scope
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This procedure applies to all Resident Services staff who receive or work on service requests. It does not apply to code-enforcement complaints, which follow Procedure CE-210.

Section 3. Definitions
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  - Service request: a resident's request for a City service, repair, or information, received through the online portal, by phone, by email, or in person.
  - Emergency request: a request involving an immediate risk to health or safety, as determined by the Intake Lead or Unit Supervisor.
  - Non-emergency request: any service request that is not an emergency request.
  - Duplicate request: a request that describes the same issue at the same location as an open request.
  - Business day: Monday through Friday, excluding days City offices are closed.

Section 4. Intake
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4.1 Requests are accepted through the online portal, by phone, by email, and in person, in any language. Staff must use the City's interpretation line when needed.
4.2 Every request receives a tracking number at intake.
4.3 Staff acknowledge every non-emergency request within 2 business days of receipt.

Section 5. Response Deadlines
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5.1 Emergency requests: staff respond within 1 business day of receipt.
5.2 Non-emergency requests: staff respond within 5 business days of receipt. (Revision 3 changed this from 10 business days.)
5.3 "Respond" means the resident receives a substantive reply stating the action the City will take or the information requested. A response is not the same as resolving the request.

Section 6. Exceptions and Extensions
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6.1 The non-emergency response deadline may be extended by up to 10 additional business days when the request requires a site visit or information from a third party.
6.2 Every extension requires the written approval of the Unit Supervisor before the original deadline passes.
6.3 The resident must be notified in writing of the extension, the reason, and the new date.

Section 7. Escalation
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7.1 A non-emergency request that is not resolved within 15 business days of receipt is reviewed by the Unit Supervisor.
7.2 The Unit Supervisor approves any escalation to the Division Manager.
7.3 A resident may ask for escalation at any time; the Unit Supervisor must reply within 3 business days.

Section 8. Duplicate Requests
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8.1 Duplicate requests are merged with the open request. The resident who submitted the duplicate is notified of the original tracking number.

Section 9. Closing a Request
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9.1 A request is closed when the action is complete or the requested information has been provided, and the resident has been notified.
9.2 Request records are retained for 3 years after closing.

Section 10. Changes to This Procedure
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10.1 Response deadlines and other requirements in this procedure change only by a written revision approved by the Department Director. Emails, meeting notes, and announcements do not change this procedure.
10.2 Revision history: Rev. 1 (2022) original; Rev. 2 (2024) added email intake; Rev. 3 (July 1, 2026) shortened the non-emergency response deadline from 10 to 5 business days.
