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
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Effective August 1, 2026 · Owner: Resident Services Division


How do residents submit requests?
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Online portal, phone, email, or in person, in any language (SR-100 Section 4.1).

How fast must we acknowledge a request?
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Within 2 business days (SR-100 Section 4.3).

What counts as a duplicate?
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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?
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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?
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Share the response deadline, not a completion date. Responding is not the same as resolving (SR-100 Section 5.3).
