Practice tool · supplied source checking

Check 12 claims against the source

File 01 is a training draft summary. Compare each of its 12 claims with File 02, the signed procedure shown beside it. Label each claim Accurate or Error (a claim the procedure does not support counts as an Error), then use the feedback to find the supporting section.

This is practice, so there is no score to pass here. File 01 has 10 planted defects: 9 of the 12 claims are wrong or unsupported, and 1 required step is missing (the Bonus question). In Lab 1, finding 8 of those 10 is a pass. Here, trace each claim to its section in File 02 and note how you would correct the wording.

File 01: DRAFT - Summary of the Service Request Procedure

Prepared by the Intake team (draft for review). Status: NOT REVIEWED.

Statement 1: Residents submit service requests through the online portal, and requests must be written in English.

Statement 2: Every request receives a tracking number at intake.

Statement 3: Staff acknowledge every non-emergency request within 1 business day.

Statement 4: Emergency requests are handled within 3 business days.

Statement 5: Non-emergency requests must receive a response within 10 business days.

Statement 6: Any staff member may extend a deadline by up to 10 additional business days if a site visit is needed.

Statement 7: Requests that are not resolved within 10 business days are automatically escalated to the Division Manager.

Statement 8: Duplicate requests are rejected so staff can focus on new issues.

Statement 9: Requests received on holidays are processed on the next business day.

Statement 10: Request records are retained for 3 years after closing.

Statement 11: Following this procedure guarantees that every request is resolved within 5 business days.

Statement 12: Changes to deadlines require a written revision approved by the Department Director.

Bonus: the missing step

The draft also leaves out one required step completely. Which one?

A tracking number for every request, given at intakeWritten notice to the resident of an extension, with the reason and new dateKeeping request records for 3 years after the request is closedDepartment Director approval, in writing, for any deadline change

File 02 · the source that controls

Service Request Procedure SR-100

Revision 3 · Effective July 1, 2026 · Approved by Renata Vossberg, Department Director · Owner: Resident Services Division

Section 1. Purpose

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

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

• 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

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

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

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

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

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

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

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.

Download the originals: file 01 (.docx) · file 02 (.docx) · Go to Lab 1