HFD Reference No. I-04: Complaints

Vocabulary flashcards covering official definitions and procedural entities for complaint management within the Houston Fire Department as outlined in Reference No. I-04.

Complaining Party

A person who complains, either verbally or in writing, about any actions taken by an employee of the Department.

Complaint

A written or verbal statement by a citizen or employee complaining of any misconduct by an employee of the Department.

Formal Complaint

A sworn, notarized written statement filed by a complainant relating to misconduct of an employee.

Formal Complainant

A person who files a formal complaint relating to the misconduct of an employee.

Classified Employee

A firefighter employed by the Department who holds a position that is classified under Texas Local Government Code, Chapter 143, and who has completed the probationary period specified in Section 143.027.

Non-Classified Employee

An employee of the City of Houston Fire Department who is not classified under Texas Local Government Code, Chapter 143.

Investigation

Any administrative investigation conducted by the City of Houston of any alleged misconduct by an employee that could result in punitive action against that employee.

Policy Awareness Program (P.A.P.)

A preliminary review for complaints that are not formalized, assigned for education or training rather than discipline.

Punitive Action

A disciplinary suspension, indefinite suspension, demotion in rank, or any combination of those actions.

Respondent

The subject of an investigation who has been accused of misconduct.

Witness

Any person who has direct or indirect knowledge of alleged misconduct of an employee, including a complaining party or any person providing testimony to prove or disprove misconduct.

Office of Inspector General (OIG)

The entity responsible for investigations of employee misconduct involving discrimination, retaliation, and/or harassment.

Professional Standards Office (PSO)

The entity responsible for the investigation of allegations including violations of state or federal law, HFD Rules and Regulations, General Orders, and Directive Policies.

Medical Quality Assurance

Internal investigations of any alleged commission of sub-optimal patient care and medically related operations conducted by the Medical Director.

Claims of Personal Injury or Property Damage

Complaints that must be referred to the City Secretary’s Office and the City Attorney’s Office.