Fairness Checklist

Administrative fairness includes:

Appropriate authority
Respects statutes and regulations

Program consistency
Follows policies, procedures and standards

Participation options
Seeks input and provides decision criteria

Open communication
Provides information and demonstrates transparency

Integrity of service
Treats people impartially, equitably and respectfully

Continuous improvement
Evaluates progress and corrects mistakes

Complaint resolution
Offers access to a review process

Ombudsperson Fairness Checklist

Communication

  • Public information is available and understandable
  • Forms are in plain language
  • Clients are given all the information they need
  • Clients are treated with courtesy

Facilities and Services

  • Telephones are answered promptly
  • Voicemail, answering machines or toll-free numbers are available
  • Premises are easily accessible and suited for wheelchairs
  • The environment is safe and healthy for workers
  • The public's right to privacy is respected

Decision Procedures

  • Those affected by a decision have a chance to give information and evidence to support their position
  • Decisions are made within a reasonable time
  • Reasons are given for decisions

Appeal, Review, and Complaint Procedures

  • At the time of decisions, people are told of any existing appeal or review procedures
  • Complaint procedures are clearly defined
  • The public is asked for ideas on improvements in service

Organizational Issues

  • Staff are given clear titles for the functions they perform
  • Agencies consider whether reorganizing would provide better quality service
  • Agencies cooperate with one another to provide better service to the public

Agency Review and Planning

  • The public is invited to participate in planning programs
  • How decisions will be made is clear from the beginning
  • Statistical information needed to evaluate and improve performance is recorded and maintained