The Customer Service Standards are designed to provide the individual service area’s customers with a reasonable expectation of outcomes. In addition, we want our customers to know what to expect as we move toward “Customer Focused Service Excellence”. Service Areas will respond to all inquiries as soon as practical and in accordance with the listed standards. Should a customer have an encounter with service area staff that does not meet these expectations, please contact a Service Area Leader as soon as possible to discuss. We are committed to creating an environment where everyone is treated with dignity and respect at all times.

County Administration Hours of Operation

Monday – Friday, 8:00am to 5:00pm

County Administration General Communication and Office Coverage Expectations

Telephone Inquiries

1. Calls will be answered promptly.
2. When voicemail is necessary or should a customer prefer to leave a voice-mail, county personnel will return the call no later than one business day. Every effort will be made to return calls the same business day.
3. When callers reach a service area that is unable to assist them with their inquiry, every effort will be made by the person that answered the call to get the caller to the correct location for their inquiry to be addressed.

Email/Website Inquiries

1. All e-mail and/or website inquiries, will be acknowledged with-in two business days. If an e-mail request is expected to take longer than two business days, the acknowledgement will provide a date when the requested information will be available or provide a status update.
2. If the individual you are contacting is out of the office, an automated email notification will be sent to the customer. This notification will include the individual’s return to work date and an alternate contact.

Front  Desk (in person) Inquiries

1. Personnel will be available at a front desk to respond to your inquiry.
2. Personnel will listen effectively to your request and take the necessary action to assist you.
3. Customers will be informed of the normal process time for their inquiry, when they can expect completion and any delays that may arise in the process.
4. Customer will be provided the contact information of the person who is to follow up with them and guide them through the process.
5. Customer will be informed if there are alternative options.

County Administration Delivery Standards

Freedom of Information Act Requests (FOIA)

1. An initial response will be processed within 5 business in accordance with applicable law and the County’s FOIA Policy.

 Livestock Claims

1. Claims shall be processed in accordance with the County’s Livestock Claim Policy.
2. Claimants shall receive the County’s determination within 7 business days

 Requests for Action (RFA)

1. Requests needing Board of Commissioners attention shall be processed in accordance with the Board Rules of Organization.

 Room Reservation Request (Human Services Building-Zimmerman Room)

1. Requests authorizing the County Administrator shall be processed within 2 business days.

 Risk/Liability Incidents/Claims

1. Incidents/Claims shall be processed through Michigan Municipal Risk Management Authority within 2 business days of receipt.

 Notary Bond Requests

1. Requests shall be processed through Michigan Municipal Risk Management Authority within 2 business days of receipt.

To provide additional feedback or speak with a representative, please fill out our Customer Service Survey. For priority matters that require immediate assistance, please call 269-673-0203.