Appalachian District Health Department

Policy and Procedure

Policy Name Environmental Health Policy Topic Environmental Health Communication Policy

Section 700

Approved Date: 7-7-13

Chapter 720

Revision Date:

Purpose: The Appalachian District Environmental Health Section is charged with the enforcement of a wide range of Environmental Health laws and rules. These include, but are not limited to, activities in the permitting of septic systems and private drinking water wells, the permitting and inspection of food, lodging, institutions, public swimming pools, child care facilities, residential care facilities and tattoo artists, etc. in addition to the investigation of complaints. Communication with stakeholders is a critical component of these processes which can improve customer relationships and efficiency within the department.

Policy: The Appalachian District Health Department Environmental Health Section is charged with the protection of the public’s health and safety through the education and enforcement of Federal, state and local public health laws, rules, and regulations. As such, communication with stakeholders is a key component for serving the public in the most professional and efficient manner possible. In order to ensure that open communication with applicants and between environmental health staff is maintained on a continual basis, all environmental staff will follow the procedures hereby established. Procedure: A. Communication with applicants 1. Environmental health field staff is to make an initial phone contact with all applicants submitting a “request for service” within 5 working days of the time the application is recorded into the “Master Log” or receipt book. This includes all Water Protection and Food/Lodging/Institution applications received. The purpose of this first contact it to let the applicant know who will be handling their application, sharing any information regarding their application(s), discussing any special issues with the application and answering any questions the applicant may have regarding the application, inspection and permitting process. 2. The initial phone contact, as well as future contacts, shall be recorded on the current water protection permit tracking sheet or noted in the application packet for activities in the F/L/I program. 3. Water protection applications shall be initialed by the REHS making the phone call in the upper right corner of the application and highlighted in blue. This will allow for a quick visual check of pending applications to ensure that the initial contact calls are being made in a timely manner by the environmental health supervisor. 4. Environmental health staff is to check their phone messages and e mails daily and return phone calls/e mails within two business days (except when off). 5. When environmental health staff will be away for work for more than one business day they are expected to set their voice mail and e mail systems to announce that they will be 1|Environmental Health –Environmental Health Communication Policy

Appalachian District Health Department

Policy and Procedure

Policy Name Environmental Health Policy Topic Environmental Health Communication Policy

Section 700

Approved Date: 7-7-13

Chapter 720

Revision Date:

out of the office, the date they will be back to work and how to contact the office for emergency issues. B. Internal Communication 1. The environmental health supervisor well hold regular bi-weekly “mini” staff meetings in each county as a means tracking trends, emerging issues or problems in an effort to avert any undue hardship for the staff or applicant. 2. Environmental health staff are to contact the environmental health supervisor as soon as any situation arises with any member of the public that has the potential to escalate into a larger issue. 3. Environmental staff is responsible for contacting the environmental health supervisor whenever they will be late for work, missing work for or taking off early via phone or text. They are also responsible for contacting the county office(s) they are working in.

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