Internal Affairs & Citizen Complaint Procedure - Revision history

Mfrdmanager: /* COMPLAINT PROCESS */

2026-01-22T14:37:28Z

‎COMPLAINT PROCESS

Mfrdmanager: /* COMPLAINT PROCESS */

2026-01-22T14:37:06Z

‎COMPLAINT PROCESS

Mfrdmanager: /* COMPLAINT PROCESS */

2023-09-11T12:52:54Z

‎COMPLAINT PROCESS

Mfrdmanager: /* COMPLAINT PROCESS */

2023-09-11T12:52:37Z

‎COMPLAINT PROCESS

Mfrdmanager at 12:52, 11 September 2023

2023-09-11T12:52:15Z

Mfrdmanager at 12:51, 11 September 2023

2023-09-11T12:51:55Z

Mfrdmanager: /* GENERAL: */

2023-09-11T12:50:32Z

‎GENERAL:

Mfrdmanager at 12:50, 11 September 2023

2023-09-11T12:50:08Z

Mfrdmanager: /* INVESTIGATION PROCESS */

2023-09-11T12:48:16Z

‎INVESTIGATION PROCESS

Mfrdmanager: /* CLASSIFICATION OF ALLEGATIONS */

2023-09-11T12:45:37Z

‎CLASSIFICATION OF ALLEGATIONS

@@ Line 60: / Line 60: @@
 ===COMPLAINT PROCESS===
-A citizen alleging misconduct on the part of any employee of the Maitland Fire/Rescue Department shall be directed to the on-duty Battalion Chief regardless of the time of day. The Battalion Chief shall be responsible for the completion of the Citizen Complaint Form. Upon completion, the form shall be forwarded to the Deputy Fire Chief without delay. It is the responsibility of the Deputy Chief to log the compliant form in the Citizen Compliant Log. Should the Battalion Chief feel the complaint is of such a serious nature that it deserves immediate attention, or they need assistance they should contact the Fire Chief who can then determine if the complaint requires the immediate attention of the Deputy Chief. <BR>
+A citizen or employee alleging misconduct on the part of any employee of the Maitland Fire/Rescue Department shall be directed to the on-duty Battalion Chief regardless of the time of day. The Battalion Chief shall be responsible for the completion of the Citizen Complaint Form. Upon completion, the form shall be forwarded to the Deputy Fire Chief without delay. It is the responsibility of the Deputy Chief to log the compliant form in the Citizen Compliant Log. Should the Battalion Chief feel the complaint is of such a serious nature that it deserves immediate attention, or they need assistance they should contact the Fire Chief who can then determine if the complaint requires the immediate attention of the Deputy Chief. <BR>
 In the event a citizen directly contacts the Fire Chief or Deputy Chief registering a complaint, the Fire Chief and/or the Deputy Chief will be responsible for the completion of the Citizen Complaint Form and any other necessary documentation. <BR>

← Older revision		Revision as of 14:37, 22 January 2026
Line 63:		Line 63:

	In the event a citizen directly contacts the Fire Chief or Deputy Chief registering a complaint, the Fire Chief and/or the Deputy Chief will be responsible for the completion of the Citizen Complaint Form and any other necessary documentation. <BR>		In the event a citizen directly contacts the Fire Chief or Deputy Chief registering a complaint, the Fire Chief and/or the Deputy Chief will be responsible for the completion of the Citizen Complaint Form and any other necessary documentation. <BR>
		+
		+	'''If an employee is uncomfortable reporting a complaint or concern to their immediate supervisor, the employee may report the matter through any of the following alternative channels without fear of retaliation: the Deputy Fire Chief, the Fire Chief, the Human Resources Department, the Assistant City Manager, or the City Manager. Complaints may be made verbally or in writing, and all reports will be handled in a confidential, timely, and professional manner consistent with applicable laws, policies, and collective bargaining agreements.'''

	'''USE OF COMPLAINT FORM''' <br>		'''USE OF COMPLAINT FORM''' <br>

@@ Line 64: / Line 64: @@
 In the event a citizen directly contacts the Fire Chief or Deputy Chief registering a complaint, the Fire Chief and/or the Deputy Chief will be responsible for the completion of the Citizen Complaint Form and any other necessary documentation. <BR>
-USE OF COMPLAINT FORM <br>
+'''USE OF COMPLAINT FORM''' <br>
 .	A citizen or employee notifies an employee of the Maitland Fire/Rescue Department of a complaint and/or allegation.<BR>
 .	The complainant is referred to the on-duty Battalion Chief, who attempts to resolve the complaint at initial contact.<BR>

← Older revision		Revision as of 12:52, 11 September 2023
Line 63:		Line 63:

	In the event a citizen directly contacts the Fire Chief or Deputy Chief registering a complaint, the Fire Chief and/or the Deputy Chief will be responsible for the completion of the Citizen Complaint Form and any other necessary documentation. <BR>		In the event a citizen directly contacts the Fire Chief or Deputy Chief registering a complaint, the Fire Chief and/or the Deputy Chief will be responsible for the completion of the Citizen Complaint Form and any other necessary documentation. <BR>
−

	USE OF COMPLAINT FORM <br>		USE OF COMPLAINT FORM <br>

← Older revision		Revision as of 12:52, 11 September 2023
Line 47:		Line 47:

	The Deputy Chief will be responsible for supervising, controlling and maintaining the confidentiality of internal affairs investigations and records. <BR>		The Deputy Chief will be responsible for supervising, controlling and maintaining the confidentiality of internal affairs investigations and records. <BR>
−

	===INVESTIGATING OFFICER – ROLES & RESPONSIBILITIES===		===INVESTIGATING OFFICER – ROLES & RESPONSIBILITIES===

← Older revision		Revision as of 12:51, 11 September 2023
Line 47:		Line 47:

	The Deputy Chief will be responsible for supervising, controlling and maintaining the confidentiality of internal affairs investigations and records. <BR>		The Deputy Chief will be responsible for supervising, controlling and maintaining the confidentiality of internal affairs investigations and records. <BR>
−
−

@@ Line 11: / Line 11: @@
 The intent of this guideline is to outline the procedures involved in conducting an informal inquiry and formal internal affairs investigation. Internal affairs investigation may include, but is not limited to serious incidents, allegations of major misconduct, or misconduct that would result in verbal Warning, written reprimand, loss of privileges, placement on probation, demotion, suspension, or termination. (City Policy Section 12.03 subsection 8).<BR>
-A written record of all complaints against the Fire Department or its employees shall be maintained regardless of the nature, scope or reasonableness of the complaint with the department’s investigations file. If the complaint or incident warrants an informal inquiry or formal investigation the Deputy Chief shall maintain the investigative file in a secured area, separate from the employee records section. All records must be maintained in accordance with Florida's public records laws, Chapter 119, Florida Statutes and other relevant laws. All records must be disclosed in response to a public records request unless made confidential or exempt by law.
+A written record of all complaints against the Fire Department or its employees shall be maintained regardless of the nature, scope or reasonableness of the complaint with the department’s investigations file. If the complaint or incident warrants an informal inquiry or formal investigation the Deputy Chief shall maintain the investigative file in a secured area, separate from the employee records section. All records must be maintained in accordance with Florida's public records laws, Chapter 119, Florida Statutes and other relevant laws. All records must be disclosed in response to a public records request unless made confidential or exempt by law. <BR>
 '''In accordance with Section 119.071(2) (k). Florida Statutes, a complaint of misconduct filed with the City against an employee and all information obtained pursuant to an investigation by the City of the complaint of misconduct is confidential and exempt from disclosure until the investigation ceases to be active. Or until the City provides written notice to the employee who is the subject of the complaint. Either personally or by mail that the City has either: a) concluded the investigation with a finding not to proceed with disciplinary action or file charges: or b) concluded the investigation with a finding to proceed with disciplinary action or file charges.'''

@@ Line 141: / Line 141: @@
 .	Any interrogation will take place at the determination of the Investigating Officer. All Firefighter Bill of Rights will be adhered to.
 .	Prior to any questioning, the employee will be informed of the reason for the interrogation/interview Before the beginning of the interrogation/interview, the employee being interrogated/interviewed will be given a copy of the Garrity Warning and a copy of the Firefighter Bill of Rights.
@@ Line 152: / Line 151: @@
 ===DURATION OF INVESTIGATION===
-·	Once a complaint has been received, the Deputy Chief will ensure the internal affairs investigation is completed within 30 calendar days of receipt of the initial complaint. An extension may be granted by the Fire Chief concerning these cases where extenuating circumstances exist.
+Once a complaint has been received, the Deputy Chief will ensure the internal affairs investigation is completed within 30 calendar days of receipt of the initial complaint. An extension may be granted by the Fire Chief concerning these cases where extenuating circumstances exist.
-Internal Affairs Deputy Chief’s Final Report
+'''Internal Affairs Deputy Chief’s Final Report'''
-·	After determining the outcome of the initial complaint/accusation, the Deputy Chief shall prepare and submit an internal investigation report containing:
+* After determining the outcome of the initial complaint/accusation, the Deputy Chief shall prepare and submit an internal investigation report containing:
-•	The specific designation number and title of each alleged violation
+* The specific designation number and title of each alleged violation
-•	The details, in chronological order, addressing each point of accusation
+* The details, in chronological order, addressing each point of accusation
-•	A synopsis of each witness statement
+* A synopsis of each witness statement
-•	Mitigating circumstances, if appropriate
+* Mitigating circumstances, if appropriate
-•	Recommended classification of the allegations
+* Recommended classification of the allegations <BR>
-·	The Internal Investigation Report shall be forwarded to the Fire Chief for approval of the recommended classification. The Fire Chief shall either approve the classification in accordance with the above sections of this SOG or return the report to the Deputy Chief for further investigation.
+The Internal Investigation Report shall be forwarded to the Fire Chief for approval of the recommended classification. The Fire Chief shall either approve the classification in accordance with the above sections of this SOG or return the report to the Deputy Chief for further investigation.
-·	The Deputy Chief, shall have the authority and responsibility to recommend action as follows:
+* The Deputy Chief, shall have the authority and responsibility to recommend action as follows:
-▪	Verbal Warning
+* Verbal Warning
-▪	Written Reprimand
+* Written Reprimand
-▪	Loss of Privileges
+* Loss of Privileges
-▪	Placement on Probation
+* Placement on Probation
-▪	Demotion
+* Demotion
-▪	Suspension
+* Suspension
-▪	Termination
+* Termination <BR>
-·	Please refer to City Policies Section 12.03 TYPES OF DISCIPLINARY ACTION, subsection 8.
+Please refer to City Policies Section 12.03 TYPES OF DISCIPLINARY ACTION, subsection 8.

@@ Line 114: / Line 114: @@
 ===INVESTIGATION PROCESS===
-'''Informal Inquiry'''
+'''Informal Inquiry'''<BR>
 .	The Investigating Officer reviewed a complaint that was not resolved at the initial contact and classified it as not sustained or sustained. The investigating officer shall initiate an informal inquiry.
@@ Line 131: / Line 131: @@
 .	If the investigating officer classifies the informal inquiry as not sustained or sustained, the investigating officer shall initiate the process of a formal investigation.
-'''Formal Investigation'''
+'''Formal Investigation'''<BR>
 .	The investigating officer shall notify the Fire Chief of the classification of the informal inquiry and that a formal investigation has commenced.
@@ Line 149: / Line 149: @@
 .	Upon completion of all interrogations/interviews, a review of all evidence and witness statements will be completed. The Investigating Officer shall complete an Internal Affairs Deputy Chief’s Report and notify the complainant of the classification of the investigation and an official memo to the accused employee(s) of Maitland Fire/Rescue Department of the investigation.
 .	At the conclusion of the formal investigation, the Deputy Chief will provide an official memo pertaining to the outcome of the process.
 ===DURATION OF INVESTIGATION===

@@ Line 86: / Line 86: @@
 * 4	SUSTAINED - The allegation is supported by a preponderance of evidence to justify a reasonable conclusion that the incident occurred. This shall constitute a formal investigation. <BR>
-Supervisors receiving the complaint shall have the citizen or plaintiff sign the complaint form in their presence. The substance of the complaint shall be documented in the appropriate section of the form.
+Supervisors receiving the complaint shall have the citizen or plaintiff sign the complaint form in their presence. The substance of the complaint shall be documented in the appropriate section of the form. <BR>
-·	Under no circumstances shall the citizen/plaintiff complaint form be used as a means to threaten, intimidate, harass, or discourage a citizen or employee from making a complaint.
+Under no circumstances shall the citizen/plaintiff complaint form be used as a means to threaten, intimidate, harass, or discourage a citizen or employee from making a complaint. <BR>
-·	Should the citizen or plaintiff refuse to sign the complaint form or is not physically present at the time of filing the complaint or is unable to sign the complaint form for any other reason, the receiving supervisor shall complete the form documenting the reason for no signature on the form and sign the form at the bottom. This form shall be forwarded to the Deputy Chief.
+Should the citizen or plaintiff refuse to sign the complaint form or is not physically present at the time of filing the complaint or is unable to sign the complaint form for any other reason, the receiving supervisor shall complete the form documenting the reason for no signature on the form and sign the form at the bottom. This form shall be forwarded to the Deputy Chief. <BR>
-·	If the Deputy Chief is not immediately available to receive the complaint form, it shall be forwarded to the Fire Chief and/or designee to be maintained in a secure location on City property.
+If the Deputy Chief is not immediately available to receive the complaint form, it shall be forwarded to the Fire Chief and/or designee to be maintained in a secure location on City property. <BR>
-·	Written verification in the form of a receipt shall be furnished to persons initiating the complaint/allegation. It shall be the responsibility of the officer that receives the complaint to ensure a receipt is given to the complainant. The procedure does not apply to any anonymous complaints.
+Written verification in the form of a receipt shall be furnished to persons initiating the complaint/allegation. It shall be the responsibility of the officer that receives the complaint to ensure a receipt is given to the complainant. The procedure does not apply to any anonymous complaints. <BR>
-·	The complainant shall be contacted by the Deputy Chief concerning the status of the investigation within eight (8) business days from the receipt of the complaint. In the event the investigation has not been completed, the Deputy Chief shall ensure that the complainant is again contacted when the investigation has been completed.
+The complainant shall be contacted by the Deputy Chief concerning the status of the investigation within eight (8) business days from the receipt of the complaint. In the event the investigation has not been completed, the Deputy Chief shall ensure that the complainant is again contacted when the investigation has been completed. <BR>
-INTERNAL AFFAIRS COMPLAINT PROCEDURE
+===INTERNAL AFFAIRS COMPLAINT PROCEDURE===
-·	In furtherance of the intent of the procedure any employee may submit a written statement documenting employee misconduct directly to the Deputy Chief who shall process the complaint in accordance with this procedure.
+In furtherance of the intent of the procedure any employee may submit a written statement documenting employee misconduct directly to the Deputy Chief who shall process the complaint in accordance with this procedure. <BR>
-·	All complaints and allegations of misconduct by Fire Department personnel which appear to warrant punitive action and all citizen complaints shall be investigated, documented, and brought to the attention of the Fire Chief by the Deputy Chief. Complaints or allegations which are likely to have a serious, adverse impact upon the Fire Department shall be reported to the Fire Chief without delay by the Deputy Chief.
+All complaints and allegations of misconduct by Fire Department personnel which appear to warrant punitive action and all citizen complaints shall be investigated, documented, and brought to the attention of the Fire Chief by the Deputy Chief. Complaints or allegations which are likely to have a serious, adverse impact upon the Fire Department shall be reported to the Fire Chief without delay by the Deputy Chief. <BR>
-OPERATIONAL PROCEDURES
+===OPERATIONAL PROCEDURES===
-Supervisor’s Responsibilities
+'''Supervisor’s Responsibilities'''
-·	Non-disciplinary incidents or complaints shall, when possible, be resolved during the initial contact with the complainant by demonstrating a sincere desire to hear and understand the problem and to convey the appropriate information to the complainant.
+Non-disciplinary incidents or complaints shall, when possible, be resolved during the initial contact with the complainant by demonstrating a sincere desire to hear and understand the problem and to convey the appropriate information to the complainant. <BR>
-·	When non-disciplinary complaints are not resolved during the initial contact, a complaint form containing the name, nature of the complaint, and the disposition of the complaint shall be completed and forwarded through the chain-of-command to the Deputy Chief.
+When non-disciplinary complaints are not resolved during the initial contact, a complaint form containing the name, nature of the complaint, and the disposition of the complaint shall be completed and forwarded through the chain-of-command to the Deputy Chief. <BR>
-INVESTIGATION PROCESS
+'''Non-Punitive Incidents Involving Immediate Subordinates'''
-Informal Inquiry
+If the alleged violation involves subordinates, the supervisor shall take appropriate corrective action (counseling). The supervisor shall notify their Battalion Chief, if deemed necessary, promptly of the incident. The Battalion Chief will evaluate the violation and determine if the Deputy Chief should be notified. <BR>
 .	The Investigating Officer reviewed a complaint that was not resolved at the initial contact and classified it as not sustained or sustained. The investigating officer shall initiate an informal inquiry.
@@ Line 130: / Line 131: @@
 .	If the investigating officer classifies the informal inquiry as not sustained or sustained, the investigating officer shall initiate the process of a formal investigation.
-Formal Investigation
+'''Formal Investigation'''
 .	The investigating officer shall notify the Fire Chief of the classification of the informal inquiry and that a formal investigation has commenced.
@@ Line 150: / Line 151: @@
 .	At the conclusion of the formal investigation, the Deputy Chief will provide an official memo pertaining to the outcome of the process.
-DURATION OF INVESTIGATION
+===DURATION OF INVESTIGATION===
 ·	Once a complaint has been received, the Deputy Chief will ensure the internal affairs investigation is completed within 30 calendar days of receipt of the initial complaint. An extension may be granted by the Fire Chief concerning these cases where extenuating circumstances exist.