Complaints e-Book

Module 3 Exercises Your Turn Using the same account used in Module 1, navigate to the SES Training Environment to complete the practice scenarios below. The knowledge articles referenced below in bold can be found immediately following the scenarios. Scenario 1 Using the Adding Research and Communication to a Complaint knowledge article, practice adding entries to the Research/Communications page of the complaints you created in Module 1. Next, use the Updating a Complaint knowledge article to make a few updates to the details of a complaint. Remember, if you choose to change the agency POC to a different user, you will no longer be able to send additional information requests on the complaint (unless you change it back again). Scenario 2 Referencing the Entering Alleged Violations knowledge article, add a few alleged violations to your complaints. Be sure to also complete the process of updating and removing alleged violations from a complaint. Scenario 3 Use the Closing a Complaint knowledge article to go through the process of closing one of your practice complaints. Scenario 4 Recalling what you learned in Module 1 and use the Sending a Complaint for Referral knowledge article, create a new complaint (skip preliminary evaluation) and then refer it to another agency.

Scenario 5 Last, let’s practice reopening a closed complaint. Read the Reopening a Closed Complaint knowledge article and then reopen the complaint closed in Scenario 3.

Scenario 6

Updated: 8/21/2021