A professional who receives callers and responds to complaints in person or by telephone for government agency. Respnsibilities include:

• Questions callers to ascertain nature of complaints against government agency; records complaint on standard form; and routes form to appropriate department or office for action.
• Contacts department or office to which complaint was referred to determine disposition.
• Contacts complainant to verify data and follow-up on results of referral.
• Compiles complaint records, by category, department office, and disposition.
• Notifies supervisor of patterns of poor provision of service.
• Maintains up-to-date reference materials and files.