AHAFO RCC SCHOOLS STAFF ON NEW CLIENT SERVICE OPERATIONAL MANUAL

The Ahafo Regional Coordinating Council (ARCC) has organized a training workshop on the newly developed Client Service Manual for staff in the region.

The Workshop programme brought together all departments and units of the Ahafo Regional Coordinating Council, held at the RCC Conference Hall.
 
In a presentation, the facilitator and Head of the Human Resource of the RCC spoke on the code of conduct within the Local Government Service noting that the Code of Conduct has seven Canons namely, Anonymity and Permanence , Client Orientation, Loyalty and Commitment, Transparency and Accountability Diligence, Discipline and Timelines, Creativity and Innovativeness, Equity and Impartiality and Integrity.
 
She said every local government staff must work towards the aforementioned code of conduct to help develop the institution. She further said any staff member who violates the code of conduct shall be investigated in accordance with the procedure outlined in the code. Again she said, an allegation that code of conduct has been breached may be reported to the appropriate quarters.
 
She further explained the Minor and Major penalties attached to any staff who violates the code of conduct. “The major penalties include reduction of rank/demotion, removal from office as the head of unit or department or outright dismissal and on the minor penalties includes warning, suspension of salary, suspension from duty, reduction of salary among others”, she emphasized.
 
Mr David Owusu Ansah, Co-facilitator of the programme, for his part, spoke on Client service in the Local Government Service (LGS). He explained the client service unit operates in the LGS on six key actors in the client service management in the LGS which includes the administrative Heads of LGS institution, Heads of Directorates/ Departments/Units/Sections, client service officers, Acting Officers, the Client.
 
Mr Owusu also explained the sequence of processing complaints in the LGS and must be followed as such. He emphasized that management has the ultimate responsibility to ensure compliance with the guidelines and procedures and also ensure that staff adheres to client service standards.
 
Again the Client Service Officer/Desk Officer has responsibilities which include, all complaints, enquiries and feedback received from Clients are categorized as prescribed by the manual and the Head of the client service unit must facilitate prompt redress and response on all complaints, enquiries and feedback.
 
Further, responsibilities assigned to Management through client service must be done diligently. The Head of the Client service unit also has his role to play and must be done with haste. He urged client Staff to liaise with Right to Information (RTI) Officers where necessary to make the work very easier in terms of information request. The Client Service Officer must take all complaints from any client and there should be feedback to the client.
Mr Owusu encouraged staff at the RCC and MMDAs to establish a Satellite client service unit to monitor clients in the various departments.”This will help solve distance and accessibility challenges that affect client service function. He then charged all client service staff to appear decent and disciplined when discharging their duties”, he noted.
 
He said the Client Service Staff must work in line with the mission and the vision of the Unit. The staff was also trained on filling of the various forms such as client complaint Form, Client Enquiry Form, Complaint Referral Form, Visitors form and the Complaint /Enquiries Update/ Report Form whenever they come in contact with clients.
 
In attendance were the Two key facilitators of the programme namely, Madam Maud Mensah,the Regional Head, Human Resource Manager AhRCC, and Mr Owusu Ansah David, Chief Development Planning Officer, the Moderator of the programme Mr Fritz Mensah Deputy Director, All Heads of Department and Units and staff of RCC.
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