Professional Standards Inquiry Policy Development: Receiving and Handling Complaints on Members of the Little Elm Fire Department [open pdf - 214KB]
"In recent years, the Little Elm Fire Department has received several complaints, from extreme misconduct to minor policy violations, against its members. The problem which prompted this research stems from the department having limited guidance on how to receive and handle complaints; whether received from external or internal complaint sources. Not having a policy to provide consistent complaint processing procedures results in the potential of liability against the department and distrust from its members. The purpose of this research was to create a policy which provided guidance to the employees on complaint reception and handling."
United States Fire Administration: http://www.usfa.fema.gov/