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OFOVC Case Management Process

When Initial Contact with Client is made, the OFOVC assesses it to determine whether it is an Inquiry or a Complaint. If it is an Inquiry, the OFOVC Provides information and closes the File. If it is a Complaint, the OFOVC makes an Assessment to determine whether the Complaint is Not in Mandate or is Within Mandate. If the Complaint is Not in mandate, we Provide a referral and close the file. If the Complaint falls Within mandate, we Review the case and recommend solutions. Early resolution is sought. If it resolved, the File is closed. If the Complaint is Not resolved, a Recommendation and/or request is made. The OFOVC will Monitor the action taken and follow up. The File is then closed.