Level One:

• Confirm the facts relating to a complaint
• Identify the broader considerations with respect to an issue
• Mediate between the stakeholder and the service provider regarding perceptions, interpretations and decisions.

Level Two:

• Conduct the research and analysis involving multiple sources or resources.
• Recommend to service providers changes to processes and/or practices to better serve stakeholders.

Level Three:

• Embark on extensive research and analysis.
• Convene multidisciplinary teams to focus on broader systemic issues.
• Prepare findings and recommendations regarding departmental policies.

Level Four:

• involve complex systemic issues of broader regulatory and/or legislative impact and could involve the recommendation to revise programs and services or introduce new ones.