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We recommend that the OMS Cross-Unit Board systematically collect feedback from posts via WebEx or a form of survey to measure the impact of screening requirements.
We recommend that the OMS improve the Medical Clearance System customer service line so that the line always rolls to another phone until a live person is reached. This may be accomplished by instituting the following changes: • Coordinating screening nurse schedules to ensure full office coverage and that at least one screening nurse from each regional team is in the office every work day and available to accept applicant phone calls until 5:00pm EST. • Including the direct telephone extension of the screening assistant assigned to the applicant in the Medical Kit. • Adding an additional phone line.
We recommend that the OMS identify, implement and monitor customer service standards.
We recommend that the OMS and the Pre-Service Unit with the assistance of OSIRP systematically collect applicant feedback by developing and implementing an applicant feedback survey.
We recommend that the Pre-Service Unit manager meet with the Director of the Medical Screening Division at the State Department to learn about their medical screening survey to capture customer feedback.