The Customer Service Standards are designed to provide the individual service area’s customers with a reasonable expectation of outcomes. In addition, we want our customers to know what to expect as we move toward “Customer Focused Service Excellence”. Service Areas will respond to all inquiries as soon as practical and in accordance with the listed standards. Should a customer have an encounter with service area staff that does not meet these expectations, please contact a Service Area Leader as soon as possible to discuss. We are committed to creating an environment where everyone is treated with dignity and respect at all times.

Service Area Hours of Operation

Monday – Friday, 8:00am to 5:00pm

Service Area General Communication Expectations

Telephone Inquiries

1. Calls will be answered promptly between the hours of 8:00am and 5:00pm Monday through Friday.
   • All calls related to OPD’s administrative processes shall be handled pursuant to OPD’s escalation process located within OPD’s Standard Operating Procedures.
   • All telephone calls related to client representation will be promptly routed to the assigned Staff Attorney or the client will be provided contact information for their assigned Roster Attorney.
2. When voicemail is necessary or should a customer prefer to leave a voicemail, OPD personnel will return the call no later than one business day and as outlined in OPD’s escalation process located within OPD’s Standard Operating Procedures. Every effort will be made to return calls the same business day.
3. When callers reach a department that is unable to assist them with their inquiry, every effort will be made by the person that answered the call to get the caller to the correct location for their inquiry to be addressed.

Email/Website Inquiries

1. All e-mail and/or website inquiries, will be acknowledged with-in two business days and pursuant to OPD’s escalation process as outlined in OPD’s Standard Operating Procedures. If an e-mail request is expected to take longer than two business days, the acknowledgement will provide a date when the requested information will be available or provide a status update or acknowledged pursuant to OPD’s escalation process as outlined in OPD’s Standard Operating Procedures.
2. If the individual you are contacting is out of the office, an automated email notification will be sent to the customer. This notification will include the individual’s return to work date and an alternate contact.

Front Desk (in person) Inquiries

1. Personnel will be available at a front desk to respond to your inquiry.
2. Personnel will listen effectively to your request and take the necessary action to assist you.
3. Customers will be informed of the normal process time for their inquiry, when they can expect completion and any delays that may arise in the process.
4. Customer will be provided the contact information of the person who is to follow up with them and guide them through the process.
5. Customer will be informed if there are alternative options.

Service Area Service Delivery Standards

Service Area: Office of the Public Defender, process #1

1. All Staff and Roster Attorneys shall be prepared for all hearings outlined in OPD’s Standard Operating Procedures. 
2. All clients may expect all attorneys to be properly prepared for all hearings outlined in OPD’s Standard Operating Procedures. 

Service Area: Office of the Public Defender, process #2

1. All Staff and Roster Attorneys shall appear at all locations outlined in OPD’s Standard Operating Procedures and as related to their assigned cases. 
2. All clients may expect all Staff and Roster Attorneys to appear at all locations outlined in OPD’s Standard Operating Procedures as related to their assigned cases. 

Service Area: Office of the Public Defender, process #3

1. OPD shall reimburse all Staff and Roster Attorneys pursuant to OPD’s Standard Operating Procedures. 
2. All Staff and Roster Attorneys may expect to be reimbursed pursuant to OPD’s Standard Operating Procedures. 

Service Area: Office of the Public Defender, process #4

1. All Staff and Roster Attorneys shall meet all OPD, MIDC and State of Michigan Bar standards as outlined in OPD’s Standard Operating Procedures. 
2. All clients may expect all Staff and Roster Attorneys to meet all OPD, MIDC and State of Michigan Bar standards as outlined in OPD’s Standard Operating Procedures.

For priority matters that require immediate assistance, please call 269-686-4720 or publicdefender@allegancounty.org.