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driven. Operating a city vehicle without a valid driver's license will result in disciplinary <br /> action up to and including termination. All employees must abide by the city's Fleet Safety <br /> Program including drug and alcohol testing for all employees who are involved in an <br /> accident while driving a city vehicle. <br /> Passengers may be carried only when necessary to conduct city business and/or when their <br /> transportation via city vehicle is in the best interests of the city. City vehicles may not be <br /> used to travel from work to an employee's residence for rest or lunch breaks without prior <br /> supervisor approval. Employees conducting official business out of town (conventions, <br /> meetings, etc.) may carry family members as passengers if such accompaniment does not <br /> interfere with the best interests of the city and upon approval by the department director. <br /> Resident Complaints <br /> Resident complaints provide an opportunity for feedback and identifying problem areas. <br /> How well complaints are handled determines the level of confidence and respect the public <br /> holds for their municipal government. <br /> When handling a complaint be polite and never argue with the complainant even if s/he is <br /> angry, unreasonable or insulting toward you and the city. Stay calm, cool and collected. <br /> When a complaint is received, complete the following steps: <br /> • Receive and record information pertinent to the complaint. <br /> • Determine which employee is responsible to investigate and take corrective <br /> action and forward the complaint accordingly. <br /> • Follow-up on to ensure action has been taken to correct the problem. <br /> Emergency Closing <br /> The city strives to provide appropriate services during periods of inclement weather or <br /> other emergencies, as well as to keep its facilities open during normal business hours. <br /> The safety of employees and their dependents is very important and the city acknowledges <br /> that adverse weather or other emergency conditions (Emergencies) may require employees <br /> to request to be excused from work. <br /> The following Emergency Closing Policy applies to all employees except those employees <br /> in departments that are expected to remain open and on duty during such emergencies. <br /> • In the event of an emergency, the city administrator and/or the Mayor may declare <br /> a State of Emergency. The city administrator will communicate the declaration of a <br /> State of Emergency to all department directors. Directors are responsible for <br /> communicating the State of Emergency to their staff. <br /> • When a State of Emergency is declared, the employee may determine whether s/he <br /> will remain at work or utilize appropriate leave. If an employee determines that <br /> his/her safety or the safety of his/her dependents may be jeopardized if the <br /> employee reports to work or remains on duty, the employee may request authorized <br /> emergency leave. An employee with authorized emergency leave must utilize <br /> 34 <br />