Office of the Medical Examiner Family Advocate

About the Program

Category: Civic Education and Public Information (Best in Category)

Year: 2021

Maricopa County Office of the Medical Examiner (MCOME) created a Family Advocate position after identifying improvements to be made in customer service. MCOME was working closely with the Ombudsman’s Office to address escalated complaints that had reached the County Manager and the Board of Supervisors; as the Office resolved those issues, it decided it could alleviate many escalations by handling the initial inquiries in a more consistent manner with a primary focus on customer service. MCOME identified that a position staffed by a social worker would be beneficial. As a result, the Office requested and was granted funds to create a Family Advocate position in July 2017; the position was filled in February 2018. The purpose of the Family Advocate is to assist next of kin who contact MCOME. As a result of the professional and skilled responses the Family Advocate provides, MCOME has seen a reduced number of expedited complaints overall, as well as a reduced number of complaints reaching County Management. Inquiries are addressed in a timely manner which lets customers know they are heard and important; providing them information in a quick and respectful manner allows the families to take next steps in a very difficult time.