Ensuring Credibility
• Credible Agency
• Suspect Agency
• Understands the system • Understands its
• Has incomplete understanding of the system • Is unclear about the law and its responsibilities • Know basically what to do, but not why it must be done • Exceeds the scope of its authority • Abuses its authority • Engages in arbitrary and capricious actions or decision- making
legal and regulatory responsibilities
• Understands the why as well as the what • Is fair • Stays within the bounds of its authority • Exhibits professionalism • Calmly deliberates upon all facts and circumstances before reaching a decision
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Staff training and development Establish proper standards and procedures Education and outreach Fair process Proper investigation of facts Discretion and respect for confidentiality High work ethic
Building Credibility
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Homer Law, Chtd. 2006
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