After sending the complaint letter for Jake regarding his treatment at the AOD counselling service you referred him to, your manager has asked you to write a report describing how you intend to provide follow-up and review the progress of the case.

conclude a report on the complaint, demonstrating your ability to follow-up and review progress with and for a client. Your report must include:

1. Background
2. Progress plan

Marking Criteria
You must meet the marking criteria below in order to successfully complete this assessment
Background	describe a brief background description of Jake's case. Your background must objectively describe the facts of Jake's case and what has happened so far.
Progress plan	Explain how you plan to monitor the complaints process and how you will provide ongoing support and information to Jake. Your plan must include the following: Describe how you will discuss progress and outcomes of the complaint with Jake. Explain the strategies you will use to collaborate with Jake regarding further actions related to the complaint including: Keeping him informed of the progress and response. Referral to other AOD services and how you will ensure the referral and service provision is appropriate for him. Describe your procedure for following up with other services as required. Describe the strategies and/or tools you will use to obtain feedback from Jake regarding your performance in dealing with the complaint and working with him. Suggest possible actions you could take on any feedback received from Jake in order to improve your own work.