County Administrator's Office

County Administrator's Response System (C.A.R.e.S.)

CAReS helps us to provide the best possible services to citizens.  Chesterfield County operates CAReS, which is a rapid response system to receive and process concerns from citizens.

The county's goal is to provide an initial response to all concerns within the first 10 days. Concerns are tracked for appropriate action or response and are monitored until resolved.

How to file a concern or complaint

Concerns or complaints may be made:

• By telephone to County Administration at 748-1211or by FAX at 717-6297
• In person in Room 505 of the Main Administration Building
  9901 Lori Road, Chesterfield Virginia
• By mail to P.O. Box 40, Chesterfield, VA 23832
• To the supervisory or administrative staff of the department affected by the concern
  (i.e. Parks and Recreation, Transportation, etc.)

What is a complaint?

Complaints or concerns may address county services or illegal or improper conduct by county staff.

Who investigates each complaint?

Concerns are entered into the CAReS System, located in the County Administrator's Office. Each concern will be referred to the proper department for investigation.

Each complaint is investigated thoroughly and citizens should be contacted within 10 working days after initially reporting the concern.

Contact will be maintained with the citizen throughout the investigation period.

Once the investigation has been completed the citizen will be notified of the outcome.

Quality Assurance

Citizens' concerns received are reviewed regularly by the county administrator as well as the Board of Supervisors for the purpose of analyzing the effectiveness of county programs and services and to determine the need for policy or procedural changes.

Compliments Welcome

We also track good things the county's doing for its citizens. We encourage citizens to let us know when they are pleased with county services or the performance of county employees. This gives a more balanced picture of complaints and compliments.

As always, don't hesitate to let us know how we can serve you better.