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COMPLAINT GUIDELINES

Routine complaint procedures

Conducting mosquito complaint investigations is an important tool used in routine mosquito control operations. Complaint investigations help your program to identify and monitor mosquito production areas in your county. They can be used to reinforce adult mosquito population trends identified by surveillance operations by your program. A timely investigation of each mosquito complaint also facilitates the targeting of adult control operations. Conducting complaint investigations provides a mosquito personnel with the opportunity to interact and educate the public about mosquito control and its operations. Each complaint should be investigated for Aedes albopictus and whenever possible, public education should be employed to address this mosquito.

The goal when responding to a mosquito complaint is to identify the source of the mosquito production. If there are large numbers of adult mosquitoes (other than Aedes albopictus) at the requestors address and there is not an obvious larval site on the requestors property the search area should be expanded. Adult dispersion from the breeding site is always a consideration.

What to look for during a complaint investigation

When a complaint is investigated it is based on several factors which are subject to personal opinion and experience. Each factor should take into consideration the biology and behavior of mosquitoes native to North Carolina. Things to consider include:

1. Slope of the landscape in the surrounding area - Evaluating the slope of the terrain in the area helps to determine the flow of the surface water in the area. Drive through the area and try to figure out where the water goes after a rainfall event.
2. Standing Water in the area of the complaint - Note whether the water is flowing or standing. Moving water reduces the likelihood of mosquito larvae being found.
3. Shade/sun - Observe whether the area is being shaded by vegetation or if the site receives a high amount of sunlight. Some mosquitoes prefer direct sunlight while others prefer shaded areas
4. Minnows (mosquito fish and others) - If minnows are present, whether in standing or in moving water, there is a high probability that there will be few mosquito larvae present.
5. Detritus/organic material - Plant debris at the bottom of a potential site can be an indication that mosquito production may occur. Organic material that is or has been under water tends to be more black (to gray) in color than leaves that have never been submerged.
6. Sandy bottom - A clean, sandy bottom indicates that the water flows well through the site and greatly reduces the chance of mosquito larvae being present.
7. Surface of water - A film on the water surface (oil, gasoline, etc.) reduces the chances of finding mosquito larvae.
8. Adult mosquitoes - A high number of adult mosquitoes in the area increases the likelihood of a mosquito habitat being found, especially if male mosquitoes are present. Adult males have feathered antennae and rarely leave the breeding site. Sites with large adult populations should be monitored for future larval activities. Regular follow up investigations should be made.
9. Mosquito larvae - The water in the suspected habitat should be sampled near the edge of the habitat where vegetation or other floating debris is present. If mosquito larvae are observed, the numbers are counted/estimated, behavior noted, and the approximate age recorded (1st, 2nd, 3rd, 4th instar or pupa) for each sample. A site may be sampled several times and at more than one location in order to get a more accurate picture of the mosquito population.
10. Paper work -All pertinent observations based on the above factors should be recorded for each site as well as the location (street address, description, etc.) of the site. Any personal opinions and recommendations as to the future status of the site (need for source reduction, larvicide applications, etc.) should also be also recorded.

The public, Aedes albopictus and complaint investigations

An investigation should be conducted at each location where a mosquito complaint is reported. Responding staff should conduct a landing count at each site. If the dominant mosquito at the complaint site is Ae. albopictus, then a survey of the property for containers should be conducted. If possible the property owner should accompany the staff while locating and eliminating the breeding sites of Aedes albopictus. If the owner is not available, doorknob hangers with Ae. albopictus literature should be left at each site. A follow –up phone call to the person initiating the complaint is always a positive with respect to public relations.

Before performing a mosquito complaint investigation, personnel should be familiar with general mosquito biology and the Asian tiger mosquito pamphlet. The employee should also know how to fill out a Complaint Investigation and Evaluation Form.

When investigating a complaint at a citizen’s residence use the following steps.

1. Determine if the citizen is home. (Knock on door)
2. Identify yourself as a mosquito control employee and ask to look around. (Be polite)
3. Ask the occupant how many, in what time period, what color and what time of day they see the most mosquitoes and put this information on the complaint investigation form.
4. Conduct a landing count in a shaded area around the bushes. Document this value on the complaint form.
5. Identify potential container breeding sites around the house, this includes the backyard.
6. Follow up with the occupant and provide an Asian tiger mosquito hand out.
7. Let them know that if they will "tip and toss" their containers, they will see an approximate 60-80% mosquito reduction.
8. Tell them to call the ______ office if they have any questions.
9. Turn in the completed complaint form at the end of the day and inform your supervisor of immediate any problems.

When mosquito populations other than Aedes albopictus are confirmed, the number of complaints and mosquito landing count data can be assessed to determine if ULV application is warranted.

Managing mosquito complaints during the disaster response

Tracking mosquito complaints on a county map after a disaster plays three primary roles in the disaster response. First they identify the citizens in the county that require immediate mosquito control assistance. Second, mapping incoming mosquito complaints can help to focus and refine the daily mosquito surveillance efforts by identifying hotspots that require investigation. Finally, daily evaluations of incoming complaints can facilitate both short and long-term adulticiding strategies and provides personnel with a tool for evaluating ULV efforts.

During the disaster response incoming mosquito complaints can overwhelm a programs capabilities. There may not be time to investigate each complaint, but by tracking the complaints the mosquito control response can be addressed by areas instead of individually.