:: Support Services, Customer Service ::

TECHNICAL SUPPORT

A Board Certified Toxicologist or Chemist is available to assist you with questions regarding interpretation of testing results, drugs of abuse methodology or drug classifications free of charge. Forensic Laboratories shall include legal actions as needed for a nominal fee. This includes, but is not limited to sample results that were GC/MS confirmed. Expert testimony shall be made telephonically whenever possible.

CUSTOMER SERVICE

Our staff recognizes that customer service is your number one priority. We have dedicated client services representatives that are available to assist you with reporting test results, specimen collection, billing, taking phone orders, and meeting your supply needs.

WEB ORDER ENTRY AND REPORTING (WOER)

Forensic Laboratories will provide access to test results and Remote Data Entry through a secure Internet site. Each collection site shall be assigned a designated code to enable access to specific location testing results. The Agency will be assigned an administrator level access code that will enable access to testing results from all collection sites and referring agencies covered under the contract.

SUPPLIES

Forensic Laboratories provides all supplies necessary for specimen collection free of charge. Supplies are shipped to you within 48 hours after request.

Requisition Forms and/or Requisition labels
Specimen Bottles
Temperature Strips
Security seals and Security bags
Air service supplies or postage paid box mailers

SHIPPING

The specimen mailing procedures we utilize are approved by the International Air Transport Association (IATA) and the United States Postal Service. Daily courier and/or DHL service is available for sample pick up from each designated collection site free of charge (when the average volume of samples is 10 or more per pick up). Lower volume collection sites that have less than ten (>10) specimens will use pre-paid postage box mailers provided by Forensic Laboratories to transport samples. Courier service and/or DHL service is available for lower volume collection sites at a nominal fee.

SAMPLE STORAGE

Negative samples will be stored for seven (7) days. Confirmed positive samples will be stored in a secured freezer for 12 months from the date received by the lab unless requested longer in writing.

TRAINING

Forensic Laboratories shall provide initial training on the sample collection and interpretation of documented analysis results. Training shall address the procedures for the observed collection of samples, detecting adulteration, checking temperature, report interpretation, general questions and chain of custody procedures for preparation of samples for courier pick-up and/or mailing. Training shall take place once a service agreement has been established.

BILLING

Forensic Laboratories will invoice Agencies on or before the 7th day of each month. Forensic Laboratories will send an invoice by U.S. Mail, fax, or other appropriate means to each participating Agency. Each sub-agency collection site will be invoiced individually for the analysis they receive. The payment terms for each invoice are net thirty (30) days. A detailed summary report of the specimens tested will be included.

METHODOLOGY

Forensic Laboratories utilizes only the highest standard(s) of testing methodologies available to the industry. We employ a state of the art Laboratory Information System (LIS) for processing, reporting, and providing statistical agency and/or individual result data. Our laboratory is certified from the Department of Health and Human Services Clinical Laboratory Improvement Amendment (CLIA). All of the Toxicology specimens are processed according to CLIA standards, with the same strict chain-of-custody, quality assurance and quality control criteria. The Olympus AU 2700, AU 640 and AU 400’s are employed as the instruments
for analysis of urinalysis drugs of abuse. Forensic Laboratories utilizes Enzyme Immunoassay (EIA) reagents for preliminary urinalysis screening for drugs of abuse. Positive results, as indicated by preliminary screening, are confirmed either by EIA, thin layer chromatography (TLC), gas chromatography/ mass spectrometry (GC/MS) or Liquid Chromatography/ Mass Spectrometry/Mass Spectrometry (LC/MS/MS). Positive Alcohol screens are confirmed by a gas chromatography head space (GC/HS) method.

QUALITY CONTROL

Forensic Laboratories utilizes both an internal and external quality control program. The internal quality control systems in place at the laboratory are as follows:

Daily calibrations (controls and standards), daily wash, reagent wells daily, daily maintenance log, daily control log. Assayed control urines are included throughout the analytical run to ensure the utmost confidence throughout the run, (blind samples are run for quality control). The confirmatory methods are controlled in a similar manner.
The external quality control program utilizes the participation of The College of American Pathologists Surveys and Educational Anatomic Pathology Programs.
All quality control, employee qualifications and equipment maintenance programs are in compliance with the regulations governing the Department of Health & Human Services Health Care Financing Administration (CLIA ’88, CLIA ID# 06D0982654).

Support Services

Forensic Customer Service