Current through Register Vol. 51, No. 19, September 20, 2024
A. A program shall
develop and implement an internal process for the prompt and objective
resolution of complaints related to services provided that may be presented by
an individual.
B. The program shall
prominently display, in accessible centralized locations, the written
description of the complaint process.
C. A program shall:
(1) Prepare the document describing the
program's complaint process;
(2)
Include as part of the written complaint process a form for the individual's
use when filing a complaint, and a process by which, if requested by the
individual, a program staff member or individual chosen by the individual
receiving services, can assist in its completion; and
(3) Provide a copy of the program's complaint
process for each individual:
(a) During the
individual's orientation; and
(b)
At any time upon an individual's request.
D. A program shall include in the complaint
process required by §A of this regulation the procedures for registering
and responding to the complaints in a timely fashion, which:
(1) Require a complaint to be reviewed by the
program and, if applicable, the CSA, within 30 calendar days of the program's
receipt of the complaint;
(2) Allow
participation by others designated by the individual;
(3) Allow information to be presented to
support the individual's position;
(4) Ensure the participation of the program
staff members who have the authority to implement corrective action;
(5) Require documentation of the substance of
the complaints and the actions taken;
(6) Include a review which:
(a) Provides an opportunity, if the
individual chooses, to have the individual's complaint reviewed by the CSA
director or the CSA director's designee;
(b) Requires the program, before making a
final determination, to collaborate with the CSA to address the individual's
complaint; and
(7)
Include written notification of the program's determination to:
(a) The individual who filed the complaint;
and
(b) If the program's final
determination conflicts with the CSA's opinion, the Administration.
E. If the program's
final determination conflicts with the CSA's opinion, the Administration may
review the complaint as indicated.
F. Unless the individual presents a serious
risk to self or others, the program shall postpone taking action until the
recommendations of the CSA and the Administration have been made, if
applicable.
