New Mexico Administrative Code
Title 8 - SOCIAL SERVICES
Chapter 349 - COORDINATED SERVICE CONTRACTORS
Part 2 - APPEALS AND GRIEVANCE PROCESS
Section 8.349.2.11 - GRIEVANCE
Current through Register Vol. 35, No. 18, September 24, 2024
A grievance is a recipient's expression of dissatisfaction about any matter or aspect of the CSC or its operation.
A. A recipient may file a grievance either orally or in writing with the CSC within 90 calendar days of the date the event causing the dissatisfaction occurred. The legal guardian of the recipient for a minor or an incapacitated adult, a representative of the recipient as designated in writing to the CSC, and a provider acting on behalf of the recipient and with the recipient's written consent, have the right to file a grievance on behalf of the recipient.
B. Within five working days of receipt of the grievance, the CSC shall provide the grievant with written notice that the grievance has been received and the expected date of its resolution.
C. The investigation and final CSC resolution process for grievances shall be completed within 30 calendar days of the date the grievance is received by the CSC and shall include a resolution letter to the grievant or the grievant' s representative.
D. The CSC may request an extension from HCA up to 14 calendar days if the grievant requests the extension, or the CSC demonstrates to HCA that there is need for additional information, and the extension is in the recipient's interest. For any extension not requested by the grievant, the CSC shall give the grievant written notice of the reason for the extension within two working days of the decision to extend the timeframe.
E. Upon resolution of the grievance, the CSC shall mail a resolution letter to the grievant, legal guardian, representative, and provider acting on behalf of the recipient. The resolution letter shall include, but not be limited to, the following:
