Support Services for Adults with Developmental ... - DHS home
Support Services for Adults with Developmental ... - DHS home
Support Services for Adults with Developmental ... - DHS home
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(v) The disposition of the complaint.<br />
(B) Brokerage personnel issues and allegations of abuse may<br />
be maintained separately from a central complaint log. If a<br />
complaint results in disciplinary action against a staff member,<br />
the documentation on the complaint must include a statement<br />
that disciplinary action was taken.<br />
(b) In<strong>for</strong>mal complaint resolution. An individual or someone acting on<br />
behalf of the individual must have an opportunity to in<strong>for</strong>mally discuss<br />
and resolve any allegation that a brokerage, provider organization, or<br />
independent provider has taken action that is contrary to law, rule,<br />
policy, or that is otherwise contrary to the interest of the individual<br />
and that does not meet the criteria <strong>for</strong> an abuse investigation.<br />
Choosing an in<strong>for</strong>mal resolution does not preclude an individual or<br />
someone acting on behalf of the individual from pursuit of resolution<br />
through <strong>for</strong>mal complaint processes.<br />
(c) Investigation of the facts supporting or disproving the complaint.<br />
(d) Taking appropriate actions. The brokerage must take steps to<br />
resolve the complaint <strong>with</strong>in five working days following receipt of the<br />
complaint. If the complaint cannot be resolved in<strong>for</strong>mally, or if the<br />
individual making the complaint so chooses at any time, the individual<br />
may request a <strong>for</strong>mal resolution of the complaint and, if needed, must<br />
be assisted by the brokerage <strong>with</strong> initiating the <strong>for</strong>mal complaint<br />
process.<br />
(e) Review by the brokerage director. If a complaint involves<br />
brokerage staff or services and if the complaint is not resolved<br />
according to section (1)(b) through (1)(d) of this rule, or if the person<br />
making the complaint requests one, a <strong>for</strong>mal review must be<br />
completed by the brokerage director and a written response must be<br />
provided to the complainant <strong>with</strong>in 30 days following receipt of the<br />
complaint.<br />
(f) Agreement to resolve the complaint. Any agreement to resolve a<br />
complaint that has been <strong>for</strong>mally reviewed by the brokerage director<br />
must be in writing and must be specifically approved by the<br />
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