Section 10.53. Grievances.

 

(1)   Grievance process in resource centers.

(a) The governing board of each resource center shall approve and effectively operate a process for reviewing and resolving client grievances and appeals. The board may delegate, in writing, its responsibility for review of appeals and resolution of grievances to a committee of the resource center's senior management, provided the process ensures that the board is made aware of grievances and requests for department review and fair hearings.

(b) The department shall review and approve a resource center's grievance and appeal process as part of its contracting with the resource center.

(c) A resource center shall assist individuals to file and resolve grievances or appeals, including assistance with committing an oral grievance or appeal to writing.

(2)   Grievance process in care management organizations.

(a) The governing board of each CMO shall approve and shall effectively operate a process for reviewing and resolving client grievances and appeals. The board may delegate, in writing, its responsibility for review of complaints and resolution of grievances to a committee of the CMO's senior management, provided that the board is made aware of grievances and requests for department review and fair hearings.

(b) The department shall review and approve a resource center's grievance and appeal process as part of its contracting with the CMO.

(c) A CMO shall individuals to file and resolve grievances or appeals, including assistance with committing an oral grievance or appeal to writing.

History: Cr. Register, October, 2000, No. 538 , eff. 11-1-00; CR 04-040 : am. (1) (a) to (c) and (2) (a) to (c) Register November 2004 No. 587 , eff. 12-1-04.