R510-200-16. Grievance Procedures

  (1) Concerns.

  (a) all concerns that individuals may have regarding the LTCOP shall be documented and include:

  (i) outcomes; and

  (ii) relevant actions.

  (2) Timeliness.

  (a) all grievances shall be submitted in writing to the Division/AAA/Provider Agency administering the LTCOP.

  (b) the procedure for submitting a grievance is as follows:

  (i) LTCO:

  (A) complaints about LTCO shall be directed to the local LTCOP Supervisor;

  (B) program supervisor shall notify the SLTCO as soon as the complaint is made;

  (C) program supervisor shall investigate the complaint within ten business days;

  (D) nature of complaint and investigation shall be documented;

  (E) response back to the complainant shall be given within ten business days following the completion of the initial complaint investigation;

  (F) response shall include name and contact information of the SLTCO to ensure ease of appeal;

  (G) all confidential information shall be withheld from the Director of the AAA/Provider Agency to ensure that the LTCOP operates independently of the AAA/Provider Agency;

  (H) outcome shall be documented; and

  (I) program supervisor shall notify the SLTCO of the outcome.

  (ii) SLTCO:

  (A) a complaint regarding the SLTCO shall be forwarded to the Director of the Division;

  (B) the Director shall investigate the complaint within ten business days;

  (C) the nature of the complaint and the investigation shall be promptly documented by the office of the Director of the Division;

  (D) all confidential information shall be withheld from the Director of the Division to ensure that the LTCOP operates independently of the Division;

  (E) response back to the complainant shall be given within ten business days following the completion of the initial complaint investigation;

  (F) the outcome shall be documented.