Text Size

POLICY AND PROCEDURE ON GRIEVANCES

                                

I.                   PURPOSE

The purpose of this policy is to promote service recipient right by providing persons served and/or legal representatives with a simple process to address complaints or grievances.

                       

II.                POLICY

Each person served and/or legal representative will be encouraged and assisted in continuously sharing ideas and expressing concerns in informal discussions with management staff and in support team meetings. Each concern or grievance will be addressed and attempts will be made to reach a fair resolution in a reasonable manner.

Should a person and/or legal representative feel an issue or complaint has not or cannot be resolved through informal discussion, they should file a formal grievance. Staff and persons served and/or legal representatives will receive training regarding the informal and formal grievance procedure. This policy will be provided, orally and in writing, to all persons served and/or legal representatives. If a person served and/or legal representative feel that their formal complaint has not or cannot be resolved by other staff, they may bring their complaint to the highest level of authority in the program, the Executive Director, who may be reached at the following:

Name: Laura Johnson

Address: 109 Pleasant Ave, PO Box 86, Park Rapids, MN 56470

Telephone Number: 218-732-3358 or 218-237-8518

 

The DAC will ensure that during the service initiation process that there is orientation for the person served and/or legal representative to the DAC’s policy on addressing grievances. Throughout the grievance procedure, interpretation in languages other than English and/or with alternative communication modes may be necessary and will be provided upon request. If desired, assistance from an outside agency (i.e. ARC, MN Office of the Ombudsman, local county social service agency) may be sought to assist with the grievance.

 

Persons served and/or legal representatives may file a grievance without threat or fear of reprisals, discharge, or the loss of future provision of appropriate services and supports.

           

III.             PROCEDURE

A.     All complaints affecting a person’s health and safety will be responded to immediately by the designated coordinator.

 

B.     Direct support staff will immediately inform the designated coordinator of any grievances and will follow this policy and procedure. If at any time, staff assistance is requested in the complaint process, it will be provided. Additional information on outside agencies that also can provide assistance to the person served and/or legal representative are listed at the end of this procedure.

 

C.     If for any reason a person served and/or legal representative chooses to use the formal grievance process, they will then notify in writing or discuss the formal grievance with the designated coordinator will initially respond in writing within 14 calendar days of receipt of the complaint.

 

D.     If the person served and/or legal representative is not satisfied with the designated coordinator response, they will then notify in writing or discuss the formal grievance with the Executive Director, who will then respond within 14 calendar days.

 

E.      All complaints must and will be resolved within 30 calendar days of receipt of the complaint. If this is not possible, the Executive Director will document the reason for the delay and the plan for resolution.

 

F.      If the person served and/or legal representative believe their rights have been violated, they retain the option of contacting the county's Adult or Child Protection Services or the Department of Human Services. In addition, persons may contact advocacy agencies (listed at the end of this policy) and state they would like to file a formal grievance regarding their services, provider DAC, etc.

 

G.     As part of the complaint review and resolution process, a complaint review will be completed by the Executive Director or the Designated Designated coordinator and documented by using the Internal Review form regarding the complaint. The complaint review will include an evaluation of whether:

1.      Related policies and procedures were followed.

2.      The policies and procedures were adequate.

3.      There is a need for additional staff training.

4.      The complaint is similar to past complaints with the persons, staff, or services involved.

5.      There is a need for corrective action by the DAC to protect the health and safety of persons served.

 

H.     Based upon the results of the complaint review, the DAC will develop, document, and implement a corrective action plan designed to correct current lapses and prevent future lapses in performance by staff or the DAC, if any.

 

I.        A written summary of the complaint and a notice of the complaint resolution to the person served and/or legal representative and case designated coordinator will be provided by using the Complaint Summary and Resolution Notice form. This summary will:

1.      Identify the nature of the complaint and the date it was received.

2.      Include the results of the complaint review.

3.      Identify the complaint resolution, including any corrective action.

 

J.       The Complaint Summary and Resolution Notice will be maintained in the service recipient record.

 

Outside Agency Name

Telephone Number

Address and Email Address

ARC MN

(651) 523-0823

(800) 582-5256

770 Transfer Road, Suite 26, St. Paul, MN 55114

www.thearcofminnesota.org

This email address is being protected from spambots. You need JavaScript enabled to view it.

ARC Greater Twin Cities

(952) 920-0855

2446 University Ave W, Suite 110, St. Paul, MN 55114

www.arcgreatertwincities.org

This email address is being protected from spambots. You need JavaScript enabled to view it.

ARC Northland

(218) 726-4725

424 W Superior St, Suite 201, Duluth, MN 55802

www.arcnorthland.org

This email address is being protected from spambots. You need JavaScript enabled to view it.

Disability Law Center/Legal Aid Society

(612) 332-1441

430 1st Ave North, Minneapolis, MN 55401

www.mndlc.org

This email address is being protected from spambots. You need JavaScript enabled to view it.

MN DHS-Licensing

(651) 431-6500

444 Lafayette Road, St. Paul, MN 55115

www.mn.gov/dhs/general-public/licensing/

This email address is being protected from spambots. You need JavaScript enabled to view it.

MN Office of the Ombudsman for Families (and Children)

(651) 603-0058

(651) 643-2539 Fax

1-888-234-4939

1450 Energy Drive, Suite 106
St. Paul, Minnesota 55108

http://mn.gov/ombudfam/

MN Office of the Ombudsman for MH/DD

(651) 757-1800

(800) 657-3506

121 7th Place East, Suite 420, Metro Square Building,

St. Paul, MN 55101

www.ombudmhdd.state.mn.us

This email address is being protected from spambots. You need JavaScript enabled to view it.

MN Office of the Ombudsman for Long-Term Care

(651) 431-2555

(800) 657-3591

P.O. Box 64971, St. Paul, MN 55164

www.dhs.state.mn.us/main

This email address is being protected from spambots. You need JavaScript enabled to view it.

Local County Social Service Agency: ask for either child protection or adult protection dependent upon the age of the person

Individual telephone number per county: See *

Individual addresses per county: See *

Telephone book

www.yellowpages.com

https://edocs.dhs.state.mn.us/lfserver/Public/DHS-0005-ENG

 

 

MN Area on Aging:

Please select the specific row (below) for applicable telephone number or address based upon your location

 

MN Area on Aging

Telephone Numbers

Address and Email Address:

http://mn4a.org/aaas/

1.

Arrowhead Area Agency on Aging

Main: 218-722-5545
Toll Free: 1-800-232-0707

Fax: 218-529-7592

221 West 1st Street
Duluth, Minnesota 55802

Serves: Aitkin, Carlton, Cook, Itasca, Koochiching, Lake & St. Louis counties.

2.

Central MN Council on Aging

Main: 320-253-9349
Fax: 320-253-9576

1301 W St. Germain Street, SE
St. Cloud, Minnesota 56301-3456

Serves: Benton, Cass, Chisago, Crow Wing, Isanti, Kanabec, Mille Lacs, Morrison, Pine, Sherburne, Stearns, Todd, Wadena, & Wright counties.

3.

Land of the Dancing Sky Area Agency on Aging

Main: 218-745-6733

109 South Minnesota Street
Warren, Minnesota 56762

Serves: Becker, Beltrami, Clay, Clearwater, Douglas, Grant, Hubbard, Kittson, Lake of the Woods, Mahnomen, Marshall, Norman, Otter Tail, Pennington, Polk, Pope, Red Lake, Roseau, Stevens, Traverse & Wilkin.

4.

Metropolitan Area Agency on Aging

Main: 651-641-8612
Fax: 651-641-8618

2365 N McKnight Road, Suite 3
North St. Paul, Minnesota 55109

Serves: Anoka, Carver, Dakota, Hennepin, Ramsey, Scott, & Washington counties

5.

MN Chippewa Tribe Area Agency on Aging

Main: 218-335-8586
Toll Free: 1-888-231-7886
Fax: 218-335-8080

PO Box 27
Cass Lake, Minnesota 56633

Serves: Bois Forte, Grand Portage, Leech Lake, & White Earth reservations

6.

MN River Area Agency on Aging

Mankato Office:

Main: 507-389-8879
Fax: 507-387-7105

Slayton Office:

Main: 507-836-8547
Fax: 507-836-8866

 

Mankato Office
10 Civic Center Plaza, Suite 3
PO Box 3323

Mankato MN 56002-3323

Slayton Office
2401 Broadway Avenue, Suite 2
Slayton, MN  56172-114

Serves: Big Stone, Blue Earth, Brown, Chippewa, Cottonwood,
Faribault, Jackson, Kandiyohi, Lac Qui Parle, Le Sueur, Lincoln, Lyon, Martin, McLeod, Meeker, Murray, Nicollet, Nobles, Pipestone, Redwood, Renville, Rock, Sibley, Swift, Waseca, Watonwan, & Yellow Medicine counties.

7.

Southeastern MN Area Agency on Aging

Main: 507-288-6944
Fax: 507-288-4823

421 SW First Avenue, Room 201
Rochester, Minnesota 55902

Serves: Dodge, Fillmore, Freeborn, Goodhue, Houston, Mower,
Olmsted, Rice, Steele, Wabasha, & Winona counties