Policy On Resolving Consumer Complaints
It is the intent of Lirio Resources, Inc. to provide quality services which meet the needs as indicated in each client’s Individual Plan. Also, it is Lirio’s desire to be fair and reasonable with all clients served and their families/guardians.
The clients served and/or families/guardians have the right to an advocate to represent them at any step of the complaint/appeal process or at any hearing/review/appeal.
If any of the parties involved in the complaint are unable to act within the time limits stated in the procedures due to legitimate reasons such as vacation, illness, family emergencies, etc., as approved by the Executive Director or designee, the timeline will be adjusted accordingly. The above parties will be informed of any change in the timeline in reference to their complaint.
When a written complaint is passed from step to step, it must be in its original form and contain any and all attachments.
If the timelines are violated by an agency representative without approval of the Executive Director or designee, the complaint will be settled with a resolution favorable to the client/advocate as determined appropriate by the Board of Directors. If the timelines are violated by the client/advocate, the complaint will be terminated.
Within 5 business days of the time that the client/advocate knew or reasonably should have known of a complaint, the complaint or concern should be presented verbally to the staff person who the complaint is against and/or a Program Supervisor. Whether the client/advocate accepts the answer or wants to proceed to the next step shall be made in writing. The client/advocate may have an advocate present at this discussion.
If the problem is not solved to the satisfaction of the client/advocate within 5 business days of the discussion with the staff person and/or Program Supervisor in Step 1, the complaint shall be stated in writing and signed by the client/advocate. This shall be submitted to the staff’s Program Coordinator. The Executive Director and/or the Director of Operations should receive a copy of the written complaint from the Program Coordinator.
The client/advocate shall: (1) name the employee or circumstances involved; (2) state the facts leading up to the complaint/concern; (3) state the nature of the complaint; and (4) indicate the specific result requested.
Within 5 business days after receiving a written complaint, the staff person’s Program Coordinator shall communicate an answer in writing and verbally to the client/advocate.
If the complaint is not resolved in Step 2, an Interdisciplinary Team (IDT) meeting may be called to facilitate remediation and resolution.
If the complaint is not resolved in Step 3, the client/advocate may appeal to the Executive Director and/or Director of Operations within 5 business days of receipt of the staff person’s answer. The appeal shall include the original complaint and the Program Coordinator’s response to the complaint.
The Executive Director and/or the Director of Operations shall give the client/advocate an answer, in writing and verbally, within 7 business days after receipt of the appeal. Whether the client/advocate accepts this answer or wants to proceed to the next step shall be in writing.
If the complaint is still not resolved in Step 4, the client/advocate may, within 5 business days after receiving the decision of the Executive Director and/or Director of Operations, make an appeal to the Board of Directors.
The Personnel Committee of the Board of Directors may interview any or all of the parties involved at their discretion. If the Personnel Committee interviews the staff involved, the staff may also have an advocate to represent them.
The Personnel Committee will advise the Board of Directors of its recommendation and the final decision will be made by the Board.
The Personnel Committee and Board of Directors may not consider any material that was not presented in Step 4.
The Board of Directors shall take the complaint recommendation under consideration in an Executive Session on the date of the next regularly scheduled meeting of the Board of Directors. The final decision will be presented to the client/advocate in writing and verbally within 10 business days of this meeting.The decision of the Board of Directors shall be final and binding on the corporation, the administration, the staff and the client/advocate.
The client/advocate has the right to request a review by applicable state agencies as to whether Lirio Resources, Inc. Is in compliance with regard to the complaint. The Executive Director and/or Director of Operations could assist the client/advocate in requesting this review by providing contact information for the above agencies. The assigned Case Manager or local Bureau of Developmental Disabilities Services (BDDS) may also provide contact information for the applicable agencies.