Grievance Policy - Program I. Policy It is the policy of Zumbro House, Inc. to ensure that people served by this program have the right to respectful and responsive services. We are committed to providing a simple complaint process for the people served in our program and their authorized or legal representatives to bring grievances forward and have them resolved in a timely manner. II. Procedures Service Initiation A person receiving services, their authorized or legal representative, and their case manager will be notified of this policy, and provided a copy, within five working days of service initiation. How to File a Grievance The person receiving services or authorized or legal representative: person’s should talk to a staff person that they feel comfortable with about their complaint or problem; clearly inform the staff person that they are filing a formal grievance and not just an informal complaint or problem; and may request staff assistance in filing a grievance. If the staff person was unable to solve the complaint or problem, the person receiving services or the authorized or legal representative can talk to person’s the Program Director for that location. They can be reached by calling If the person or authorized or legal representative does not believe that person’s their grievance has been resolved they may bring the complaint to the highest level of authority in this program. That person is Christopher Onken, President. He can be reached at 651-264-1000 or 525 Commons Drive, Woodbury, MN 55125 Response by the Program Upon request, staff will provide assistance with the complaint process to the service recipient and their authorized representative. This assistance will include: the name, address, and telephone number of outside agencies to assist the person; and responding to the complaint in such a manner that the service recipient or authorized are resolved. representative’s concerns Zumbro House, Inc. will respond promptly to grievances that affect the health and safety of service recipients. All other complaints will be responded to within 14 calendar days of the receipt of the complaint. All complaints will be resolved within 30 calendar days of the receipt. If the complaint is not resolved within 30 calendar days, this program will document the reason for the delay and a plan for resolution.
Grievance Policy - Program I. Policy It is the policy of Zumbro House, Inc. to ensure that people served by this program have the right to respectful and responsive services. We are committed to providing a simple complaint process for the people served in our program and their authorized or legal representatives to bring grievances forward and have them resolved in a timely manner. II. Procedures Service Initiation A person receiving services, their authorized or legal representative, and their case manager will be notified of this policy, and provided a copy, within five working days of service initiation. How to File a Grievance The person receiving services or person’s authorized or legal representative: should talk to a staff person that they feel comfortable with about their complaint or problem; clearly inform the staff person that they are filing a formal grievance and not just an informal complaint or problem; and may request staff assistance in filing a grievance. If the staff person was unable to solve the complaint or problem, the person receiving services or the person’s authorized or legal representative can talk to the Program Director for that location. They can be reached by calling If the person or person’s authorized or legal representative does not believe that their grievance has been resolved they may bring the complaint to the highest level of authority in this program. That person is Christopher Onken, President. He can be reached at 651-264-1000 or 525 Commons Drive, Woodbury, MN 55125 Response by the Program Upon request, staff will provide assistance with the complaint process to the service recipient and their authorized representative. This assistance will include: the name, address, and telephone number of outside agencies to assist the person; and responding to the complaint in such a manner that the service recipient or authorized representative’s concerns are resolved. Zumbro House, Inc. will respond promptly to grievances that affect the health and safety of service recipients. All other complaints will be responded to within 14 calendar days of the receipt of the complaint. All complaints will be resolved within 30 calendar days of the receipt. If the complaint is not resolved within 30 calendar days, this program will document the reason for the delay and a plan for resolution.
Policies_and_Procedures_8.1.17.docx