SAMPLE POLICY WORK

– Feedback from the appeals process is reviewed as part of broader quality improvement initiatives, ensuring that systemic issues are addressed proactively. e. Roles and Responsibilities in the Grievance Process Clear delineation of roles ensures that each step in the grievance process is handled professionally and impartially: Initiate the grievance by completing the Grievance Form with accurate and complete details. – Provide all supporting documentation and cooperate with follow ‑ up interviews or assessments. • Key Actions: – Submit the grievance promptly through the prescribed channels. – Engage in follow ‑ up communications with the Grievance Reviewer if further clarifications are required. Assist clients and families in understanding the grievance process and in completing the necessary forms if required. – Report any observed service discrepancies or negative behaviors during care delivery. • Key Actions: – Ensure that any concerns witnessed in the course of service delivery are documented and forwarded to their direct supervisor. – Act as an interim support resource for clients who choose to file grievances. 2. Direct Support Professionals and Frontline Staff • Responsibilities: – 1. Complainant (Client/Family/Employee) • Responsibilities: –

3. Supervisors/Department Heads • Responsibilities: –

Receive initial grievance reports and provide immediate support, ensuring that the incident is documented. – Escalate grievances with urgent concerns immediately to the Incident Response Team and Quality Assurance. • Key Actions: – Complete preliminary documentation of the grievance and forward it per the established chain of command.