100-11          RIGHT TO FILE A COMPLAINT

The right to file a complaint provides individuals with the opportunity to have their concerns, which do not meet fair hearing criteria, to be heard and reviewed by a supervisor or manager.  This right is available to all applicants and recipients of public assistance programs.

Clients must be informed of their right to file a complaint at anytime on any action or inaction taken by DPA Division of Public Assistance that they disagree with and is not covered through the fair hearing process.

Note:

Refer to Administrative Procedures MS 100-4 for procedure on handling Civil Rights complaint.

100-11 A.     COMPLAINT FORM

The Complaint Form (GEN 87 Complaint Form) may be used by applicants and recipients to file a complaint. The GEN 87 Complaint Form form must be located in the lobby area of each office and made available to all clients.

Any individual or household member who has concerns with any action or inaction taken by DPA Division of Public Assistance, which is not covered through the fair hearing process, may file a complaint.  The complaint is a clear expression by the client or client’s representative to have their concerns reviewed by a supervisor or manager.

100-11 B.     TYPES OF COMPLAINT

Types of complaints from an applicant or recipient may include, but are not limited to, the following:

1. They had a long wait to apply.

2. The local office or Eligibility Technician was too difficult to see or reach via phone.
   
   

3. A  DPA Division of Public Assistance staff member(s) was rude, inconsiderate, or belligerent.
   
   

4. DPA Division of Public Assistance lost their change report form, application, or other documents.
   
   

5. DPA Division of Public Assistance failed to process their change report in a timely manner.
   
   

6. The agency delayed or failed to issue benefits timely.
   
   

7. The agency failed to provide proper information or provided misinformation.

100-11 C.     SUBMITTING A COMPLAINT

DPA Division of Public Assistance staff must to assist clients in submitting a complaint and process each complaint promptly.

Clients or their representatives may submit a complaint verbally or in writing.  Written complaints may be submitted on the GEN 87 Complaint Form form or any other piece of paper.  Written complaints may be hand-delivered or mailed to any DPA Division of Public Assistance office.

If complaints are received by phone, staff must document the complaint by completing the GEN 87 Complaint Form form for the client.

All complaints must be given to the Eligibility Technician IV or Eligibility Office Manager the same day they are received.

100-11 D.     COMPLAINT DATE

The date DPA Division of Public Assistance receives the complaint in any of its offices is the complaint date.  The complaint must be date-stamped the same day it is received in the DPA Division of Public Assistance office.

100-11 E.     CLIENT CONFERENCE

A conference must be offered to the client promptly after the complaint is received.  The conference must be conducted by a supervisor or manager.  Details of the complaint must be documented on the GEN 88 Complaint Results Form form.

100-11 F.     PROCEDURE FOR SUPERVISORS AND MANAGERS FOR HANDLING  COMPLAINTS

1. Review the GEN 87 Complaint Form form and any other document the client submitted.

2. Contact the client promptly upon receipt.  Using the GEN 88 Complaint Results Form form, document the issue, detail of event(s) leading to complaint, and the name of employee(s) involved or familiar with issue.

3. Contact employee(s) identified by the client for their insight on event(s).

4. Review all facts and details gathered on complaint and identify and document the complaint resolution, including employee training needs, personnel action, and any other action taken.

5. Notify the client of the finding(s) and action(s) taken.

6. Once all steps are complete, send a copy of the GEN 87 Complaint Form form and the GEN 88 Complaint Results Form form to DOST Division Operations Support Team.  The forms may be sent either via fax or e-mail to DOST Division Operations Support Team at dpadost@alaska.gov.

NOTE:

If the supervisor or manager is unable to resolve the complaint, forward the complaint to the regional manager for resolution. The steps above must be taken before forwarding complaint to the Regional Manager.  

If the regional manager is unable to resolve the complaint, forward the complaint to the Division Operations Manager for resolution. Regional Managers must ensure the steps above are taken before forwarding the complaint to the Division Operations Manager of DOST Division Operations Support Team.

7. DOST Division Operations Support Team keeps track of complaints received statewide.  Managers and supervisors can request the complaint information from DOST Division Operations Support Team when needed.
   
   

100-11 G.     PROCEDURE FOR TRACKING COMPLAINTS

DOST Division Operations Support Team is responsible for tracking complaints statewide.  This includes gathering all the complaints from all DPA Division of Public Assistance field offices, tracking and logging the complaints in one database, and maintaining and organizing copies of the complaint forms.  All offices are responsible in ensuring that DOST Division Operations Support Team receives a copy of the GEN 87 Complaint Form form and the GEN 88 Complaint Results Form form.

DOST Division Operations Support Team Responsibilities:

1. Date stamp the GEN 87 Complaint Form form and the GEN 88 Complaint Results Form form upon receipt.

2. Enter required information into the Field Services Customer Complaint Tracking Log located on the shared drive in the Field Services folder.  The tracking log captures the following information:

• Client name, address, and telephone number;

• Complaint issue;

• Office location;

• Employee(s) identified in the complaint;

• Complaint date; and

• Complaint resolution - date and final result.

3. Once all information is entered, keep and maintain a file of all complaints received statewide.