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 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 complaints.
The Complaint Form (GEN 87 ) may be used by applicants and recipients to file a complaint. The GEN 87 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 , 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.
Types of complaints from an applicant or recipient may include, but are not limited to, the following:
100-11 C. SUBMITTING A COMPLAINT
DPA staff must 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 form or any other piece of paper. Written complaints may be hand-delivered or mailed to any DPA office.
If complaints are received by phone, staff must document the complaint by completing the GEN 87 form for the client.
All complaints must be given to the Eligibility Technician IV or Eligibility Office Manager the same day they are received.
The date DPA 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 office.
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 form.
100-11 F. PROCEDURE FOR SUPERVISORS AND MANAGERS FOR HANDLING COMPLAINTS
Note:
If the supervisor or eligibility manager is unable to resolve the complaint, forward the complaint to the Field Service Manager for resolution. The steps above must be taken before forwarding complaint to the Field Service Manager.
If the Field Service Manager is unable to resolve the complaint, forward the complaint to the DOST for resolution. Field Service Managers must ensure the steps above are taken before forwarding the complaint to DOST .
100-11 G. PROCEDURE FOR TRACKING COMPLAINTS
DOST is responsible for tracking complaints statewide. This includes gathering all the complaints from all DPA 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 receives a copy of the GEN 87 form and the GEN 88 form.
DOST Responsibilities:
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