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State of Tennessee Division of Intellectual Disabilities Services

State of Tennessee Division of Intellectual Disabilities Services. Complaint Resolution System. Who should provide a Complaint Resolution System ?. Anyone who provides contracted DIDS services……This includes: Agencies. Clinical providers. Behavioral providers. Technicians.

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State of Tennessee Division of Intellectual Disabilities Services

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  1. State of TennesseeDivision of Intellectual Disabilities Services Complaint Resolution System

  2. Who should provide a Complaint Resolution System ? • Anyone who provides contracted DIDS services……This includes: • Agencies. • Clinical providers. • Behavioral providers. • Technicians. • DIDS providers of day, residential, and Independent Support Coordination Services. • All independent DIDS providers.

  3. Internal Complaint Resolution System (CRS) • The Division of Intellectual Disabilities Services (DIDS) adheres to the philosophy of assisting service recipients to resolve issues and concerns at the most direct level possible. Therefore, in order to effectively and adequately address complaints, the DIDS will partner with all contracted providers to develop and maintain an internal CRS. Complainants can also request internal and external mediation services.

  4. Formal CRS Process • Providers shall develop and implement complaint resolution procedures in accordance with the DIDS Provider Manual. (Section 18.3.) • Providers shall develop and implement an internal policy for receiving and responding to complaints.

  5. Formal CRS Process • The policy and procedures shall include, but not limited to: • Assurance that each contracted service provider identifies and maintains a CRS contact person. • Assurance that the service recipients, their families and legal representatives receive information concerning the Provider and DIDS Complaint Resolution system. • This information should identify both Provider and DIDS contact person with contact information.

  6. Formal CRS Process • Assurance that if the complainant and Provider are unable to resolve the issue, either party may contact the DIDS Regional Office Complaint Resolution Coordinator for assistance. • Assurance that retaliation against anyone reporting a complaint to the Provider or DIDS is strictly Prohibited.

  7. CRS Ombudsman Duties • CRS Specialists act as DIDS Regional Ombudsmen and may investigate these complaints: • Civil Rights • Human Rights • Provider-vs-Provider • Complaints involving DIDS

  8. CRS Regional Specialists • East: Chaneth Quemore ext. 228 • Michael Mailahn Ext. 236 • 1-865-588-0508 • Middle: Sherry Baskerville • 1-615-231-5492 • West: Debbie Hammons 1-901-745-7505 • Yolanda Beason 1-901-745- 7523

  9. CRS Directors • Statewide Director: Thomas O’Brien • 1-615-231-5499-office • 1-615-517-6088 cell • Program Manager: • Office of Civil Rights: Brenda Clark • 1-615-231-5516

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