Client Grievance Policy and Procedures

It is the policy of the DRC to provide all clients and those seeking services with a copy of the Client Grievance Policy and Procedures and an opportunity to file a grievance. If you choose to file a grievance, you are assured that no adverse repercussions will occur to you in any future interaction with the DRC. A grievance may be filed for the following reasons:

                        1.         You feel that you were improperly denied services
                        2.         You feel that the services were not effective

           You, or someone you ask to help you, should put your grievance in writing and submit it on a Client Grievance Form, which you may request by calling the DRC.  An exception would be in Step 1 should you choose to discuss the complaint with the Legal Director. If you are unable to write the complaint yourself and cannot find anyone to help you, you may submit it orally or on a cassette tape or ask DRC to provide you assistance in submitting your complaint. If you choose not to use the Grievance Form, please make sure that you have included the same information that is asked for on the form.  All timelines may be extended by mutual agreement. To file a complaint with the DRC, please follow the steps below:

Step 1  As soon as possible following the event with which you disagree, you may contact the Legal Director to discuss your complaint with him or her, or put your complaint in writing and direct it to his or her attention. The Legal Director has up to 30 days, from the time DRC receives your complaint, in which to provide you a written decision. If you were denied services based on the merits of your case, the Legal Director's decision shall be final. If you were denied services for another reason, you may proceed to Step 2.

Step 2  If you are not satisfied with the decision of the Legal Director, and you want to have that decision reviewed, you must within 15 days request that the Executive Director review the decision of the Legal Director.  The Executive Director has up to 30 days from the time DRC receives your complaint in which to provide you a written decision.  This decision shall be based on a careful review of the Legal Director's decision and any other materials submitted.

Step 3  If you are not satisfied with the decision of the Executive Director, and you want that decision reviewed, you must within 15 days request a paper review of the Executive Director's decision by the Grievance Committee of the Board of Directors or request a meeting in person.  The request shall be submitted to the Executive Director who will forward it to the President of the Board of Directors.  The President of the Board will appoint a Grievance Committee to review your complaint.  The decision of the Executive Director will be overturned only upon a showing that there was an abuse of discretion.  The President of the Board of Directors shall send the decision of the Grievance Committee to you in writing as soon as possible, but no later than 45 days after DRC receives your request for a review.  The decision shall be final.

            The Executive Director shall submit reports to the Board of Directors regarding grievances handled in Step 1, by the Legal Director, and Step 2, by the Executive Director at least three times per year.

PROCEDURE FOR GRIEVANCE BASED ON ALLEGED FAILURE TO PROVIDE REASONABLE ACCOMMODATION

            DRC wants to make sure that persons with disabilities who require a reasonable accommodation to access DRC services and facilities receive one.  If you feel you need a reasonable accommodation or requested one from DRC staff and were denied one, you may contact DRC’s Section 504 coordinator, Lynne Clay.  She will resolve the matter in accordance with DRC policies and procedures.  She can be contacted at the above address, phone or fax number. In the case of a denial of a reasonable accommodation by any DRC staff, you should contact Lynne Clay within 15 days of the denial.  To obtain a copy of DRC’s complete anti-discrimination policy and procedures on how to request a reasonable accommodation, you may (a) contact DRC’s Lynne Clay or DRC’s receptionist who will send it to you, or (b) review it on DRC’s website at www.drcnh.org.

 

updated July 20, 2017