OVERVIEW:

The Quality Assurance Coordinator is responsible to review and assess complaints of case management made by client(s) the Agency provides services to. The steps below are also followed for any person or entity filing a complaint regarding the Agency’s communications.

It is the responsibility of the Agency representative to inform the public of the complaint process as outlined.

1. An initial assessment of a complaint must occur. This is a team approach; it is the responsibility of the worker and supervisor to address the immediate concern first prior to proceeding with the formal complaint process.
2. The worker and supervisor need to document their efforts to resolve the concern.
3. If the client is not satisfied then they must be informed of the complaint process