CLIENT GRIEVANCE

The purpose of DRWV’s grievance procedure is to
provide a system for resolving complaints concerning
denial of services or the quality of services.

 

General

  • Step 1 may be done orally or in writing. Steps 2 and 3 must be in writing but we
    will assist you if needed.

     

  • It is the responsibility of DRWV to keep a written record of all grievances received
    and action taken on grievances.

     

  • You have the right to have someone help you with this Grievance Process.
     

  • The Executive Director and the DRWV Board of Directors (BOD) will not overturn
    legal decisions made by the Legal Director. DRWV is not obligated to take every
    case that comes to our attention.

     

 

The Grievance Procedure for Denial of Service is as follows:

  1. If you have been denied services and you wish to file a grievance on that decision,
    submit your grievance directly to the Executive Director within 10 business days of the
    denial. The Executive Director will review the service request, reason for denial, and
    assess whether DRWV’s procedures were followed. The Executive Director will respond to
    your complaint in writing within 10 business days of when your complaint is received
    .
     

  2. If you are not satisfied with the Executive Director’s response, you must notify
    the Executive Director in writing within 10 business days of receiving the response that
    you wish to file a grievance with DRWV’s BOD. DRWV can help put your grievance in
    writing if needed. The Executive Director must notify the President of DRWV’s BOD in
    writing within 5 business days of receiving your complaint that a grievance is being filed
    with the BOD.

 

The Executive Committee of DRWV’s BOD is responsible to appoint an ad hoc Grievance
Committee to investigate your grievance and responses to it. After review, the Grievance
Committee will provide its decision to DRWV’s BOD for consideration and action. The BOD
President will respond to you in writing within 10 business days after the next scheduled
BOD meeting when the grievance was discussed. The decision of the BOD is final.

The Grievance Procedure for Quality of Service is as follows:

  1. If you are not satisfied with the services DRWV provided/is providing to you,
    contact the DRWV staff attorney assigned to oversee the service request within 10
    business days
    of receiving a closing letter or within 3 business days of the issue of
    complaint. The advocate will provide the name of the attorney overseeing the service
    request. This attorney name is only provided when a grievance is filed. The grievance
    should clearly describe your complaint and your desired outcome. The attorney will
    respond to your complaint in writing within 10 business days of when your complaint is
    received. If your service request included legal representation (assigned to an
    attorney vs. an advocate), you will begin at Step 2.

     

  2. If you are not satisfied with the attorney’s response you may submit your
    grievance in writing to the Legal Director within 10 business days of receiving the response
    for Step 1. DRWV can help put your grievance in writing if needed. The Legal Director will
    review the response you were sent to ensure there was proper legal oversight of your
    case and that the Grievance Procedure was followed. The Legal Director will respond to
    your grievance in writing within 10 business days of receiving it.

     

  3. If you are not satisfied with the Legal Director’s response, you must notify the
    Executive Director in writing within 10 business days of receiving the Legal Director’s
    response that you wish to file a grievance with the Executive Director. The Executive
    Director will review the grievance to ensure that all DRWV policies were followed. The
    Executive Director will respond to your grievance in writing within 10 business days of
    receiving it.

     

  4. If you are not satisfied with the Executive Director’s response, you may file a
    grievance with DRWV’s BOD within 10 business days of receiving the Executive Director’s
    response. The Executive Director must notify the President of DRWV’s BOD in writing
    within 5 business days of receiving your complaint that a grievance is being filed with the
    BOD.

 

The Executive Committee of DRWV’s BOD is responsible to appoint an ad hoc Grievance
Committee to investigate your grievance and responses to it. After review, the Grievance
Committee will provide its decision to DRWV’s BOD for consideration and action. The BOD
President will respond to you in writing within 10 business days after the next scheduled
BOD meeting when the grievance was discussed. The decision of the BOD is final.