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

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• 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.

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• Grievances that allege a denial of service based on an issue or matter that exceeds the agency’s Priorities and Objectives (P&Os) or that is outside of the agency’s scope of practice will not be considered.
   

 

The Grievance Procedure for Denial of Service is as follows:

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Step 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 30 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.

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Step 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 review your grievance. 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.

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The Grievance Procedure for Quality of Service is as follows:

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Step 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 30 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’s 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 unless additional time is necessary to provide a response. If your service request included legal representation (assigned to an attorney vs. an advocate), you will begin at Step 2.

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Step 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.

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Step 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.

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Step 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 review your grievance. 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.