Ariz. Admin. Code § 21-5-209

Current through Register Vol. 30, No. 45, November 8, 2024

Section R21-5-209 - Grievance Process

A. A person eligible for services under R21-5-204 who disagrees with a Department adverse action decision to reduce, terminate, or deny services for that person may:

1. File a grievance under this Section;

2. Choose not to file a grievance and appeal the adverse action under A.A.C. Title 21, Chapter 1, Article 3 by filing a notice of appeal within 20 days after receipt of the adverse action decision reducing, terminating, or denying services; or

3. File a grievance, and if the person is dissatisfied with the results of the grievance process, appeal under A.A.C. Title 21, Chapter 1, Article 3 by filing a notice of appeal within 20 days after receipt of the grievance response letter.

B. In the event that a person disagrees with a Department decision to reduce, terminate, or deny services, the Child Safety Worker or responsible agency staff shall:

1. Inform the person of the formal grievance process;

2. Provide the person with the Department's grievance form and directions for submittal to the designated Department staff, such as the Department's Ombudsman's Office; and

3. Offer to assist the person in completing and submitting the form, or referring the person to the appropriate Department staff, such as the Department's Ombudsman, for assistance in completing and submitting the form.

C. Upon receipt of the grievance form, the Department shall:

1. Schedule a face-to-face meeting with the person who filed the grievance within seven work days from the date the grievance was received by the Department, or schedule a teleconference if a face-to-face meeting is not possible;

2. Evaluate the grievance to determine if the grievance can be resolved by the Department to the satisfaction of the person;

3. Mail a grievance response letter to the person within three work days of the meeting; and

4. Include an appeal form with the grievance response letter so the person may appeal the adverse action.

D. If the person agrees with the Department's decision to terminate services, the Child Safety Worker or responsible agency staff shall proceed with case closure including completing a discharge plan with the person that includes information on aftercare services and other community based support.

E. The Department shall retain documentation of all grievances in the case file according to the Department's retention schedule.

Ariz. Admin. Code § R21-5-209

New section made by exempt rulemaking at 21 A.A.R. 3255, effective 1/24/2016.