12 Colo. Code Regs. § 2512-2-12.551

Current through Register Vol. 47, No. 22, November 25, 2024

Section 12 CCR 2512-2-12.551 - Grievance Process

A "grievance" is an oral or written complaint or expression of dissatisfaction about any matter other than a decision that may be appealed. A grievance may address issues such as the quality of services provided, the person providing services, the timeliness of services, the accessibility of service locations, or the availability of staff.

1. Applicants and Program participants shall have ninety (90) calendar days from the date of the incident to file a grievance expressing a complaint or dissatisfaction with any matter other than a decision that may be appealed.

2. The Contractor shall accept oral and written grievances and shall document oral grievances in writing.

3. The Contractor shall give applicants and Program participants reasonable assistance in filing a grievance and completing procedural steps in the grievance process, upon request.

4. The Contractor shall ensure that the individuals who make decisions on grievances are individuals who are not a subject of the grievance and who were not involved in any previous level of review or decision-making regarding the grievance.

5. The Contractor shall provide a reasonable opportunity for the individual making the grievance to present information in person as well as in writing.

6. The Contractor shall resolve each grievance and provide written notice within thirty (30) calendar days from the date the Contractor receives the grievance. The notice shall include the Contractor's proposed resolution to the grievance, the individual's right to further grieve the Contractor's proposed resolution to the MINDSOURCE Director or designee, and information on how to contact the Director or designee.

7. Applicants and Program participants shall have ninety (90) calendar days from the date of the Contractor's notice to submit their grievance to the MINDSOURCE Program Director or his/her designee.

8. The grievance process shall be an informal dispute resolution process. The decision of the MINDSOURCE Director or designee shall be final.

12 CCR 2512-2-12.551

38 CR 23, December 10, 2015, effective 1/1/2016

40 CR 11, June 10, 2017, effective 7/1/2017

41 CR 17, September 10, 2018, effective 10/1/2018

42 CR 01, January 10, 2019, effective 2/1/2019

44 CR 13, July 10, 2021, effective 8/1/2021