Individual and Organization Grievance Policy

Policy: Northeast Iowa Area Agency on Aging has in place a consumer and organization grievance procedure for those who believe they have been denied eligible services or funding or to report a conflict of interest.

PROCEDURE: Northeast Iowa Area Agency on Aging encourages resolving grievances at the lowest level possible. Therefore, the grievance will be forwarded to the appropriate level unless specially requested by the complainant. The complainant has the right to withdraw at any time during the grievance procedure. Utilization of the grievance procedure will not directly impact services or participation eligibility. Individuals and organizations may use this process without concern of retribution.

Primary Contact Person Responsibilities

  1. We encourage persons or organizations that have a grievance to resolve it with the person the complainant is directly working with at NEI3A. This activity is documented as necessary by NEI3A staff in consumer Grievance Report in Wellsky.
  2. If the complainant does not feel that the grievance has been resolved, or the complainant is not comfortable addressing the grievance with the direct staff the complainant can request the grievance be reviewed by a supervisor, the employee provides the consumer or organization with contact information for their supervisor. The complainant must contact the supervisor within 15 days to initiate the review. The supervisor will assist, as necessary, to receive a written complaint.

Supervisor Responsibilities

  1. Upon receipt of an unresolved grievance, the supervisor has 15 working days upon receipt of the grievance to attempt to resolve the issue. If the grievance is resolved the supervisor documents the outcome in consumer file (grievance report in Wellsky), Incident Report, or other appropriate organization files and notifies the complainant in writing.
  2. If the Supervisor is unable to resolve the grievance, The supervisor informs the complainant of the contact information for the Deputy Director

Deputy Director Level

  1. Upon receipt of the grievance, the Deputy Director has 15 working days to resolve the grievance.
  2. If the grievance is resolved the complainant will be notified in writing and will be documented in the consumer file (grievance report in Wellsky), Incident Report, or other appropriate organization files and notifies the complainant in writing.
  3. If the Deputy Director is unable to resolve the Grievance, the complainant is given the contact information of the Chief Executive Officer.

Chief Executive Officer Level

  1. Upon receipt of an unresolved grievance, the Chief Executive Officer has 15 working days to investigate and attempt to resolve the issue.
  2. If a resolution is achieved, the Chief Executive Officer will notify the complainant of the resolution by letter and document in the consumer file (grievance report in Wellsky), Incident Report, or other appropriate organization files.
  3. If the matter is not resolved, and the complainant wishes to have the grievance reviewed by the NEI3A Executive Committee of the Board of Directors, the Chief Executive Officer provides the complainant the contact information for the President of the Board of Directors.

Executive Committee

  1. Upon receipt of an unresolved grievance, the Executive Committee has 15 working days to investigate and attempt to resolve the issue.
  2. If a resolution is achieved, the Board President will notify the complainant of the resolution by letter and document in consumer file.
  3. If the matter is not resolved, and the complainant wishes to have the complaint reviewed by the Iowa Department of Health and Human Services Division of Aging and Disabilities, the President of the Board of Directors provides the complainant with contact at the contact information for the Iowa Department of Health and Human Services Division of Aging and Disabilities: IHHS- Division of Aging and Disabilities Jessie M. Parker Building, 510 E 12th Street, Suite 2, Des Moines, IA 50319-9025.

Note: Northeast Iowa Area Agency on Aging may require authorization from the consumer or legal representative to share personal health information outside NEI3A.

Concerns regarding consumer’s Civil Rights may be forwarded directly to:

NEI3A Human Resources Director:

Elderbridge Area Agency on Aging
1190 Briarstone Dr Ste 3
Mason City, IA 50401
(641)243-3572 or (800)243-0678
jbeaver@elderbridge.org

 

Or to mail to:

The Iowa Civil Rights Commission
6200 Park Av, Des Moines, IA 50319
Phone: 515-281-4121