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1 <br />2 <br />3 <br />4 <br />5 <br />6 <br />7 <br />8 <br />9 <br />10 <br />11 <br />12 <br />13 <br />14 <br />15 <br />16 <br />17 <br />18 <br />19 <br />20 <br />21 <br />22 <br />23 <br />24 <br />25 <br />26 <br />27 <br />28 <br />of the individual(s) who will perform the inspections; <br />10.1.2 Specific methods to identify and prevent deficiencies in <br />the quality of service performed, prior to unacceptable performance levels; <br />10.1.3 Method for continuing services in the event of a strike of <br />CONTRACTOR's employees or a natural disaster; and <br />10.1.4 Maintenance of all inspection files and, if necessary, <br />corrective action taken. <br />10.2 CONTRACTOR shall cooperate with any third party audit or <br />inspections as required by ADMINISTRATOR or other COUNTY, State or Federal <br />agency. <br />11. WELFARE FRAUD <br />11.1 CONTRACTOR shall report to the appropriate CalWORKs WTW staff, <br />when eligibility or supportive services payment fraud is suspected, either by <br />the participant or a service provider. <br />12. HANDLING COMPLAINTS <br />CONTRACTOR shall develop, operate, and maintain procedures for <br />receiving, investigating, and responding to service providers and participant <br />complaints, including Civil Rights complaints against direct service providers <br />made by participants, requests for State Hearings and formal grievances, <br />requests for COUNTY reviews, and other complaints relating to VTR activities <br />and WEX. <br />12.1 ADMINISTRATOR shall be notified immediately of all Civil Rights <br />complaints. <br />12.2 With respect to any complaints made by participants, CONTRACTOR <br />shall identify issues with potential legal implications, and review any such <br />cases with ADMINISTRATOR prior to responding to the complaints. <br />12.3 CONTRACTOR shall maintain a log for identification and response to <br />participants' complaints. When complaints cannot be resolved informally, a <br />(WAM08A11) 10 of 18 (December 22, 2011) <br />41 = <br />