Laserfiche WebLink
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 />staff, when eligibility or supportive services payment fraud is <br />suspected, either by the participant or a service provider. <br />12. HANDLING COMPLAINTS <br />CONTRACTOR shall develop, operate, and maintain procedures <br />for receiving, investigating, and responding to service providers <br />and participant complaints, including Civil Rights complaints <br />against direct service providers made by participants, requests <br />for State Hearings and formal grievances, requests for COUNTY <br />reviews, and other complaints relating to VTR activities and WEX. <br />12.1 ADMINISTRATOR shall be notified immediately of all <br />Civil Rights complaints. <br />12.2 With respect to any complaints made by participants, <br />CONTRACTOR shall identify issues with potential legal <br />implications, and review any such cases with ADMINISTRATOR prior <br />to responding to the complaints. <br />12.3 CONTRACTOR shall maintain a log for identification and <br />response to participants' complaints. When complaints cannot be <br />resolved informally, a system of follow-through shall be <br />instituted which adheres to formal plans for specific actions and <br />response to complaints within two (2) business days. <br />12.4 CONTRACTOR shall provide, in a format approved by <br />ADMINISTRATOR, information pertaining to complaints, as well as <br />CONTRACTOR's response to any complaints to ADMINISTRATOR, as <br />described above, within ten (10) business days of the complaint. <br />12.5 CONTRACTOR shall include a summary of all complaints <br />received in the Monthly Status Reports submitted to COUNTY per <br />Subparagraph 8.4 above. <br />13. HOURS OF OPERATION <br />(WAM0313) 13 of 22 <br />(April 8, 2013) <br />25B-63