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Henry County Senior Services

Grievance & Appeal Policy and Procedure

I.  General

While providing the best customer satisfaction is our goal, the following policy and procedure steps has been developed to assist staff in dealing with client issues and complaints and the steps that should be taken to report and resolve them.

II.  PROCEDURE:  

  1. This policy will be reviewed with staff at orientation.
  2. HCSCS staff members receiving a complaint or concern from a client should notify the Lead Activity coordinator or Supervisor for that program.
  3. Lead Activity coordinator or service staff will meet with the client to discuss the complaint/concern and offer a resolution. 
  4. Lead Activity coordinator or service staff shall within two weeks follow up with the client to determine their satisfaction with the proposed resolution.  If the client is not satisfied, the Lead Activity coordinator or Supervisor should proceed to the next step.
  5. Lead Activity coordinator or Supervisor shall notify Program coordinator, in writing, the name of the client, a description of the original complaint and proposed resolution and the reason the proposed resolution was rejected.
  6. Program coordinator shall arrange a meeting with the client to discuss the complaint and arrive at a resolution. 
  7. Program coordinator shall confirm within two weeks that the client is satisfied with the second proposed resolution.  If the client is not satisfied, the Program coordinator should proceed to the next step.
  8. Program coordinator shall notify the Director, in writing, the name of the client, a description of the original complaint and proposed resolutions and the reason the proposed resolutions were rejected.
  9. The Director, or designee, shall arrange a meeting with the client to discuss the complaint and arrive at a resolution. 
  10. The Director, or designee, shall confirm within two weeks that the client is satisfied with the third proposed resolution.  If the client is not satisfied, Director or designee should proceed to the next step.
  11. The Director, or designee, shall arrange a meeting with the County Manager to discuss the original complaint and steps taken thus far to resolve it.  The County Manager, or designee, will review the information and notify the client of any proposed recommendation and/or corrective action in writing, within two weeks.  If the client is not satisfied, they shall be asked to notify the Director in writing.
  12. The Director, or designee, will forward, in writing, the original complaint along with resolutions proposed and rejected, to: Atlanta Regional Commission, Ms. Cathie Berger, Chief, Aging Services, 40 Courtland St., N.E.
    Atlanta, Georgia  30303-2538, Phone (404)463-3235
  13. The Director, or designee, will notify the client of any proposed resolution proposed by ARC staff or any meeting scheduled to discuss the complaint and procedures followed.  If the client is not satisfied with the resolution proposed by ARC staff, proceed to the next step.
  14. The Director, or designee, will notify ARC personnel that the proposed resolution has been rejected and request a meeting on behalf of the client with State Office of Aging personnel. 
  15. The Director, or designee, will notify the client, in writing, of all pertinent information pertaining to the meeting with State personnel.  The Director will also advise the client that the decision rendered by Office of Aging personnel will be final and end the appeals process.

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Last updated: Tuesday October 06 2009

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