Complaints G-04

PURPOSE:

The purpose of this policy is to establish a system for responding to issues, concerns, and complaints so that appropriate action to resolve the complaint is taken.

POLICY:

The Sedgwick County Developmental Disability Organization (SCDDO) will respond to issues regarding SCDDO, community service providers (CSP), and/or the local intellectual and/or developmental disability (IDD) service system. It is the goal of SCDDO to resolve all complaints in a timely, transparent, trustworthy and empowering manner.

PROCEDURES:

1. SCDDO staff person receiving the complaint will notify, by next business day, the appropriate staff member (if applicable). If the complaint is about:
   1. A SCDDO staff person, then the staff person’s supervisor will be notified.
   2. A CSP, then a staff person in Quality Assurance (QA) will be notified.
   3. Functions and responsibilities of SCDDO, then the appropriate management team member will be notified.
   4. An area not addressed above the complaint will be forwarded to the SCDDO Director.
2. The SCDDO staff member responsible for processing the complaint will make contact with the complainant by next business day upon notification and will take steps to resolve the issue.
3. SCDDO will track and report all complaints which fall within the definition as articulated in the contract between the Secretary of Kansas Department for Aging and Disability Services and a Community Developmental Disability Organization.