Grievance Policy and Procedures

Client/Applicant Grievance Policy and Procedures

Use Only for Grievances Against Missouri Protection & Advocacy Employees

Policy

Missouri Protection and Advocacy Services (Mo P&A) strives to provide quality services. If an individual or their representative feels that they have been unjustly denied Mo P&A services, or a client is not satisfied with the services they have received from us, the following grievance procedure can be initiated to address those concerns.

You have the right to use this procedure if:

  1. You asked for help from Missouri Protection and Advocacy Services but were told you were not eligible for help;

  2. You are currently receiving help from an employee of Missouri Protection and Advocacy Services but are unhappy with the help you are given; or

  3. If you were receiving help from an employee of Missouri Protection and Advocacy Services and that help was concluded or further help was denied for reasons with which you disagree.

Assurances

  1. Every client or applicant for services will be informed verbally and in writing of this policy and procedure.

  2. Individuals needing assistance or reasonable accommodation to file a grievance may call any agency office to receive assistance. Any agency personnel may provide this assistance as long as they are not involved in the process of that particular grievance as either the party it is being filed against or a part responsible for reviewing the grievance.

Grievance Procedure

  1. Within thirty (30) days of the event/denial with which you disagree, state your disagreement in writing to the supervisor of the Missouri Protection and Advocacy employee with whom you have been in contact. The supervisor will provide a written decision/response within ten (10) working days.

  2. If you are unhappy with the supervisor’s response or proposed action, within ten (10) working days of the supervisor’s response, put your complaint in writing and send it to the Executive Director, Missouri Protection and Advocacy Services, 925 South Country Club Drive, Jefferson City, MO 65109. Include your name, the names of the employees to whom you have spoken, and the basis of your complaint. The executive director shall provide a written response/decision/proposed action within ten (10) working days.

  3. If you disagree with the executive director’s response, within ten (10) working days, in writing, request that this matter be given to the Missouri Protection and Advocacy Services Board of Directors for review and a decision at the next regularly scheduled Board meeting.