DHS 94.40(5)(5) Formal resolution process. Each program shall have a formal resolution process for program level review of grievances under s. DHS 94.41 which includes: DHS 94.40(5)(a)(a) A process for training client rights specialists and for protecting their neutrality while conducting grievance reviews by establishing conditions which allow them to be objective in their actions, such as not allowing retribution against them for unpopular decisions; DHS 94.40(5)(b)2.2. Preparing reports that include factual findings, determinations of merit and recommendations for resolving grievances; DHS 94.40(5)(b)3.3. Completing the review process within the time limits of this subchapter; DHS 94.40(5)(b)5.5. Permitting both clients and staff an equal opportunity to be heard during the process; DHS 94.40(5)(c)(c) A method for informing clients and their guardians, parents and advocates about the way grievances are presented and the process by which reviews of grievances are conducted which takes into account any special limitations clients of the program may have and adapts the system to allow clients to participate in the process to the fullest extent possible; DHS 94.40(5)(d)(d) A process for responding to decisions on grievance reviews at any level that provides for rapid and accurate compliance with final determinations as well as orders for interim relief under s. DHS 94.50; DHS 94.40(5)(e)(e) A provision that, at any time, if all parties agree, the formal resolution process and any applicable time limits may be suspended to allow the parties to attempt an informal resolution of the matter under sub. (4), facilitated by the individual conducting the review at that level of the process. If time limits are suspended, they shall begin running again upon request of any party that the formal process be resumed. DHS 94.40(6)(6) Protections for clients and advocates. A program shall have policies and procedures in place which provide that no sanctions will be threatened or imposed against any client who files a grievance, or any person, including an employee of the department, a county department or a service provider, who assists a client in filing a grievance. DHS 94.40 NoteNote: See s.51.61(5) (d) and (7m), Stats., for the civil and criminal penalties that are available to deal with anyone who threatens action or takes action against a client who files a grievance or against a person who assists a client in filing a grievance.
DHS 94.40(7)(7) Client instruction. As part of the notification of rights required under s. DHS 94.04, each program shall establish specific methods of instruction to help clients and their parents or guardians, if consent by a parent or guardian is required for treatment, understand and use the grievance system. DHS 94.40 HistoryHistory: Cr. Register, June, 1996, No. 486, eff. 7-1-96; correction in (2) (d) made under s. 13.93 (2m) (b) 7., Stats., Register, April, 2000, No. 532; correction in (2) (d) made under s. 13.92 (4) (b) 7., Stats., Register November 2008 No. 635. DHS 94.41(1)(a)(a) A program shall establish a flexible and open process through which clients and those acting on behalf of clients can present grievances. DHS 94.41 NoteNote: See DHS 94.49 for grievances presented on behalf of clients, including clients under guardianship.
DHS 94.41(1)(b)(b) A grievance may be presented to the program manager or any staff person in writing, orally or by any alternative method through which the client or other person ordinarily communicates. DHS 94.41(1)(c)(c) Whenever possible, a program shall attempt to resolve a grievance at the time it is presented by listening to the nature of the complaint and by making adjustments in operations or conditions that respond to the individual needs of the client. DHS 94.41(1)(d)(d) If a grievance cannot be immediately resolved, the person presenting the issue shall be given the option of using the program’s formal or informal resolution process. DHS 94.41(1)(e)(e) If the informal resolution process under s. DHS 94.40 (4) is chosen, any time limits in sub. (5) shall be suspended while the parties work out their differences. DHS 94.41(1)(f)(f) If the formal resolution process under s. DHS 94.40 (5) is chosen, the program shall refer the grievance to a client rights specialist who shall conduct an inquiry and file a report as provided in subs. (2) and (3). DHS 94.41(2)(a)(a) Upon receiving a referral, the client rights specialist shall meet with the grievant and the client, if different, and any staff member who may be named in the complaint, identify the matters at issue and explain the process for seeking formal resolution of grievances. DHS 94.41(2)(b)(b) If the grievance was presented orally or through an alternative form of communication, the client rights specialist shall assist the grievant in putting the grievance into writing for use in the ongoing process. A copy of the written grievance shall be given to the grievant and the client, and included in the report. DHS 94.41(2)(c)1.1. If there are facts in dispute, the client rights specialist shall conduct an inquiry into the incidents or conditions which are the focus of the grievance. DHS 94.41(2)(c)2.2. The program manager shall provide the client rights specialist with full access to all information needed to investigate the grievance, all relevant areas of the program facility named in the grievance and all records pertaining to the matters raised in the grievance. DHS 94.41(2)(c)3.3. The inquiry of the client rights specialist may include questioning staff, the client or clients on whose behalf the grievance was presented, other clients, reviewing applicable records and charts, examining equipment and materials and any other activity necessary in order to form an accurate factual basis for the resolution of the grievance. DHS 94.41(2)(d)(d) When an inquiry requires access to confidential information protected under s. 51.30, Stats., and the client rights specialist conducting the inquiry does not otherwise have access to the information under an exception found in s. 51.30 (4) (b), Stats., the client, or the guardian or parent of the client, if the guardian or parent’s consent is required, may be asked to consent in writing to the release of that information to the client rights specialist and other persons involved in the grievance resolution process. The client rights specialist may proceed with the inquiry only if written consent is obtained. If consent for access is not granted, the program shall attempt to resolve the matter through the informal resolution process. The program may include in forms used for presenting written grievances a corresponding provision relating to consent for release of confidential information. DHS 94.41(2)(e)(e) The client rights specialist shall maintain the confidentiality of any information about any program client gained during the inquiry, unless specific releases for that information are granted. DHS 94.41(2)(f)(f) With the consent of the grievant, the client rights specialist may suspend the formal resolution process and attempt an informal resolution of the grievance as provided in s. DHS 94.40 (4). DHS 94.41(3)(a)1.1. “Founded” means that there has been a violation of a specific right guaranteed to the client under ch. DHS 92 or this chapter or ch. 51, Stats. DHS 94.41(3)(a)2.2. “Unfounded” means that the grievance is without merit or not a matter within the jurisdiction of ch. DHS 92 or this chapter or s. 51.61, Stats. DHS 94.41(3)(b)(b) When the inquiry under sub. (2) (c) is complete, the client rights specialist shall prepare a written report with a description of the relevant facts agreed upon by the parties or gathered during the inquiry, the application of the appropriate laws and rules to those facts, a determination as to whether the grievance was founded or unfounded, and the basis for the determination. DHS 94.41(3)(c)(c) If the grievance is determined to be founded, the report shall describe the specific actions or adjustments recommended by the client rights specialist for resolving the issues presented. Where appropriate, the recommendation may include a timeline for carrying out the proposed acts and adjustments. DHS 94.41(3)(d)(d) If the grievance is determined to be unfounded, but through the process of the inquiry the client rights specialist has identified issues which appear to affect the quality of services in the program or to result in significant interpersonal conflicts, the report may include informal suggestions for improving the situation. DHS 94.41(3)(e)(e) Copies of the report shall be given to the program manager, the client and the grievant, if other than the client, the parent or guardian of a client if that person’s consent is required for treatment, and all relevant staff. DHS 94.41(3)(f)(f) The client rights specialist shall purge the names or other client identifying information of any client involved in the grievance, other than the client directly involved, when providing copies of the report to persons other than the staff directly involved, the program manager or other staff who have a need to know the information. DHS 94.41(4)(a)(a) If the program manager, the client, the grievant, if other than the client, and the guardian or parent, if that person’s consent is required for treatment, agree with the report of the client rights specialist, and if the report contains recommendations for resolution, those recommendations shall be put into effect within an agreed upon timeframe. DHS 94.41(4)(b)(b) If there is disagreement over the report, the client rights specialist may confer with the client, the grievant, if other than the client, the parent or guardian of the client, if that person’s consent is required for treatment, and the program manager or his or her designee to establish a mutually acceptable plan for resolving the grievance. DHS 94.41(4)(c)(c) If the disagreement cannot be resolved through the discussions under par. (b), the program manager or designee shall prepare a written decision describing the matters which remain in dispute and stating the findings and determinations or recommendations which form the official position of the program. DHS 94.41(4)(d)(d) The decision may affirm, modify or reverse the findings and recommendations proposed by the client rights specialist. However, the program manager shall state the basis for any modifications which are made. DHS 94.41(4)(e)(e) The program manager’s decision shall be given personally or sent by first class mail to the client and the grievant, if other than the client, the parent or guardian of a client, if that person’s consent is required for treatment, and all staff who received a copy of the report of the client rights specialist. The decision shall include a notice which explains how, where and by whom a request for administrative review of the decision under s. DHS 94.42 (2) may be filed and states the time limit for filing a request for administrative review. DHS 94.41(5)(a)1.1. A client or a person acting on the client’s behalf shall present a grievance to the client rights specialist, a staff person or the program manager within 45 days of the occurrence of the event or circumstance in the grievance or of the time when the event or circumstance was actually discovered or should reasonably have been discovered, or of the client’s gaining or regaining the ability to report the matter, whichever comes last. DHS 94.41(5)(a)2.2. The program manager may grant an extension of the 45 day time limit for filing a grievance for good cause. In this subdivision, “good cause” may include but is not limited to circumstances in which there is a reasonable likelihood that despite the delay: DHS 94.41(5)(a)2.a.a. Investigating the grievance will result in an improvement in care for or prevention of harm to the client in question or other clients in the program; or DHS 94.41(5)(a)2.b.b. Failing to investigate the grievance would result in a substantial injustice. DHS 94.41(5)(b)(b) Processing grievances in non-emergency situations. In situations in which there is not an emergency, the following time limits apply: DHS 94.41(5)(b)1.1. A staff person receiving a request for formal resolution of a grievance shall present the request to the program manager or his or her designee as soon as possible but not later than the end of the staff person’s shift; DHS 94.41(5)(b)2.2. The program manager or his or her designee shall assign a client rights specialist to the grievance within 3 business days after the request for formal process has been made; DHS 94.41(5)(b)3.3. The client rights specialist shall complete his or her inquiries and submit the report under sub. (4) within 30 days from the date the grievance was presented to a program staff person; and DHS 94.41(5)(b)4.4. A written decision under sub. (4) (e) shall be issued within 10 days of the receipt of the report, unless the client, the grievant, if other than the client, and the parent or guardian of the client, if that person’s consent is necessary for treatment, agree to extend this period of time while further attempts are made to resolve the matters still in dispute. DHS 94.41(5)(c)1.a.a. A staff person receiving the request shall immediately present the matter to the program manager or his or her designee; DHS 94.41(5)(c)1.b.b. The program manager or designee shall assign a client rights specialist as soon as possible but no later than 24 hours after the request is received; DHS 94.41(5)(c)1.c.c. The client rights specialist shall complete the inquiry and submit the report identified in sub. (4) within 5 days from the date the grievance was presented; and DHS 94.41(5)(c)1.d.d. A written decision under sub. (4) (e) shall be issued within 5 days of the receipt of the report, unless the client, the grievant, if other than the client, and the guardian or parent of the client, if that person’s consent is necessary for treatment, agree to extend this period of time while further attempts are made to resolve the matters still in dispute. DHS 94.41(5)(c)2.2. If after a preliminary investigation it appears that there is no emergency, the client rights specialist may treat the situation as a non-emergency for the remainder of the process. DHS 94.41(6)(6) Protection of clients. If the client rights specialist determines that a client or a group of clients is at risk of harm, and the program has not yet acted to eliminate this risk, he or she shall immediately inform the program manager, the county department operating or contracting for the operation of the program, if any, and the office of the department with designated responsibility for investigating client grievances under s. DHS 94.42 (1) (b) 2. of the situation. If the situation continues to place the client or the group of clients at risk, the office designated under s. DHS 94.42 (1) (b) 2. shall take immediate action to protect the client or clients, pending further investigation. DHS 94.41 HistoryHistory: Cr. Register, June, 1996, No. 486, eff. 7-1-96; corrections in (3) (a) 1. and 2. made under s. 13.93 (2m) (b) 7., Stats., Register, April, 2000, No. 532; corrections in (3) (a) 1. and 2. made under s. 13.92 (4) (b) 7., Stats., Register November 2008 No. 635. DHS 94.42DHS 94.42 Administrative review by county or state. DHS 94.42(1)(a)1.1. For a program operated by a county department or under contract with a county department, a requested administrative review of the program manager’s decision under s. DHS 94.41 (4) (e) shall be conducted by the director of the county department. DHS 94.42(1)(a)2.2. The director of a county department may conduct administrative reviews or may designate a specific person or persons from the county department’s staff to conduct administrative reviews at the county level. If a staff person is designated to carry out a review, he or she shall prepare a final report for the approval of the director. DHS 94.42(1)(b)1.1. For a program operating independently of a county department, including a program operated by a state agency, a requested administrative review shall be carried out by the office of the department with responsibility for investigating client grievances as provided in subd. 2. DHS 94.42(1)(b)2.2. The secretary shall designate a unit or office of the department to be responsible for conducting state level administrative reviews. The supervisor of the unit or office shall assign a specific staff person to act as grievance examiner for a review brought directly to the state from a program under subd. 1. or for a review brought to the state following a county level review under s. DHS 94.43. This office shall also be responsible for investigating complaints under s. DHS 94.51 relating to the existence or adequacy of grievance resolution systems. DHS 94.42(2)(a)(a) A request for administrative review of a program manager’s decision shall state the basis for the grievant’s objection and may include a proposed alternative resolution. DHS 94.42(2)(b)1.1. A request for administrative review may be made in writing, orally or through a person’s alternative means of communication to the program manager by the grievant, the client, if other than the grievant, or the client’s parent or guardian, if that person’s consent is necessary for treatment. DHS 94.42(2)(b)2.2. If the request is made orally or through an alternative mode of communication, the program manager shall prepare a written summary of the request. DHS 94.42(2)(c)(c) When an administrative review is requested, the program manager shall transmit a copy of the original grievance, the report of the client rights specialist, the written decision and the request for review to the director of the county department or the state grievance examiner, as appropriate. DHS 94.42(3)(3) Switch to informal resolution process. At any time, if all parties agree, the formal resolution process and any applicable time limits may be suspended to allow the parties to attempt an informal resolution of the matter under s. DHS 94.40 (4), facilitated by the individual conducting the review at that level of the process. If time limits are suspended, they shall begin running again upon request of any party that the formal resolution process be resumed. DHS 94.42(4)(4) Gathering of information and preparation of report. DHS 94.42(4)(a)(a) Consideration of report and decision. The individual conducting the administrative review shall consider the report of the client rights specialist and the decision of the program manager, but shall independently render an opinion by applying the appropriate provisions of ch. 51, Stats., ch. DHS 92 and this chapter to the facts and circumstances of the grievance. DHS 94.42(4)(b)1.1. If the state grievance examiner or county director, or his or her designee, determines that additional information is necessary to complete the review, or if the client or person acting on behalf of the client has made a reasonable allegation that the findings of fact by the client rights specialist or the program manager are inaccurate, further inquiry into the circumstances underlying the grievance may be made, including but not limited to personal interviews, telephone calls and inspection of equipment, facilities, records, documents and other physical or written materials which may be relevant. DHS 94.42(4)(b)2.2. Individuals gathering information in support of an administrative review shall have access to all relevant areas of the facility or other program named in the grievance during ordinary business hours or any other times specifically referenced in the original grievance, and shall have access to all records pertaining to the grievance.
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