SECTION 75:25-3-16. Client grievance policy and procedures

(a)   Each program shall have a written client grievance policy providing for, but not limited to, the following:

(1)   Written notice of the grievance and appeal procedure provided to the client;

(2)   Time frames for the grievance policy's procedures, which allow for an expedient resolution of client grievances;

(3)   Name(s) of the individual(s) who are responsible for coordinating the grievance policy and the individual responsible for or authority to make decision(s) for resolution of the grievance and the individual responsible for or authorized to make decisions for resolution of grievance. In the instance where the decision maker is the subject of a grievance, decision-making authority shall be delegated;

(4)   Provide for notice to the client that he has a right to make a complaint to the OAG Victims Services Unit;

(5)   Clients shall be given a copy of the grievance policy including the right to make a complaint to the OAG and the provision of such shall be documented in the client record;

(6)   Mechanism to monitor the grievance process and improve performance based on outcomes; and

(7)   Annual review of the grievance policy and procedures, with revisions as needed.

(b)   Compliance with 75-3-16 shall be determined by review of client files.

[Source: Added at 27 Ok Reg 1723, eff 7-1-10; Amended at 29 Ok Reg 1770, eff 8-11-12; Amended at 31 Ok Reg 816, eff 9-12-14]