SECTION 75:30-15-3. 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; and, if involved with the client, to family members or significant others;

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

(A)   Transitional living, and shelter services timeframes for resolution of grievances by program staff or volunteers shall be seven (7) days unless appealed;

(B)   Non-transitional living and non-shelter services' timeframes for resolution of grievances by program staff or volunteers shall be fourteen (14) days unless appealed;

(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 or she 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, including the phone number, mailing address, and email address of the VSU of the OAG;

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

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

(b)   Compliance with 75:30-15-3 shall be determined by a review of program policies and procedures, client records, on-site observation, written agreements, and/or other program documentation.

[Source: Added at 28 Ok Reg 1931, eff 7-11-11; Amended at 31 Ok Reg 820, eff 9-12-14; Amended at 33 Ok Reg 1226, eff 9-11-16]