Laserfiche WebLink
1 <br />2 <br />3 <br />4 <br />5 <br />6 <br />7 <br />8 <br />9 <br />10 <br />11 <br />12 <br />13 <br />14 <br />15 <br />16 <br />17 <br />18 <br />19 <br />20 <br />21 <br />22 <br />23 <br />24 <br />25 <br />26 <br />27 <br />28 <br />11.2 CONTRACTOR shall develop, operate, and maintain procedures for receiving, <br />investigating and responding to complaints. <br />11.3 CONTRACTOR staff shall maintain a log for identification and response to <br />complaints. When complaints cannot be resolved informally, a system of follow-through shall be <br />instituted. Responses to complaints should occur within two (2) business days, unless otherwise <br />authorized by ADMINISTRATOR. <br />11.4 When CONTRACTOR believes any complaint may have legal implications for <br />CONTRACTOR or COUNTY, CONTRACTOR shall forward such complaint immediately to <br />ADMINISTRATOR prior to responding to the complaint. <br />11.5 CONTRACTOR shall notify ADMINISTRATOR immediately of all Civil Rights <br />complaints. <br />11.6 CONTRACTOR shall provide to ADMINISTRATOR, in a form approved by <br />ADMINISTRATOR, information pertaining to complaints, as well as CONTRACTOR's response <br />to any complaints as described above within ten (10) business days of the complaint, except as <br />provided for in Subparagraph 11.4 above. <br />11.7 CONTRACTOR shall provide a summary of all complaints as prescribed and on a <br />format approved by ADMINISTRATOR. <br />11.8 Formal Grievance Process and State Hearing <br />11.8.1 CONTRACTOR shall inform each Participant of his or her State Hearing <br />and Civil Rights, and of his or her right to request a review by a COUNTY worker of a grievance <br />should the Participant disagree with an action made by CONTRACTOR. <br />11.8.2 Grievance Rights and Civil Rights notices, in multiple languages, shall be <br />posted in CW/WTW office(s) where all PARTICIPANTS can easily see them, in accordance with <br />Subparagraph 9.3.29.4 of this Agreement. <br />11.8.3 CONTRACTOR shall attend COUNTY Formal Grievance Hearings and <br />State Hearings when requested by Administrator, and comply with the decisions of the Hearing <br />Officers. All actions involving the Formal Grievance Process and State Hearings shall be properly <br />documented by CONTRACTOR. <br />WGM0319 Page 11 of 19 3-31-2020 <br />25B-53 <br />