I. PURPOSE
To establish the grievance process for participants.

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II. POLICY
Restore Recovery will provide clear guidelines for participants or their representatives to file grievances regarding any aspect of their care while receiving services. ​ The organization is committed to ensuring an effective and timely process for participants or their designated representatives to express concerns, complaints, or grievances without fear of retaliation, coercion, discrimination, or reprisal. ​ Restore Recovery will not retaliate against any participant or peer recovery support services recipient for filing a complaint. ​

III. PROCEDURE(S) ​
If a participant has a complaint about Restore Recovery or the individual providing peer recovery support services, they may bypass the outlined procedure and directly contact external organizations such as the Minnesota Alliance of Recovery Community Organizations or the Office of Ombudsman for Mental Health and Developmental Disabilities. ​ The following steps serve as guidelines for participants or their authorized representatives to file grievances regarding their care while enrolled in the program. ​ Staff members are required to assist participants in developing and processing grievances. ​ This grievance process is also available to former participants:
A. How to File a Grievance ​
   1    The individual receiving services or their authorized/legal representative:
a. Should discuss their complaint or concern with a staff member they feel comfortable with. ​
b. Must clearly state that they are filing a formal grievance rather than an informal complaint or concern. ​
c. May request staff assistance in filing the grievance. ​
   2    If the individual or their authorized/legal representative feels their grievance remains unresolved, they may escalate the complaint to the highest authority within the program. ​
• That person is Mindy Lackore-Mueller, Executive Director. ​
• Contact information:651-600-2471 or Mindy@restorerecovery.info
B. Response by the Program ​
   1    Upon request, staff will assist the service recipient and their authorized representative with the complaint process, including:
a. Providing contact information for external agencies that can assist. ​
b. Addressing the complaint to resolve the concerns of the service recipient or authorized representative. ​
   2    Grievances affecting the health and safety of service recipients will be addressed within 3 days. ​
   3    All other complaints will be addressed within 14 calendar days of receipt. ​
   4    Complaints will be resolved within 30 calendar days of receipt. ​
   5    If resolution exceeds 30 calendar days, the program will document the reason for the delay and outline a plan for resolution. ​
   6    Upon receiving a complaint, the program will conduct a review to evaluate:
a. Whether policies and procedures were followed. ​
b. Whether policies and procedures are adequate. ​
c. Whether additional staff training is needed. ​
d. Whether the complaint is similar to past complaints involving the same individuals, staff, or services. ​
e. Whether corrective action is necessary to protect the health and safety of service recipients. ​
   7    Based on the review, Restore Recovery  will develop, document, and implement a corrective action plan to address current issues and prevent future lapses in performance. ​
   8    The program will provide a written summary of the complaint and resolution notice to the individual, including:
a. The nature of the complaint and the date it was received. ​
b. The results of the complaint review. ​
c. The resolution, including any corrective actions taken. ​
   9    The complaint summary and resolution notice will be maintained in the individual’s record. ​
External Contacts for Grievances ​
Participants may also contact the following organizations regarding grievances:
   •    Department of Human Services                  Licensing Division                            444 Lafayette Road, St. Paul, MN 55142             Phone:(651) 431-6500  

    •    Minnesota Alliance of Recovery Community Organizations (MARCO) 800 Transfer Rd. Ste. 31 Saint Paul, MN 55114 Phone: (612)-888-9001 Email: mailto:info@marcomn.org
        
   •     Office of Ombudsman for Mental Health   and Developmental Disabilities               121 7th Place East, Ste 420                St. Paul, MN 55101-2117                                     Phone:(651) 757-1800 

    •    Office of Quality Monitoring Joint Commission on Accreditation of Healthcare Organizations One Renaissance Boulevard Oakbrook Terrace, IL  60181 Phone: 1-800-994-6610 

    •    Minnesota Certification Board PO Box 586 Wyoming, MN 55092 Phone: 763-434-9787 Department of Health Facilities Complaints 651-201-4201