Amend to Interagency Agreement btweeen KCPHD and Dept of Commerce

Home Browse Search

Docusign Envelope ID: F24ED3D0-D4D6-499A-9588-1246949365D1 L*:teyVuug:u�5t.�te f}e�-:RBnt of v� Commerce Attachment C: Complaint Procedure Lead/subgrantees must have a complaint procedure for: ✓ all households seeking or receiving services, ✓ employees and volunteers, and ✓ public upon request The Complaint Procedure must include: ✓ Contact information for who is responsible for handling complaints ✓ A description of how to submit a complaint • The submission process must allow for submission of anonymous complaints. An anonymous complaint and/or a complaint submitted using an alias must be identified as such for records purposes. ✓ Timelines, including expected follow-up response times. ✓ A description of how complaints will be addressed at the lead/subgrantee level. The complaint procedure must: ✓ Be in written form using plain talk language, including how to request translation services or other accommodations and assistance needed to complete the complaint. ✓ Be posted at facilities and on websites. ✓ Be available to the public upon request. ✓ Be accessible to all households seeking or receiving services. • Be communicated and provided to households, including within all materials, such as client handbooks and signatory paperwork, and discussed/verbalized during intake. ✓ Be provided to all employees upon hiring. • Must prohibit any form of retaliation via fines, fees, or other strictly enforced contractual terms. ✓ Explain how to escalate the complaint for external review if the issue has been unsatisfactorily resolved with the lead/subgrantee, or if the person is fearing retaliation, including: • How to escalate the complaint to the lead grantee, if applicable • How to escalate the complaint to Commerce, including submitting anonymously, via the Commerce CHG Program Manager or Commerce's Quality Assurance Manager. The leadlsubgrantee's internal complaint procedure must be implemented first before escalating it to the external process of the lead grantee or Commerce, unless the person filing a complaint fears retaliation working with the internal complaint process. Lead/subgrantees are required to maintain a complaint log. The complaint log will indicate the complaint and actions taken to resolve the complaint. The complaint log may be reviewed during monitoring or upon request by Commerce. The complaint procedure does not replace landlord -tenant law or established processes such as Medicaid fair hearings processes. Note: Some federal funding sources also require that the U.S. Department of Housing and Urban Development (HUD) also be listed for complaint submission if all other avenues have been exhausted. Page 14 of 15