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<br />Page | 45 <br /> <br />The complaint procedure must: <br />✓ Be in written form using plain talk language, including how to request translation services or <br />other accommodations and assistance needed to complete the complaint. <br />✓ Be posted at facilities and on websites. <br />✓ Be available to the public upon request. <br />✓ Be accessible to all households seeking or receiving services. <br />• Be communicated and provided to households, including within all materials, such as client <br />handbooks and signatory paperwork, and discussed/verbalized during intake. <br />✓ Be provided to all employees upon hiring. <br />• Must prohibit any form of retaliation via fines, fees, or other strictly enforced contractual <br />terms. <br />✓ Explain how to escalate the complaint for external review if the issue has been unsatisfactorily <br />resolved with the lead/subgrantee, or if the person is fearing retaliation, including: <br />• How to escalate the complaint to the lead grantee, if applicable <br />• How to escalate the complaint to Commerce, including submitting anonymously, via the <br />Commerce CHG Program Manager or Commerce’s Quality Assurance Manager. <br />The lead/subgrantee’s internal complaint procedure must be implemented first before escalating it to <br />the external process of the lead grantee or Commerce, unless the person filing a complaint fears <br />retaliation working with the internal complaint process. <br />Lead/subgrantees are required to maintain a complaint log. The complaint log will indicate the <br />complaint and actions taken to resolve the complaint. The complaint log may be reviewed during <br />monitoring or upon request by Commerce. <br />The complaint procedure does not replace landlord-tenant law or established processes such as <br />Medicaid fair hearings processes. <br /> <br />Note: Some federal funding sources also require that the U.S. Department of Housing and Urban <br />Development (HUD) also be listed for complaint submission if all other avenues have been exhausted. <br />7.11 Program Exit and Denial of Service Policy (formally titled Termination and Denial) <br />Lead/subgrantees must have a program exit and denial of service policy. <br /> <br /> This policy must: <br />✓ Describe the reasons a household would be denied services and/or exited from program <br />participation <br />✓ Describe the notification process <br />✓ Ensure households are made aware of the grievance procedure <br />7.12 Personal Identifying Information <br />Personal identifying information must never be sent electronically unless sent via a secure file transfer. <br />Request secure file transfer login credentials from Commerce. <br />7.13 Fraud and Other Loss Reporting <br />Lead/subgrantees must inform Commerce in writing of all known or suspected fraud or other loss of <br />any funds or other property furnished under this grant. Reasonable attempts must be made to prevent <br />fraud and ineligible use of funds.