Consumer Rights Policy

Purpose

The purpose of this policy is to protect the rights of persons receiving services from 2-1-1 by establishing specific rights of consumers and procedures for impartial resolution of consumer grievances. Grievance Report is available upon request, see Appendix A.

Policy

Consumers have certain rights that should not be taken away from them unless for reasons listed below under Reasons for Restricted Access.

Consumer Rights

Consumers are entitled to the following rights:

• Exercise all rights without reprisal in any form including continued uncompromised access to service.
• Not to be discriminated against in the provision of service on the basis of religion, race, color, creed, gender, national origin, age, sexual orientation, physical, mental, political beliefs or developmental disability, or inability to pay.
• Know the cost of services.
• Be fully informed of all rights.
• Be verbally advised of (at a minimum) their immediate pertinent rights during a crisis or emergency.
• Be treated with consideration and respect of personal dignity, autonomy, and privacy.
• Consent to or refuse any service upon full explanation of the expected consequences.
• Be advised of and refuse observation by techniques such as one-way vision mirrors, tape recorders, televisions, movies, or photographs.
• Consult with independent treatment specialist or legal counsel at one’s own expense.
• Confidentiality regarding all forms of communications.
• Have access to one’s own records unless access is restricted.
• Receive an explanation for the reason of denial of services.
• File an appeal or grievance when services are denied.
• Receive oral and written instructions for filing a grievance.

All recipients of agency services may have a copy of the 2-1-1 Consumer Rights Policy upon request. A copy of the Consumer Rights Policy is posted on the walls of the rooms where consumers are met.

Reasons for Restricted Access

• Information provided by a third party, other than consumer or employee.
• Consumer presents imminent risk of harm to self or others if information is provided.
• The Executive Director cannot be present to explain or discuss.

Guidelines for Restricting Access

• Reasons to restrict must be written in the file at or prior to request.
• When a file is requested, a written response must be given to the consumer.
• Information from third parties and data pertaining to self-harm or harm to others is restricted. The remainder must be made available.
• Restriction must be reviewed and renewed annually to remain in effect.

Procedure for Filing Consumer Grievance

1. Upon a verbal complaint, the consumer will submit a written complaint including date, time, location, names involved, and a narrative within twenty (20) working days.
2. Assistance will be provided if needed. The Executive Director will report to the Fairfield County ADAMH Board within 24 hours.
3. The Consumer Rights Officer will investigate and render a decision within twenty (20) working days.
4. Written notification will be provided at each stage.
5. Consumers may also contact outside entities:

ADAMH Board
108 W. Main Street, Suite A
Lancaster, Ohio 43130
(740) 654-0829

Ohio Department of Mental Health
30 E. Broad Street, Suite 1180
Columbus, Ohio 43227-0414
(614) 466-2596

Ohio Disability Rights
200 S. Civic Center Dr. #300
Columbus, Ohio 43215
(800) 282-9841

U.S. Dept. of Health and Human Services – Office for Civil Rights
300 S. Wacker Avenue
Chicago, IL 60606

6. Upon written request, relevant organizations will be notified.
7. Copies of the grievance procedure are available upon request.
8. The Consumer Rights Officer receives all grievances.

Consumer Rights Officer

Miranda Grey
Consumer Advocate
108 W. Main St., Suite A
Lancaster, Ohio 43130
Phone: (740) 475-0402
Hours: M-F 9:00-5:00

Alternate Consumer Rights Officer

Jeannette Curtis
Executive Director 2-1-1
108 W. Main St., Suite C
Lancaster, Ohio 43130
Phone: (740) 687-0501
Hours: M-F 8:00-4:30

Additional Information

• Investigation results are maintained in employee files.
• Employees and volunteers must understand and explain this policy.
• The grievance procedure must be posted in accessible locations.
• The Consumer Rights Officer ensures compliance.
• Records are available for review by ADAMH and MHAS.
• Quarterly grievance reports are submitted to ADAMH Board.