HANDLING COMPLAINTS. 11.1 CONTRACTOR shall develop, operate, and maintain procedures for receiving, investigating, and responding to PARTICIPANT(s)’ complaints, including Civil Rights complaints, requests for COUNTY reviews, negative comments and other complaints relating to services provided under this AGREEMENT. 11.2 CONTRACTOR’s staff shall maintain a log for identification and response to PARTICIPANT(s)' complaints. When complaints cannot be resolved informally, a system of follow-through shall be instituted, which adheres to formal plans for specific actions and strict time deadlines. Responses to complaints shall occur within two (2) business days, unless otherwise authorized by COUNTY. 11.3 When CONTRACTOR believes any complaint may have legal implications for CONTRACTOR or COUNTY, CONTRACTOR shall forward such complaint immediately to COUNTY prior to responding to the complaint. 11.4 CONTRACTOR shall provide to COUNTY, in a form approved by COUNTY, information pertaining to complaints, as well as CONTRACTOR's response to any complaints as described above within ten (10) business days of the complaint. 11.5 CONTRACTOR shall provide a summary of all complaints, including Civil Rights Complaints, and/or negative comments, on a monthly basis, as prescribed and on a format approved by COUNTY. Complaints include, but are not limited to, complaints from PARTICIPANT(s), other COUNTY contracted service providers, community organizations, and the public.
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Sources: Case Management Services Agreement
HANDLING COMPLAINTS. 11.1 CONTRACTOR shall develop, operate, and maintain procedures for receiving, investigating, and responding to PARTICIPANT(s)’ complaints, including Civil Rights complaints, requests for COUNTY reviews, negative comments and other complaints relating to services provided under this AGREEMENTContract.
11.2 CONTRACTOR’s staff shall maintain a log for identification and response to PARTICIPANT(s)' complaints. When complaints cannot be resolved informally, a system of follow-through shall be instituted, which adheres to formal plans for specific actions and strict time deadlines. Responses to complaints shall occur within two (2) business days, unless otherwise authorized by COUNTY.
11.3 When CONTRACTOR believes any complaint may have legal implications for CONTRACTOR or COUNTY, CONTRACTOR shall forward such complaint immediately to COUNTY prior to responding to the complaint.
11.4 CONTRACTOR shall provide to COUNTY, in a form approved by COUNTY, information pertaining to complaints, as well as CONTRACTOR's response to any complaints as described above within ten (10) business days of the complaint.
11.5 CONTRACTOR shall provide a summary of all complaints, including Civil Rights Complaints, and/or negative comments, on a monthly basis, as prescribed and on a format approved by COUNTY. Complaints include, but are not limited to, complaints from PARTICIPANT(s), other COUNTY contracted service providers, community organizations, and the public.
Appears in 1 contract