You have the right to make suggestions and express concerns, complaints or grievances without fear of reprisal, and to initiate a consumer grievance procedure if you feel any action, occurrence or attitude is unfair or inequitable in the delivery of services. Please refer to the following Consumer Grievance Procedure for specific information:
Step 1 As a consumer, you are expected to first discuss the complaint with the staff member. If the problem is not resolved to your satisfaction; then
Step 2 You may appeal in writing to the staff member’s immediate supervisor. The supervisor must arrange a meeting with you and the staff member within 10 working days after the grievance is received.
Step 3 If you are not satisfied with the decision of the staff member’s immediate supervisor, you may present the complaint to the Executive Director (in writing); and expect a response within 15 working days from the date it was presented to the Executive Director.
Step 4 If you are not satisfied with the decision of the Executive Director, the Executive Director will instruct the Board President to activate a three member Grievance Committee. This Committee is composed of members of the Board of Directors. The Grievance Committee will hear and review all evidence presented by you and the staff member, and after careful consideration, will make an action recommendation to the President of the Board of Directors within 30 working days of the meeting. The President of the Board of Directors will notify you in writing of the findings of the committee and any actions taken within 10 working days following the meeting.
Step 5 If the action taken by the Grievance Committee and the President of the Board of Directors is not satisfactory to you, a final appeal may be made in writing to the President of the Board of Directors for a hearing before the full Board of Directors or a designated subcommittee thereof. This request must be made in writing and submitted to the Executive Director no more than 10 working days from the date that you receive the above notification from the President of the Board of Directors. The President of the Board of Directors will convene a meeting of the Board of Directors within 15 working days of receipt of the notification, and the Board of Directors will hear and review all evidence presented by you and the staff member. You will be notified in writing of the findings of the Board of Directors within 10 working days following the meeting.
Step 6 If the action taken by the Board of Directors is still not satisfactory to you, you may contact ACCES-VR and/or the Client Assistance Program for conflict resolution assistance. If you need assistance with contacting these entities, the Executive Director or designee will assist you in making a referral. ACCES-VR and CAP may be contacted at:
ACCES-VR Centers Administration Unit
Mr. Robert Gumson, Manager
Independent Living Services
NYSED Building Annex, Room 580
89 Washington Avenue
Albany, New York 12234
Phone: (518) 474-2925 or
NYS Client Assistance Program (CAP)
Disability Rights New York
725 Broadway, Suite 450
Albany, New York 12207
email to: MAIL@DISABILITYRIGHTSNY.ORG
(518) 432-7861 (MAIN NUMBER)
(518) 512-3448 (TTY)
(800) 993-8982 (TOLL FREE)
(518) 427-6561 (FAX)