309-018-0210 Grievances and Appeals (1) Any individual receiving services or the parent or guardian of the individual receiving services may file a grievance with the provider, the individual’s managed care plan, or the Division. (2) The provider’s grievance process shall: (a) Notify each individual or guardian of the grievance procedures by reviewing a written copy of the policy upon entry; (b) Assist individuals and parents or guardians, as applicable, to understand and complete the grievance process and notify them of the results and basis for the decision; (c) Encourage and facilitate resolution of the grievance at the lowest possible level; (d) Complete an investigation of any grievance within 30 calendar days; (e) Implement a procedure for accepting, processing, and responding to grievances including specific timelines for each; (f) Designate a program staff person to receive and process the grievance; (g) Document any action taken on a substantiated grievance within a timely manner; and (h) Document receipt, investigation, and action taken in response to the grievance. (3) The provider shall post a Grievance Process Notice in a common area stating the telephone numbers of: (a) The Division; (b) Disability Rights Oregon; (c) The applicable coordinated care organization; and (d) The Governor’s Advocacy Office. (4) In circumstances where the matter of the grievance is likely to cause harm to the individual before the grievance procedures outlined in these rules are completed, the individual or guardian of the individual may request an expedited review. The program administrator shall review and respond in writing to the grievance within 48 hours of receipt of the grievance. The written response shall include information about the appeal process. (5) A grievant, witness, or staff member of a provider may not be subject to retaliation by a provider for making a report or being interviewed about a grievance or being a witness. Retaliation may include but is not limited to dismissal or harassment; reduction in services, wages or benefits; or basing service or a performance review on the action. (6) The grievant is immune from any civil or criminal liability with respect to the making or content of a grievance made in good faith. (7) Individuals and their legal guardians, as applicable, shall have the right to appeal entry, transfer, and grievance decisions as follows: (a) If the individual or guardian is not satisfied with the decision, the individual or guardian may file an appeal in writing within ten working days of the date of the program administrator's response to the grievance or notification of denial for services as applicable. The appeal shall be submitted to the Division as applicable; (b) If requested, program staff shall be available to assist the individual; (c) The Division shall provide a written response within ten working days of the receipt of the appeal; and (d) If the individual or guardian is not satisfied with the appeal decision, he or she may file a second appeal in writing to the Division Director within ten working days of the date of the written response. Statutory/Other Authority: ORS 413.042, 428.205 - 428.270, 430.640 & 443.450 Statutes/Other Implemented: ORS 430.010, 430.205 - 430.210, 430.254 - 430.640, 430.850 - 430.955, 443.400 - 443.460, 443.991, 461.549 & 743A.168 History: MHS 4-2018, amend filed 02/27/2018, effective 03/01/2018 MHS 10-2017(Temp), f. 9-15-17, cert. ef. 9-15-17 thru 3-13-18 MHS 17-2016, f. 11-28-16, cert. ef. 11-30-16 MHS 10-2016(Temp), f. 6-29-16, cert. ef. 7-1-16 thru 12-27-16 MHS 3-2014, f. & cert. ef. 2-3-14 MHS 10-2013(Temp), f. 8-8-13, cert. ef. 8-9-13 thru 2-5-14