Consumer Grievance Procedure
Because Liberty Resources is a consumer-controlled organization, consumers are encouraged to express complaints or concerns at any time.
1. Concerns should be reported verbally or in writing as soon as possible. The consumer can begin by making the report to the Liberty Resources staff person with whom the consumer is working. The consumer may come to Liberty Resources or request a home visit. The staff member will respond by reminding the consumer about the Client Assistance Program (CAP) and reporting the consumer's concerns to the Program Director who oversees the service involved in the complaint.
2. If the consumer chooses to do so, he/she may present the complaints to the Program Director directly, either in writing or by telephone. The Program Director will respond to the consumer verbally within three (3) working days and/or in writing within five (5) working days.
3. If the consumer is dissatisfied with the response of the Program Director, he/she may then present the issues to the Deputy Executive Director in writing or by telephone. The Chief Operating Officer will respond verbally within three (3) working days and/or in writing within five (5) working days.
4. If the consumer does not receive a satisfactory response from the above process, he/she may register a formal grievance, preferably in writing, to the Chief Executive Officer of Liberty Resources. The CEO will investigate and respond to the consumer in writing within fifteen (15) working days.
Liberty Resources encourages consumers to resolve their grievances by following this procedure in order. However, if the complaint concerns the Attendant Care or Community Services Program for Persons with Physical Disabilities, following the procedure outlined above does not replace a consumer's right to access the Department of Public Welfare (DPW) Appeal and Fair Hearing Process if it is applicable. The DPW appeal process is applicable in general to complaints involving the denial or reduction of services or to matters involving the fees charged for services. The specific circumstances are described below.
Liberty Resources’ grievance process can be filed simultaneously with a formal Department of Public Welfare appeal, but it is not required. Liberty Resources’ grievance procedure may be useful to resolve the problem without going through a full formal appeal. It does not, however, change the time frames for a full formal appeal, so if you choose to do so, you should pursue the formal appeal at the same time.
Right to a Formal Appeal and a Fair Hearing
A consumer’s right to an appeal and a fair hearing are set forth under 55 PA Code, Chapter 275. Appropriate grounds for an appeal exist when a consumer participates in the Attendant Care Program or the Community Services Program for Persons with Physical Disabilities and he/she requests an appeal because one of the following occurs:
- The denial of service;
- The reduction, termination or suspension of service;
- The computation of a fee amount; or
- The failure of the contractor to act upon a request for service within appropriate time limits.