Public Health Solutions/CAMS Grievance Policy

Public Health Solutions/Contracting and Management Services

Grievance Policy

Contracting and Management Services (CAMS), a division of Public Health Solutions (PHS),is committed to quality services provided in a professional manner. PHS has established grievance procedures for PHS-funded contractors,consumers of these services and community members who experience barriers or have negative experiences with PHS or a PHS-funded agency. This policy is also intended to address allegations of improper or unethical activity which may not directly affect the grievant or whistleblower but may be of concern to PHS, organizations funded by PHS and/or the community served by these organizations. PHS prohibits engaging in or tolerating any retaliation against consumers, community members, staff or any whistleblower for complaints made in good faith.

Prior to initiating a formal grievance, any person experiencingproblems should first try to resolve them internally or bring the problem to the attention of the appropriate agency program staff or supervisor. After exhausting these options, the grievant may file a formal grievance with PHS. If the grievant feels that an attempt to resolve a grievance internally could jeopardize their standing with the agency, as a consumer or staff member, that individual may file a grievance directly with PHS.

PHS is committed to resolving all consumer, community and contractor grievances within our jurisdiction in a timely, efficient and fairway. The grievance will be investigated and the resolution communicated to the grievant in a time-sensitive manner. If the grievant is not satisfied with the resolution, the grievant can appeal the resolution to the New York City Department of Health and Mental Hygiene (NYCDOHMH). If the grievance has the potential to impact services or programs supported by other funders, PHS reserves the right to share the grievance with appropriate parties and will protect the identity of the grievant upon request. Any grievance that goes beyond the scope of our investigative capabilities but is related to the contractual obligations of an agency or any federal or state regulationmay be referred to the proper authorities.

Consumer/Community Member Policy

The consumer/community member policy is intended to address grievances that a consumer or community member may have with anPHS-funded agency (see examples below). All organizations funded byPHS are required to have an internal grievance procedure. This procedure must be publicized and made available to all consumers of services provided by PHS-funded agencies. Any person experiencing problems should exhaust internal grievance procedures at the agency prior to contacting PHS.

If a consumer or community member is unable to resolve their grievance internally with the agency, a responsible PHSofficial will investigate the grievance. Grievances should be submitted, in writing if possible, to the PHS Grievance Officer. If the grievant does not want to be identified, the Grievance Officer will honor this request.

Contractor Policy

The contractor grievance policy is meant to address two different types of grievances. These include grievances related tocontractorsfailing to fulfill the terms of their contract and grievances thata contractor may have withthe actions of PHS.Any person experiencing problems should first try to resolve them internally or by bringing them to the attention of the appropriate PHS staff or supervisor.

If a contractor or staff member is unable to resolve their grievance on their own, a responsible PHS official will investigate the grievance. All contractor grievances must be submitted in writing to the PHS Grievance Officer. If the grievant requests confidentiality, the Grievance Officer will honor this request.

Examples

Below are examples of the types of grievances that are and are not within the jurisdiction of PHS. Please be aware that this is not an exhaustive list of issues; it is guidance to help inform and clarify this policy.

Examples of issues/grievances that are within the jurisdiction of PHS:

  • Fraud (mismanagement of funds, falsifying records and/or reports)
  • Denial of services based on discrimination
  • Service quality concerns
  • Breach of confidentiality
  • Failure to adhere to external regulations
  • Disciplinary action including termination of grievant in retaliation for whistle blowing

Note: Because the above listed issues are conditions of an agency’s contract with PHS, such grievances will be accepted for review but may then be referred to the appropriate governing agency.

Examples of issues/grievances that are not within the jurisdiction of PHS:

  • Personality conflicts
  • Level/type of compensation and employee benefits
  • Employment termination policies
  • Management style

The timeline for responding to a grievance is the following:

  • A written communication outlining receipt of grievance will be sent to the grievant within 3 days of receiving the grievance.
  • The grievant will be notified of the status of the grievance within 20 business days of receipt of the grievance.
  • If the grievance cannot be resolved within this time frame, the grievant will receive a letter describing progress toward resolution, the reason for the delay, and, if possible, the projected time frame for resolution.

In order to file a grievance, call, write or email the Grievance Officer at:

Grievance Officer

Contracting and Management Services

Public Health Solutions

40 Worth Street, 5th floor

New York, NY10013

Phone: 646-619-6625

or send an email to:

9/16

Public Health Solutions

Contracting and Management Services

GRIEVANCE FORM

In order to complete this form, just type your answers in the gray boxes and click checkboxes or fill in by hand.

Contact Information

Name:

Address:

City: State: Zip:

Telephone:

Fax:

Email Address:

We will need to speak with you about your grievance. What is the best way to contact you?

If you can speak by phone, what is the best time of day to call you? (between the hours of9:00 AM to 5:00 PM Monday-Friday)

We will make every effort to protect youridentity if indicated. Do you want us to protect your identity? Yes No

Grievance Information

You are (check all that apply):

Consumer

Community Member

Current Employee

Previous Employee

This grievance is against:

Public Health Solutions

Name of Program:

Agency Funded by Public Health Solutions

Name of Agency:

Name of Program:

Individual Staff Member at Agency

Name of Agency:

Name of Program:

Name of Individual:

Role / Job Title at Agency:

Your relationship to this person:

Summary of Grievance:

When did this happen?(if you have more than one grievance, please list the date that each happened):

What do you want PHS to do?(if this grievance is about fraud, you do not need to complete this section):

Did you submit ortryto submita grievanceat your agency?

Yes NoDate:

If yes, did the agency give you a response?Yes No Date:

What was the response?

What other steps have you taken to resolve this grievance?

If you haven’t taken any steps to resolve this grievance, why not?

Grievant Signature: Date:

This form should be mailed or faxed to:

Grievance Officer

Contracting and Management Services

Public Health Solutions

40 Worth Street, 5th floor

New York, NY10013

Phone: 646-619-6625

or email the completed form to: