Social Service Complaints and Social Service Grievance Hearings
Switch to: Family Assistance Complaint and Fair Hearings
Complaints
Anyone who chooses to do so has a right to express their concerns or complaints about the manner in which they were treated including the services they are or are not permitted to receive. In addition, any one who chooses to do so may express their concerns or complaints about the manner in which Department staff carried out their assignments.
These complaints should be addressed through the chain of command. By this is meant that the person making the complaint should discuss their concern with the worker assigned to the case. If the caseworker does not or can not address the complaint then the person should discuss their concern with the worker's supervisor. If the supervisor can not or does not address the complaint then the person should discuss their complaint with the Community Services Manager. If the Community Services Manager can not or does not address the complaint then the person should discuss their concern with the Regional Director.
In addition to expressing a complaint certain persons have a right to request a formal hearing. These hearings are known as a grievance hearing.
Grievance Hearing
A grievance is a formal complaint made by persons about the manner in which they were treated or the services they were or were not permitted to receive.
Steps in the Grievance Process
The grievance process is started by contacting the staff in the office where the action was taken and requesting assistance with completing the necessary forms to request a hearing. The staff in the office should offer to discuss the issues that led to the request for a grievance. It may be possible to resolve your concerns without a hearing.
If the worker and supervisor are not able to resolve your concerns then you should complete the forms for a hearing and submit them to the Chairman of the State Board of Review. The Chairman will assign the grievance to a State Hearing Officer. This officer will schedule a hearing on the grievance.
