Transcript State of Tennessee Division of Mental Retardation Services

State of Tennessee
Division of
Intellectual Disabilities Services
Complaint Resolution System
Who should provide a Complaint
Resolution System ?
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Anyone who provides contracted DIDS
services……This includes:
Agencies.
Clinical providers.
Behavioral providers.
Technicians.
DIDS providers of day, residential, and
Independent Support Coordination Services.
All independent DIDS providers.
Internal Complaint Resolution
System (CRS)
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The Division of Intellectual Disabilities Services
(DIDS) adheres to the philosophy of assisting
service recipients to resolve issues and concerns
at the most direct level possible. Therefore, in
order to effectively and adequately address
complaints, the DIDS will partner with all
contracted providers to develop and maintain an
internal CRS. Complainants can also request
internal and external mediation services.
Formal CRS Process
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Providers shall develop and implement
complaint resolution procedures in
accordance with the DIDS Provider
Manual. (Section 18.3.)
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Providers shall develop and implement an
internal policy for receiving and
responding to complaints.
Formal CRS Process
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The policy and procedures shall include,
but not limited to:
Assurance that each contracted service provider
identifies and maintains a CRS contact person.
 Assurance that the service recipients, their
families and legal representatives receive
information concerning the Provider and DIDS
Complaint Resolution system.
 This information should identify both Provider
and DIDS contact person with contact
information.
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Formal CRS Process
Assurance that if the complainant and
Provider are unable to resolve the issue,
either party may contact the DIDS
Regional Office Complaint Resolution
Coordinator for assistance.
 Assurance that retaliation against anyone
reporting a complaint to the Provider or
DIDS is strictly Prohibited.
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CRS Ombudsman Duties
CRS Specialists act as DIDS Regional
Ombudsmen and may investigate these
complaints:
 Civil Rights
 Human Rights
 Provider-vs-Provider
 Complaints involving DIDS
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CRS Regional Specialists
East: Chaneth Quemore ext. 228
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Michael Mailahn Ext. 236
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1-865-588-0508
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Middle: Sherry Baskerville
 1-615-231-5492
 West: Debbie Hammons 1-901-745-7505
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Yolanda Beason 1-901-745- 7523
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CRS Directors
Statewide Director: Thomas O’Brien
 1-615-231-5499-office
 1-615-517-6088 cell
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Program Manager:
 Office of Civil Rights: Brenda Clark
 1-615-231-5516
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