Complaints

Complaints regarding the DHS Coordinated Transportation Services, will be handled promptly and objectively. Transportation Providers (TP) should file complaints with the Regional Transportation Office (RTO). Complaints from all other parties, to include complaints from individuals, must work with the individual’s Human Service Provider (HSP). It is the HSPs responsibility to complete Complaint Forms (Appendix 6 – Complaint Form) on behalf of the party submitting a complaint.

The RTO maintains records of all complaints filed and routes them to the appropriate parties for review and resolution. Information is gathered from both the Complainant and the Subject of the Complaint to determine the issue at hand and develop appropriate steps for resolution, if necessary.

Transportation Providers must submit to the Regional Transportation Office a written document that details their processes/protocols to report and respond to accidents, incidents, and complaints. The protocols must address subcontractor compliance and outline remedies for poor performance. Under no circumstances should a driver secure and transport a consumer using a wheelchair without receiving wheelchair securement training.

Accident and Incident Reporting

All accidents and incidents must be tracked and reported to the RTO and if applicable the appropriate authorities. All urgent incidents and accidents must be reported to the authorities by calling 911 and to the RTO immediately.

Passenger Incidents

Accidents and incidents involving health or safety hazards during transport, such as the presence of bodily fluids or vermin, should be classified as incidents.

TPs must inform RTOs of any incidents experienced while transporting individuals. The TP should inform the RTO of any incidents experienced while transporting an individual, regarding falls, safety concerns, and behaviors. Then, the RTO will contact the HSP and any other parties regarding the incident. The HSP will review and make a determination regarding future transport.

Behavior Incidents

Any conduct or action, by an individual, that places himself/herself or other individuals in harm’s way while being transported is considered a behavior incident.

If behaviors or actions are severe and require an intervention by police or other authorities, transportation services will be suspended pending a review of the incident. Behaviors or actions include, but are not limited to, suicidal gestures or attempts, assaults, possession or use of weapons, homicide, frequent medical disruptions, aggressive behavior, and running away.

To remediate a behavior incident, follow the steps for Accident/Incident Reporting:

  • Call 911, if applicable

  • Call the emergency contact for each individual involved in the incident

  • Call the appropriate RTO

Disruptive or Unsafe Behavior

Disruptive or unsafe behaviors can be addressed using the Complaint Process. The complaint process should be followed if an individual’s behavior impacts the driver or other passengers in any way. Behaviors such as refusal to stay buckled and seated, playing loud music, and distracting the driver could be considered a complaint and must follow the complaint process. These behaviors typically do not rise to the level of endangering anyone else.

Complaint Process

Roles and Responsibilities Overview

Role Responsibility

Complainant

Files complaint, provides information to the reviewer and participates in a group meeting as requested, and may request a case review in the event of an unsatisfactory resolution.

Subject of the Complaint

Subject of the Complaint reviewer

individuals

HSP

HSP*

Prime Contractor, RTO

Subcontractor

Prime Contractor

Prime Contractor

(RTO)

Provides information to the reviewer and participate in a group meeting as requested, and if issued, executes the Action Plan to resolve the issue or prevent similar issues in the future.

Reviewer

Subject of the Complaint reviewer

individuals

HSP

HSP*

Prime Contractor, RTO

Subcontractor

Prime Contractor

Prime Contractor

(RTO)

Reviews complaint by compiling information gathered from all parties involved and notifies them of the outcome of the review.

Regional Transportation Office (RTO)

  • Provides overall oversight of the complaint review process

  • Manages distribution of complaints and monitors the review’s timeliness and updates TP performance log, if needed.

Process Flow: Complaint Process

The steps outlined below depicts the full complaint process from the filing of a complaint through the complaint resolution.

Step 1

TPs file complaints directly with the RTO. All other complainants, must work with the HSP. The TP or HSP completes the (Appendix 6 – Complaint Form) and sends it to the respective RTO. The RTO determines if further review is needed, appoint an reviewer, and appropriately responds to both the subject and complainant.

Step 2

The reviewer will assist in gathering supportive documentation to substantiate the complaint. Supportive documentation could include photographs and videos, doctors' notes, records, driver logs, Individual Service Plan (ISP), etc. The reviewer has three days to provide an update or close the review. It is the reviewer’s responsibility to relay all findings to the RTO all involved parties. If the reviewer cannot complete the tasks within this time frame, the reviewer must provide a case update to both the RTO and the Complainant. The process restarts and the reviewer has three more days to provide an update or close the review and relay the findings to the RTO.

Step 3

In the case of an review taking longer than the predefined time limit, the reviewer should provide case updates to the Complainant and RTO. It is the responsibility of the RTO to document delays utilizing the performance log (see Exhibit 15 – Sample DHS Complaint Performance Log).

Step 4

Once the review is complete, the reviewer fills out (Appendix 7 – Complaint Resolution Form). The reviewer should send the Complaint Resolution Form to all parties involved. It is best practice for the reviewer to provide corrective actions to resolve the complaint to prevent any future reoccurrence.

Step 5

The reviewer and RTO can close a complaint once all actions are resolved.

Step 6

All parties involved should have the option to review the final solution and determine if further action are needed. The parties will have 10 days to request a case review. The case is re-opened and reviewed by the RTO. The RTO will determine next steps.

Step 7

The RTO reserves the right to further review and meet with all parties involved to reach another solution. An Action Plan will be created to resolve the complaint. All parties involved will receive information regarding the final outcome. It is the responsibility of the RTO to track all actions that will lead to a final solution.

Document Description

Appendix 6 – Complaint Form

Form used for a TP or HSP to submit a formal complaint to the RTO.

Appendix 7 – Complaint Resolution Form

Form filled out by an reviewer once a complaint review is completed; it details steps the Subject of the Complaint; should follow to correct the issue and/or prevent the issue from reoccurring.

Exhibit 15 – Sample DHS Complaint Performance Log

Log used by the TSS State Office to track TP performance issues and their resolution.