Grievance Process Guide for Recipients of Mental Health Services
Filing a Grievance in the Community
Level 1:
Each mental health service provider must have a grievance
process and grievance forms available. If the agency doesn’t
have a form or if you don’t want to use the agency’s
form, you can write out your grievance on a piece of paper.
There is also a sample form at the end of this guide.
Give your written grievance to the person in charge of the
agency or program where the rights violation happened. That
person has five (5) working days to:
- Review your grievance;
- Review any relevant documentation;
- Interview you and any witnesses, if he or she believes it
necessary;
- Provide you with a decision in writing.
If the person responding to your grievance needs more time,
he or she may have five (5) additional working days. You will
be notified of the extension in writing.
Level 2:
If you don’t agree with the Level 1 decision,
you can appeal to Level 2.
A Level 2 appeal must:
- Be made within ten (10) working days from the day you received
the Level 1 decision;
- Be in writing;
- Be given to the person who made the decision at Level 1.
That person must forward your appeal and any related documentation
to the Director of the DHHS Office of Adult Mental Health Services;
The Director of the DHHS Office of Adult Mental Health Services:
- Will review your grievance;
- Will request more information, if needed;
- May speak or meet with you and other people who have information
about your grievance;
- Will answer your appeal in writing within five (5) working
days.
If more time is needed to respond to your appeal, the Director
may ask you in writing for an additional five (5) working days.
Level 3:
If you don’t agree with the decision made at
Level 2, you can appeal to the Commissioner of the Department
of Health and Human Services. A Level 3 appeal must:
- Be made within ten (10) working days after you received
a Level 2 decision;
- Be in writing;
- Be sent to:
Commissioner
DHHS
11 State House Station - 221 State St.
Augusta, ME 04333-0011
The Commissioner has five (5) working days to respond to your
appeal. The reply may simply notify you that a hearing will
be scheduled.
