Grievance Policy and Procedure

Effective February 9, 2026

Updated February 9, 2026

POLICY:

Expert Community Care Management (ECCM) implemented a grievance process as outlined in Annex A, Title 55-Public Welfare, Part I - Department of Public Welfare, Subpart E - Home and Community-Based Services, Chapter 51 - Office of Developmental Programs Home and Community-Based Services, Subchapter B - Provider Qualifications and Participation, Section 51.26-Grievance Procedures. 

This document communicates the mandate that every provider including Supports Coordination Organization entities implement a grievance procedure to document, respond, and resolve grievances including: a resolution within 21 days and instructions for participants and their families regarding grievance procedures, including how to seek help in filing a grievance.  ECCM will annually review the procedure and any filings/dispositions.

ECCM encourages its employees to bring individuals and/or family/team members complaints/grievances to the attention of their immediate supervisors. The employee and their supervisor are expected to make every effort to resolve these differences informally.   An informal discussion with the employee’s supervisor is most often all that is required to reach a resolution. However, if conflict persists, supervisors are encouraged to offer the following procedure to individuals and/or their family/team members.

PROCEDURE:

Step 1: If the individual and/or family/team member has been unable to resolve concerns through informal discussions with the supervisor, and he or she believes the concern is a grievance under this policy, the individual and/or family/team member may submit a written grievance form (Grievance) to expert@eccm.org.     

If the individual and/or family/team member needs assistance in filing the grievance they need to notify the supervisor they have been working with, and they will assist in the completion and submission of the grievance document.

Step 2: The supervisor, Quality Administrator, along with the Chief Administrative Officer, will complete a review of the written grievance within 7 days upon receipt of the written complaint.  They will complete an internal review within these 7 days to explore and examine what prior attempts ECCM completed to try and alleviate the grieved situation.  

Step 3: The individual filling the grievance will be contacted as indicated on the grievance document within 2 days after the ECCM internal review.  Discussion and review of the grievance will take place with all appropriate parties, as well as reviewing and determining a resolution to the grievance.

Step 4: ECCM actions taken during step 3 will be noted on the grievance document, as well as any conclusions for resolution to the grievance.  The resolution of the grievance will be documented as agreed upon by ECCM, the individual and/or the family/team member filing the grievance(s), and the date that the grievance was resolved.   

It is the intent of ECCM that these matters are prioritized, and attempts made to resolve all grievances within 21 days of filing.