Grievance policy
CLIENT GRIEVANCE PROCEDURE
Policy:
3sixtyfive LLC DBA Project Solutions will maintain a written grievance procedure
that provides participants and individuals acting on behalf of participants with a
process for reporting an alleged denial or abuse of client rights.
Project Solutions will ensure that grievances are received, documented,
investigated, resolved, and maintained in accordance with applicable Ohio
requirements. No participant will be subject to retaliation or reprisal for filing a
grievance or assisting another individual in filing a grievance.
Client Advocate
Project Solutions designates Kristin Hearing, LICDC-CS, as the Client Advocate.
The Client Advocate is responsible for assisting participants with the grievance
process, receiving and processing grievances, ensuring appropriate investigation
and follow-up, and monitoring compliance with Project Solutions' client-rights
and grievance procedures.
The Client Advocate will be available onsite or through an appropriate virtual
means for a core number of hours during periods in which Project Solutions is
open.
The Client Advocate's name, title, location, hours of availability, telephone
number, and email address will be included with the required client-rights and
grievance posting.
Submission of a Grievance
A grievance may be initiated by a participant or by another individual or provider
acting on behalf of a participant.
A participant may communicate a grievance verbally or in writing.
If a grievance is made verbally, the Client Advocate will prepare a written
statement accurately reflecting the grievance.
At least one individual trained to receive a grievance and forward it to the Client
Advocate will be available onsite during a core number of hours each day the
Driver Intervention Program is operating.
Written Grievance
The written grievance will be dated and signed by:
1. The participant;
2. The individual filing the grievance on behalf of the participant; or
3. The Client Advocate, through an attestation that the written grievance is a
true and accurate representation of the participant's grievance.
When available, the grievance should include:
1. The date of the incident;
2. Approximate time of the incident;
3. A description of the incident or situation being grieved; and
4. Names of individuals involved.
Project Solutions will provide assistance with preparation or submission of a
grievance when requested.
Acknowledgment of Grievance
Project Solutions will provide the grievant with written acknowledgment of
receipt of the grievance within three (3) business days after receipt.
The acknowledgment will include:
1. The date the grievance was received;
2. A summary of the grievance;
3. An overview of the grievance investigation process;
4. The anticipated timetable for completion of the investigation and
notification of resolution; and
5. Project Solutions contact name, address, and telephone number.
Investigation and Resolution
The Client Advocate or appropriate designee will coordinate review and
investigation of the grievance.
Individuals directly involved in the circumstances giving rise to the grievance will
not improperly interfere with the grievance investigation or resolution.
Project Solutions will make a decision regarding the grievance within twenty (20)
business days after receipt.
If extenuating circumstances necessitate additional time, the circumstances
necessitating the extension will be documented in the grievance record and
written notification of the extension will be provided to the grievant.
The resolution and any remedy or corrective action will be documented.
Outside Grievance Options
Participants will be informed that they may also file a grievance or complaint with
outside organizations.
Project Solutions' written grievance information will provide the current mailing
address and telephone number, as applicable, for outside organizations including:
1. The applicable Alcohol, Drug Addiction and Mental Health Services Board;
2. The Ohio Department of Behavioral Health;
3. Disability Rights Ohio; and
4. The U.S. Department of Health and Human Services, Office for Civil Rights,
regional office serving Ohio.
Use of Project Solutions' internal grievance procedure does not prohibit a
participant from contacting an appropriate outside organization.
Posting and Availability
The Client Grievance Procedure will be conspicuously posted with the Client
Rights Policy at the location where Driver Intervention Program services are
provided.
The Client Rights Policy and Client Grievance Procedure will also be conspicuously
posted on the Project Solutions website with the required Client Advocate contact
information.
Participants will receive oral and written instructions regarding the grievance
process as required and will be provided assistance in filing a grievance upon
request.
Grievance Records
Project Solutions will maintain grievance records for at least two (2) years
following resolution of the grievance.
The grievance record will include, at minimum:
1. A copy of the grievance;
2. Documentation of the process used to investigate and address the
grievance;
3. Documentation of the resolution and any remedy;
4. The written acknowledgment of receipt;
5. Relevant correspondence or notifications; and
6. When applicable, documentation of extenuating circumstances requiring
resolution beyond twenty business days and the written notification
provided to the grievant.
Grievance records will be maintained in accordance with applicable
confidentiality requirements.
Staff and Contractor Responsibilities
All Project Solutions staff, including contract staff, will receive a copy of the Client
Rights Policy and Client Grievance Procedure and agree to abide by them.
Documentation that each staff member or contractor received and agreed to
abide by these policies will be maintained in the individual's personnel file.
Staff and contractors will cooperate with grievance procedures and will not
retaliate against, interfere with, or discourage an individual from exercising client
rights or filing a grievance.
Review
The Client Advocate and Compliance Officer will periodically review grievance
activity to identify trends, corrective-action needs, training needs, or
opportunities for quality improvement.
The grievance procedure and associated postings will be updated when applicable
requirements or organizational information changes.
clients rights
CLIENT RIGHTS
Policy:
3sixtyfive LLC DBA Project Solutions recognizes and protects the rights of all
individuals participating in its Driver Intervention Program.
Client rights will be communicated and implemented in accordance with
applicable Ohio law and regulations. No participant will be denied services,
retaliated against, or treated adversely for exercising a protected client right or
filing a grievance.
Client Rights
Each participant in the Driver Intervention Program has the right to:
1. Be treated with consideration and respect for personal dignity, autonomy,
and privacy.
2. Reasonable protection from physical, sexual, or emotional abuse, neglect,
and inhumane treatment.
3. Receive services in the least restrictive and most appropriate environment
available consistent with program requirements and participant safety.
4. Be informed of one's own condition and participate in decisions regarding
services to the extent applicable to the Driver Intervention Program.
5. Give informed consent to or refuse services when legally permitted and be
informed of the consequences of refusal.
6. Be informed of the reason for any denial or limitation of services when
applicable.
7. Be informed of the nature and purpose of the Driver Intervention Program,
applicable program requirements, and the participant's responsibilities.
8. Receive services without discrimination based upon race, ethnicity, age,
color, religion, sex, national origin, sexual orientation, gender identity or
expression, disability, military status, or other status protected by
applicable law.
9. Be free from unnecessary or excessive medication.
10. Be free from restraint or seclusion unless specifically authorized by law.
Project Solutions does not utilize restraint or seclusion as part of its Driver
Intervention Program.
11. Have personal information and records maintained confidentially in
accordance with applicable federal and state confidentiality requirements.
12. Be informed of the circumstances under which information may be
disclosed without the participant's authorization as permitted or required
by law.
13. Have access to information regarding participant rights and the Project
Solutions grievance procedure.
14. File a grievance regarding an alleged denial or violation of a client right.
15. Have a grievance investigated and resolved in accordance with Project
Solutions' grievance procedure without retaliation or interference.
16. Have access to the Project Solutions Client Advocate and receive
information regarding outside entities with which a participant may file a
complaint or grievance.
17. Receive reasonable communication assistance when needed because of
limited English proficiency, deafness or hearing impairment, or another
communication barrier.
18. Exercise client rights without reprisal, retaliation, or interference.
Notification of Rights
Participants will be informed of their client rights and the grievance procedure
during the admission/intake process.
Project Solutions will provide participants access to a written copy of the client
rights policy and grievance procedure.
Receipt or review of client-rights information will be documented in the
participant record as applicable.
Posting of Client Rights
The Project Solutions client rights policy and grievance procedure will be
conspicuously posted at the location where Driver Intervention Program services
are provided and will be accessible to participants, their family members or
significant others, and the public.
The client rights policy and grievance procedure will also be conspicuously posted
on the Project Solutions website along with the required contact information for
the designated Client Advocate.
Client Advocate
Project Solutions designates Kristin Hearing, LICDC-CS, as the Client Advocate
responsible for assisting with the implementation of client-rights and grievance
requirements.
The Client Advocate's name, telephone number, and email address will be made
available as required.
Information regarding the Client Advocate will be included with Project Solutions'
client-rights and grievance information.
Staff and Contractor Responsibilities
Project Solutions staff and contracted personnel will respect and protect
participant rights.
Staff and contractors will receive information regarding client rights appropriate
to their duties and will promptly communicate identified client-rights concerns to
the Program Director, Client Advocate, Compliance Officer, or other appropriate
leadership.
Grievances
Participants or other individuals acting on behalf of a participant may initiate a
grievance concerning the alleged denial or abuse of a participant's rights.
Grievances will be handled in accordance with Project Solutions' written Client
Grievance Procedure.
No participant will be retaliated against for filing a grievance, assisting another
individual in filing a grievance, or otherwise exercising a protected client right.
Review
The Program Director, Client Advocate, Compliance Officer, and governing
authority will review implementation of client-rights requirements as appropriate
and will update policies, procedures, postings, and related materials when
regulatory requirements change.
​
Client Advocate: Kristin Hearing, LICDC-CS
Business phone: 330-705-6989
Email: projectsolutionsdip@gmail.com
Office hours by appointment only
​
3SIXTYFIVE LLC DBA PROJECT SOLUTIONS
PROVIDER SERVICE SUPPORT PLAN
Service: Driver Intervention Program (DIP)
Program Location: Comfort Inn – Belden Village, 5345 Broadmoor Circle NW,
Canton, Ohio 44709
Mission
The mission of 3sixtyfive LLC DBA Project Solutions is to provide quality Driver
Intervention Program services through education, screening, group discussion,
and referral when appropriate, with the goals of increasing participant awareness
regarding alcohol and other drug use, encouraging responsible decision-making,
promoting public safety, and reducing criminal recidivism.
Vision
Project Solutions seeks to provide a professional, respectful, safe, and educational
environment in which participants can examine the consequences of impaired
driving, increase their understanding of alcohol and other drug use, identify
behaviors that may place themselves or others at risk, and obtain information
about additional assessment or services when indicated.
Program Goals
The goals of the Driver Intervention Program are to:
1. Provide Driver Intervention Program services consistent with applicable
Ohio requirements.
2. Educate participants regarding alcohol and other drugs and the physical,
psychological, social, and legal consequences associated with their use.
3. Increase awareness of the risks and consequences associated with impaired
driving.
4. Assist participants in examining attitudes, behaviors, choices, and patterns
related to alcohol and other drug use.
5. Identify participants who may benefit from additional assessment or
services.
6. Provide appropriate referral information when additional assessment or
services are indicated.
7. Promote responsible decision-making, community safety, and reduction of
future impaired-driving behavior and criminal recidivism.
Description of Service
3sixtyfive LLC DBA Project Solutions provides a certified Driver Intervention
Program for individuals referred following an alcohol- or drug-related impaired-
driving offense or otherwise eligible or referred for Driver Intervention Program
participation.
The Driver Intervention Program is an educational and screening program. Project
Solutions does not provide outpatient substance use disorder treatment through
the Driver Intervention Program.
The program is conducted as a seventy-two-consecutive-hour Driver Intervention
Program and includes required educational programming, screening and an
individual interview, and small-group discussion.
Program activities address topics including alcohol and other drug use, impaired
driving, decision-making, consequences of substance use, legal and social
consequences, personal responsibility, risk reduction, and available behavioral-
health resources.
Participants complete screening activities and an individual interview. Information
obtained through screening, interview, participant self-report, program
participation, and other available information may be used to identify whether
referral for a comprehensive substance use disorder assessment or other
appropriate service should be recommended.
Days and Hours of Operation
Project Solutions generally conducts one Driver Intervention Program weekend
each month and may schedule additional program weekends based upon
participant and referral-source needs.
The standard program schedule is:
Thursday – 6:00 PM through Sunday – 6:00 PM
Participants remain in the program setting for the required seventy-two
consecutive hours, subject to applicable program requirements and emergency
procedures.
Administrative communication, registration, scheduling, referral coordination,
and other program-related business may occur outside of the scheduled DIP
weekend as necessary.
Population Served
Project Solutions serves adults referred to or otherwise eligible for participation in
a Driver Intervention Program.
Participants may have varying histories and needs related to alcohol or other drug
use, impaired-driving offenses, legal involvement, education, screening results,
and behavioral-health concerns.
Project Solutions recognizes that participants may also have communication,
accessibility, medical, medication, dietary, cultural, or other individual needs that
require reasonable consideration during program participation.
Scope of Service
The scope of Project Solutions' Driver Intervention Program includes:
ï‚· Participant registration and admission;
ï‚· Intake and orientation;
ï‚· Screening;
ï‚· Individual interview;
ï‚· Required educational programming;
ï‚· Small-group discussion;
ï‚· Participant monitoring and supervision throughout the program;
ï‚· Participant rights and grievance information;
ï‚· Medication self-administration procedures;
ï‚· Identification of potential need for additional assessment or services;
ï‚· Referral information when indicated;
ï‚· Program completion documentation; and
ï‚· Communication with referral sources as authorized or required.
Project Solutions maintains participant records electronically through Celerity
CAM and maintains confidentiality of participant information in accordance with
applicable requirements.
Referrals and Services Not Provided Directly
Project Solutions does not provide comprehensive substance use disorder
assessments or ongoing outpatient substance use disorder treatment as part of
its Driver Intervention Program.
When screening, interview information, program observations, established
referral criteria, or other relevant information indicates that additional
assessment or services may be appropriate, the participant is provided referral
information for qualified community providers.
The participant is generally responsible for selecting and contacting the provider
from the referral resources made available by Project Solutions. Project Solutions
does not routinely select a treatment provider for the participant or schedule the
participant's treatment services.
Project Solutions may also provide or identify appropriate community resources
when a participant requires services or assistance beyond the scope or
capabilities of the Driver Intervention Program, including communication
assistance or accessibility resources.
Project Solutions remains responsible for services provided directly through its
certified Driver Intervention Program. A receiving provider or community
resource is responsible for the assessment, treatment, interpretation, accessibility
service, or other service that it independently provides.
Communication and Accessibility
Project Solutions will take reasonable and appropriate steps to address
communication and accessibility needs in accordance with its Communication
Assistance & Accessibility Policy.
When Project Solutions cannot appropriately meet a participant's communication
or accessibility needs within the DIP setting, Project Solutions may assist the
participant in identifying an appropriate certified provider or community resource
capable of providing or arranging the necessary assistance.
Availability of the Provider Service & Support Plan
This Provider Service & Support Plan will be maintained in paper or electronic
format and will be available for review by individuals served, family members,
significant others, and members of the public.
The current Provider Service & Support Plan will also be posted on the Project
Solutions website.
Review and Updating
The Program Director and Compliance Officer will review this Provider Service &
Support Plan at least annually and whenever information contained in the service
description changes.
The Plan will be revised when there is a change affecting the description of the
Driver Intervention Program, days or hours of operation, population served, goals,
scope of service, or referral/affiliation arrangements.