Complaint Resolution

Policy Number: 1120A 

Pages: 1

Approval Date: June 20, 2007

Supersedes: NOVEMBER 15, 2000 

Subject: Complaint Resolution

Policy: To ensure that each worker has the right of informal or formal complaint process. 

General Provisions: 

A. The parties to any complaint are the individual and the CEO. Each party can also have anyone else to represent him during complaint resolution. 

B. Meetings, reviews and hearings will generally be closed to other people unless the individual making the complaint requests that other people attend or if the Virginia Freedom of Information Act requires an open meeting. 

1. The Local Human Rights Committee (LHRC) and State Human Rights Commission (SHRC)may conduct a closed hearing to protect the confidentiality of persons who are not a party to the complaint, but only if a closed meeting is otherwise allowed under the Virginia Freedom of Information Act (2.2-3700 et seq. of the Code of Virginia). 

2. If any person alleges that implementation of an LHRC recommendation would violate the individual’s rights or those of other individuals, the person may file a petition for a hearing with the SHRC according to 12 VAC 35-115-210. 

C. In no event shall a pending hearing, review or appeal prevent a CEO Director from taking corrective action based on the advice of the provider’s legal counsel that such action is required by law or he otherwise thinks such action is correct and justified. 

D. The LHRC or SHRC, on the motion of any party or on its own motion, may, for good cause, extend any time periods either before or after the expiration of that time period. No CEO may extend any time periods for any actions he is required to take under these procedures without prior approval of the LHRC or SHRC. 

E. Except in the case of emergency proceedings, if a time period in which action must be taken under this part is not extended by the LHRC or SHRC, the failure of a party to act within that time period shall waive that party’s further rights under these procedures. 

F. In making their recommendations regarding complaint resolution, the LHRC and the SHRC shall identify any rights or regulations that the provider violated and any policies, practices, or conditions that contributed to the violations. They shall also recommend appropriate corrective actions, including changes in policies, practices, or conditions, to prevent further violations of the rights assured under these regulations. 

G. If it is impossible to carry out the recommendations of the LHRC or the SHRC within a specified time, the LHRC or the SHRC, as appropriate, shall recommend any necessary interim action that gives appropriate and possible immediate remedies. 

H. Any action plan submitted by the director or commissioner in the course of these proceedings shall fully address both final and interim recommendations made by the LHRC or the SHRC and identify financial or other constraints, if any, which prevent efforts to fully remedy the violation.