Policy No: CS.1
Section: Client Services
Effective: 11/01/00
Subject: CLIENT SERVICES APPEALS PROCESS

PURPOSE

The Arkansas Spinal Cord Commission strives to administer services for quality care, treatment, rehabilitation, and facilitation of independent living for individuals with spinal cord disabilities. It is the Agency's commitment to provide needed/requested services in a consistent and timely manner without discrimination on the basis of race, color, national origin, sex, religion, age, or disability.

The Appeals Process policy provides a mechanism by which individuals (or, if applicable, the individual's parent) who are applicants for or are eligible for services from the Arkansas Spinal Cord Commission may request a review of any action taken or decision made (i.e., denial of a particular service). Services covered by this policy include purchased services, personal visits, etc., which are provided by the Arkansas Spinal Cord Commission. The Arkansas Spinal Cord Commission may advocate/assist for remedies from other agencies, but this process cannot be accessed to appeal the decisions of other agencies.

PROTOCOL

1. An individual/parent who wishes to appeal a decision may do so by requesting in writing within 60 days from the date the unfavorable action or decision was made.

2. The written request should be submitted to the Arkansas Spinal Cord Commission Client Services Administrator for supervisory review. Address appeal requests to:

The written request must include a brief description of the problem including specific reasons why the individual/parent feels the outcome did not meet their needs and request for a specific action to be taken in order to resolve the appeal.

4. Within five (5) working days from receipt of the appeal request, the Client Services Administrator will investigate the appeal. The appeal investigation will include discussion with the appropriate Case Manager and contact with the individual/parent for input.

5. Based on this investigation, the supervisor will render a decision that will be documented in writing to all parties involved by certified mail within five (5) working days. In the event the supervisor's decision has not resolved the issue to the individual's/parent's satisfaction, the individual/parent will be informed that he/she may appeal in writing to the Arkansas Spinal Cord Commission Executive Director requesting an administrative review. Appeal Requests should be addressed to:

Executive Director
Arkansas Spinal Cord Commission
1501 North University, Suite 470
Little Rock, AR 72207-5233

Such appeal must be submitted within 10 working days of receipt of the supervisor's decision.

6. Upon receipt of an appeal from the individual/parent, the Executive Director shall have 10 working days in which to render a decision. Results of the decision will be disseminated to all parties involved by certified mail and will clearly outline the reasons for the decision. Notification of the next appeal level will be provided along with the time frame allowed to submit the appeal.

7. If the individual/parent still disagrees with the decision, a final appeal may be made to the members of the Arkansas Spinal Cord Commission. A written appeal notice must be submitted to the Commission Chairperson within 10 working days of receiving the Executive Director's decision. Appeal Requests should be addressed to:

Chairperson
Arkansas Spinal Cord Commission
1501 North University, Suite 470
Little Rock, AR 72207-5233

8. A review by the Commission will be scheduled for the next scheduled Commission meeting upon receipt of the appeal request. The individual/parent or representative may attend the Commission meeting to discuss their concerns. Written verification of the date and time of the Commission meeting will be sent to the individual/family. Upon hearing the individual's/parent's appeal and reviewing the previous appeal documentation, the Commission will discuss/render a decision at the meeting or request additional specific information for a decision at the next scheduled meeting.

9. The Commission Chairperson will submit a decision letter by certified mail to all parties involved within 10 working days after the Commission meeting.

10. Under these procedures, the decision of the Commission is final. Should the individual/parent choose to pursue the appeal further, it would be done through the appropriate judiciary system.

DISPOSITION

Client Appeal Documentation will be maintained in the Central Office under separate file. No documentation concerning a client appeal will be placed in any staff personnel records. However, pertinent and appropriate documentation will be placed in the client's file.