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AC-6001 Original: 02/23/16 Page 1 of 4 AC-6001 MHSA Issue Resolution Process 1 ALPINE COUNTY BEHAVIORAL HEALTH SERVICES P&P No: AC-6001 Approved by: Alissa R. Nourse, BHS Director Subject: MHSA ISSUE RESOLUTION PROCESS Effective Date: 02/23/16 Revisions: PURPOSE This policy is to outline the Alpine County Behavioral Health Services (ACBHS) process for resolving issues related to the Mental Health Services Act (MHSA) program. POLICY ACBHS has developed a system for stakeholders and community members to seek resolution for issues related to the activities of the MHSA program. This process supplements the existing Client Problem Resolution process that ACBHS currently has in place. The types of concerns to be addressed through this process include issues around the following: • Local MHSA planning process stakeholder involvement, required time frames, etc.) • Appropriate use of MHSA funds non-supplantation) • Inconsistency between an approved MHSA Plan and implementation • Client access to MHSA programs ACBHS is committed to: • Providing several avenues for clients, family members, providers, community members, and other stakeholders to file an MHSA issue; • Ensuring that filed issues are addressed in a timely and impartial manner; • Providing assistance to stakeholders to file their issues; • Maintain the anonymity of individuals who submit issues, upon request; and • Logging issues received and their resolution. The State requires that the ACBHS MHSA Issue Resolution Process be exhausted before stakeholders may seek resolution through State entities, such as the Mental Health Services Oversight and Accountability Commission (MHSOAC), Department of Health Care Services (DHCS), or California Mental Health Planning Council For grievances and appeals, clients should continue to utilize the existing Beneficiary Problem Resolution process. See policy # AC-390 for more information. ---PAGE BREAK--- AC-6001 Original: 02/23/16 Page 2 of 4 AC-6001 MHSA Issue Resolution Process 2 PROCEDURES Filing an MHSA Issue • MHSA Issues must be filed in writing. To improve the filing process, ACBHS has developed an Issue Resolution Process (IRP) form (attachment which stakeholders may obtain in the clinic lobby or upon request; a copy is also available online. Stakeholders may also chose to file the issue through a letter or other written means. • ACBHS staff are available to help stakeholders file an MHSA issue form. o Example: If a stakeholder approaches the ACBHS Receptionist with an issue but he/she does not want to fill out the form, the ACBHS Receptionist will aid the stakeholder by completing the form with input from the individual. • Stakeholders may file an issue at any point or through any avenue within the ACBHS system. The written issue may be submitted in person to any ACBHS staff member or via mail or fax to the main clinic. • Stakeholders may choose to remain anonymous when filing an MHSA issue. Contact information is considered optional. Receipt of a Filed MHSA Issue 1. Upon receipt of an MHSA Issue, ACBHS staff will immediately forward the written document to the ACBHS designee. 2. The ACBHS designee will log the MHSA Issue in the MHSA Issue Resolution Log, noting the name and contact information of the filer (if provided); the date of receipt; and a brief description of the concern. 3. Within 3 business days of receipt, the ACBHS designee will send written acknowledgement to the filer that ACBHS has received the MHSA issue. The acknowledgement will inform the filer that the issue will be addressed within 60 calendar days. o If the filer chose to remain anonymous and did not provide contact information, ACBHS will note this information in the Log and proceed with the review process. Investigation of a Filed MHSA Issue 1. The ACBHS designee will investigate the filed issue. 2. If necessary, the ACBHS designee may convene an issue resolution committee, whose membership will include individuals who represent diverse perspectives (including consumers/family members, community members, and other stakeholders). a. The committee will conduct a review of the issue and may hold interviews or other investigative actions to develop a resolution. In this circumstance, the 60- day time frame for resolution will be extended. ---PAGE BREAK--- AC-6001 Original: 02/23/16 Page 3 of 4 AC-6001 MHSA Issue Resolution Process 3 3. The ACBHS designee will log this information in the MHSA Issue Resolution Log, describing the investigation and resolution, and noting the date of decision. Reporting and Notification 1. Upon completion of the investigation, the ACBHS designee will submit a brief report to the ACBHS Director. The report will include a description of the issue, a summary of the investigation, and the final resolution. 2. The ACBHS designee will notify the Filer in writing of the resolution. The notification will include information on the appeal process and State-level avenues for resolution. a. If the Filer chose to remain anonymous and did not provide contact information, the ACBHS designee will note this information in the Log. 4. The ACBHS designee will enter the date that the filer was notified of the resolution in the MHSA Issue Resolution Log. Reference: MHP-DHCS Contract. ---PAGE BREAK--- AC-6001 Original: 02/23/16 Page 4 of 4 AC-6001 MHSA Issue Resolution Process 4 Alpine County Behavioral Health Services Mental Health Services Act (MHSA) Issue Resolution Process (IRP) (Please note: If you would like to receive a response regarding your concern, please complete the contact information; otherwise this information is optional.) Date: Name Phone (optional): Address (optional): Issue(s) to be resolved: Inconsistency between approved MHSA Plan and implementation Concerns about the Local Community Program Planning Process Inappropriate use of MHSA funds Describe Issue (Summarize your concern with as much detail as possible): What action do you recommend to achieve MHSA compliance? (What would you like to see happen?) Signature (optional): Date: ****FOR OFFICE USE ONLY**** To be completed by Mental Health Services Act Coordinator Investigation/Resolution: Please complete form and mail, drop off, or fax to ACBHS: Address: 75 C Diamond Valley Road, Markleeville, CA 96120 FAX: [PHONE REDACTED]