It is the policy of Ark Alliance Recovery, LLC that every effort shall be made to resolve a client's grievance in a fair and equitable manner, and that all client grievances will be investigated and resolved promptly in accordance with the Department of State Health Services (DSHS).

1. Ark Alliance Recovery, LLC shall be aware of a client's needs and shall pay close attention to those situations that could lead to a grievance situation. Clients may grieve directly to Ark Alliance Recovery, LLC. Clients may grieve about any violation of client rights or DSHS standards.

2. Staff members shall make every effort to resolve the grievance informally by discussing the situation or circumstances with the client.

3. Staff members who are involved shall not be included in acceptance, investigation or decision-making concerning the grievance.

4. Clients who are not able to resolve their grievances by discussion must put their grievance in writing including date and signature.

5. Ark Alliance Recovery, LLC will provide pens, paper, envelopes, postage, assistance in writing it,  and access to a telephone upon request in order to file a complaint. Ark Alliance Recovery, LLC shall provide assistance to clients who cannot read or write or have difficulty reading and writing.

6. Ark Alliance Recovery, LLC will acknowledge receipt of the grievance within 24 hours and investigate the grievance and interview the client as necessary.

7. A written report of the investigation and initial disposition shall be made to the client by Ark Alliance Recovery, LLC or designee within seven days.

8. A client who is still dissatisfied may appeal the decision to the governing authority and a written report of the decision will be forwarded to DSHS with a written response given to the client within 30 days.

9. There shall be no retaliation, formal or informal, against a grieving client.

10. Ark Alliance Recovery, LLC shall retain full records of all grievances in a confidential file for three years, but not in a client's case file.

11. Clients may submit their grievance at any time directly to: