Grievance Procedure

The Grievance Procedure for The Clubhouse will be posted on-site and outlined in the handbook that participants will be given upon acceptance into the program. Participants will be encouraged to ask questions about the policy at any time. A review of formal complaints will be conducted monthly by the director of the adolescent clubhouse to determine trends, areas needing performance improvement and actions to be taken. An administrative record of all grievances will be maintained. The participant may report a grievance through Ashley’s website or through written means. All grievances will be directed to the director of the Adolescent Clubhouse who may ask the participant to participate in a problem-solving session with The Clubhouse peer. After the peer has attempted to resolve the issue and the participant is still not satisfied, the grievance will be escalated to the vice president of outpatient services and/or vice president of clinical services of Ashley. The decision from the vice president of outpatient services and/or vice president of clinical services will be final.

If Ashley fails to respond as provided in its appeal procedure, or the consumer is dissatisfied with the provider’s response, the consumer may file an appeal with the Office of Mental Health (OMH)/Core Service Agency (CSA).

The steps in the appeal process to the OMH/CSA include the following:

1. Consumers may file an appeal to the OMH/CSA within 14 days (excluding weekends and holidays) of receipt of the provider’s decision on their grievance. (The OMH/CSA will accept appeals outside of this time frame for good cause.)
2. The appeal may be submitted in writing or verbally and include a discussion of the grievance and copy of the decisions (if possible) of the provider.
3. The Executive Director or Designee will contact the individuals involved. There will be a review of the information submitted by the grievant and others.
4. The OMH/CSA will issue a verbal/written decision to the grievant within 5 days (excluding weekends/holidays).
5. If the grievant is dissatisfied with the decision, an appeal may be filed with the president of the OMH/CSA’s Board of Directors. The president will establish a committee to review the merits of the appeal and render a decision in 5 days (excluding weekends/holidays).

To file an appeal to the OMH/ CSA, please send the information to the address below:

Executive Director
Office on Mental Health
Core Service Agency of Harford County, Inc.
2231 Conowingo Road, Suite A
Bel Air, MD 21015

To file an appeal to the OMH/CSA’s Board of Directors pleased send the information to the address below:

President of the Board of Directors
Office on Mental Health
Core Service Agency of Harford County, Inc.
2231 Conowingo Road, Suite A
Bel Air, MD 21015

Telephone Numbers:

Monday thru Friday 8:30AM – 4:30PM
Main #: (410) 803-8726
Fax #: (410) 803-8732