Consumer Rights and Responsibilities
LiveAbility is committed to upholding the highest standards of service and ensuring that consumers are aware of their rights and responsibilities to facilitate a positive and respectful working relationship.
Consumer Rights:
1. Respect and Dignity: Consumers have the right to be treated with respect, dignity, and courtesy by all LiveAbility staff and service providers.
2. Informed Decision-Making: Consumers have the right to receive clear and comprehensive information about the services, programs, and options available to them. This includes information on costs, eligibility criteria, and expected outcomes.
3. Confidentiality: Consumer information will be kept confidential and not disclosed without the consumer’s written consent, except where required by law or to protect the consumer or others from harm.
4. Participation: Consumers have the right to actively participate in the development of their service plans and to express their preferences and concerns.
5. Quality Services: Consumers have the right to receive high-quality, evidence-based services that are delivered by trained and qualified professionals.
6. Appeals and Grievances: Consumers have the right to appeal decisions or file grievances if they are dissatisfied with a service or LiveAbility’s policies. Information on the appeals and grievance process will be provided upon request.
7. Fair Treatment: Consumers will not be discriminated against based on race, color, religion, sex, national origin, age, disability, or any other protected status.
Consumer Responsibilities:
1. Honest and Accurate Information: Consumers are responsible for providing accurate information about their needs, goals, and preferences to enable the development of a tailored service plan.
2. Active Participation: Consumers are expected to actively participate in their service plan and work towards achieving their goals to the best of their abilities.
3. Respect for Staff and Other Consumers: Consumers are responsible for treating all LiveAbility staff, volunteers, and other consumers with respect and courtesy.
4. Timeliness: Consumers are expected to be punctual for scheduled appointments, meetings, and activities. If unable to attend, they should notify LiveAbility in advance.
5. Compliance with Agreements: Consumers are responsible for following through with their agreed-upon service plans, including completing tasks and objectives as outlined.
6. Maintaining Confidentiality: Consumers are responsible for respecting the confidentiality of other consumers and LiveAbility staff.
7. Communication: Consumers are encouraged to express their preferences, concerns, and feedback openly and constructively, allowing LiveAbility to better serve their needs.
8. Grievance Resolution: If a consumer has a concern or grievance, they are responsible for following LiveAbility ‘s established grievance process to seek resolution.
LiveAbility is committed to fostering a collaborative and supportive environment where consumer rights
are upheld, and consumer responsibilities are met with respect. This document serves as a reference for both consumers and LiveAbility to ensure a productive and mutually beneficial relationship.
If you have any questions or concerns about your rights and responsibilities, please feel free to contact LiveAbility
for clarification or assistance.
Complaint and Grievance Procedure
LiveAbility is committed to providing high-quality services to our consumers. We recognize that, at times, concerns or grievances may arise. This procedure outlines the steps for consumers to express concerns, complaints, or grievances related to the services they receive from LiveAbility.
Definitions:
A concern is an informal expression of dissatisfaction, request for clarification, or suggestion for improvement. Concerns can often be resolved with a simple conversation.
A complaint is a formal expression of dissatisfaction with the services received.
Complaints are more specific than concerns and may require further investigation and resolution.
A grievance is a more serious or formal complaint that remains unresolved after initial attempts at resolution. Grievances are typically more complex and may require a formal review process.
Steps to Address Concerns, Complaints, or Grievances:
Step 1: Informal Resolution (Concerns): Consumers are encouraged to discuss their concerns directly with the staff member(s) involved or their immediate supervisor. Many concerns can be resolved through open communication and informal discussions.
Step 2: Formal Complaint (Complaints): If the concern remains unresolved after Step 1 or if the consumer wishes to proceed with a formal
complaint, the consumer should submit a written complaint to LiveAbility within 30 days of the issue.
The written complaint should include the following information:
• Description of the issue.
• Date and time the issue occurred.
• Names of the individuals involved, if applicable.
• Any relevant supporting documentation.
LiveAbility will acknowledge receipt of the complaint within 10 business days and initiate an investigation.
Step 3: Investigation and Resolution (Complaints): LiveAbility will conduct a thorough investigation of the complaint, including interviews with relevant parties and a review of any supporting documentation.
LiveAbility will strive to resolve the complaint and provide a written response to the consumer within 60 days of receiving the complaint. The response will include the findings of the investigation and any actions taken.
Step 4: Appeal Process (Grievances):
If the consumer is dissatisfied with the resolution provided in Step 3, they may file a written grievance within 7 days of receiving the response.
The grievance should detail the reasons for the appeal and any additional information or
documentation.
Step 5: Grievance Review (Grievances): LiveAbility will conduct a formal review of the grievance, which may involve a designated committee or impartial third party.
LiveAbility will provide a written response to the grievance within 90 days of receiving the grievance.
Confidentiality: All concerns, complaints, and grievances will be treated confidentially, and information will only be shared with authorized personnel involved in the resolution process.
Contact Information: For assistance with expressing concerns, complaints, or grievances, consumers can contact Paulette
Southerly, Program Director at psoutherly@liveabilitywv.org or (304) 296-6091.
Records: CIL will maintain records of all concerns, complaints, and grievances, along with their resolution, for 3 years.