Client Complaints/Concerns

Client Complaints/Concerns. DCS receives client complaints and concerns from the MDHS Constituent Services unit, phone calls/emails from clients or other individuals. Subgrantees should follow these steps when responding to DCS: A. DCS will submit the client complaint/concern in the DCS Client Tracker. B. The subgrantee must contact the client and provide a response and/or resolution in the client tracker within two (2) business days depending on the severity of the case. C. If additional time is required to completely resolve the issue, the subgrantee must note in the tracker that additional time is needed. D. If the concern is not handled within two (2) days, an email will be sent to the Executive Director to notify them of concern and to provide a response within twenty- four (24) hours. E. If a client makes a complaint at the subgrantee’s office, the subgrantee should attempt to resolve issues before giving the DCS number to the client.