Process for addressing complaints or grievances

How to file a grievance

If you are currently receiving services, send your grievance letter to your mental health agency first.

If you are not currently in services and your grievance is about getting services, please send your grievance letter to King County Mental Health Client Services at 401 Fifth Avenue Seattle WA 98104 or call 206-263-8997.

The letter needs to include a description of the problem and a specific description of what you believe would solve it.

For all grievance letters, please include:

• Your name
• Your contact information
• The best times and ways you can be reached
• An explanation of the nature of your grievance
• What action you believe would solve the problem
• Your signature.

Your agency has thirty days to answer your grievance in writing.

If you are not satisfied with your mental health agency's answer to your grievance

Contact King County Mental Health Client Services to request that the King County Mental Health Plan review your grievance and if needed, schedule a grievance hearing. You may make your request by telephone or in writing.

What is a grievance hearing?

At your grievance hearing

You have the right to have supportive people or helpers at your hearing (e.g., the King County Mental Health Ombuds Service, friends, advocates, or family members).  The following will take place:

• During the hearing, you will be able to present your side of the issue.
• The person and/or agency that you filed a grievance against is required to appear. They will present their position about your grievance.
• The grievance process will take no more than 30 days from receipt of your request for a grievance hearing to the decision from the Grievance Committee. The Committee will issue their decision after the hearing and notify all involved parties by certified mail within five business days of the hearing.
• The decisions are binding for all parties. The Committee's decisions must be followed or appealed to a State Fair Hearing. Only a client can request a State Fair Hearing. Information about how to request a State Fair Hearing will be included with the decision.

State Fair Hearings

A State Fair Hearing is a formal hearing presided by an Administrative Law Judge. You may request a Fair Hearing at any time, without filing a complaint or grievance first. You may request a Fair Hearing when:

• You believe a DSHS rule is violated
• You believe your rights are violated
• You believe you have been denied medically necessary services
• You believe the grievance hearing process has not been properly followed (e.g. King County Mental Health did not provide a written response within 60 days of your grievance request).

Retaliation

You have a right to make complaints and/or grievances without any retaliation from your service provider. Any negative action by a provider or a mental health clinician in response to your filing a complaint or grievance is considered retaliation. This is a violation of the Washington Administrative Code and of the King County Mental Health Plan Policies and Procedures. Examples of retaliation include being told that a service is no long available, having money or medicines withheld from you, not having your telephone calls returned, misplacing of paperwork, and not being listened to.

King County Mental Health sincerely hopes that retaliation never happens to you. If you believe that you are being retaliated against, please contact King County Client Services or the King County Mental Health Ombuds Service right away so we can assist you with this matter.