Complaint/Grievance Process

Consumers' Rights

The Community Services Board (CSB) is committed to providing a healthy and safe environment. As a recipient of Mental Health, Mental Retardation or Substance Abuse Services, you are entitled to the following rights:

• To be treated with dignity
• To privacy and a privacy notice
• To equal access to services regardless of race, religion, sex or disability
• To inquire and be told about your rights
• To a fair and objective grievance process
• To participate in the development of your treatment/service plan
• To the best treatment/service available to meet your individual needs
• Not to be subject of experimental or investigative research without your written permission and informed consent
• To be fully informed of treatment involving significant risks
• The conditional rights to inspect, copy, or correct your records
• To receive services in the least restrictive environment
• To have a copy of the rules of conduct applicable to services in which you are participating
• If necessary, CSB staff will use non-violent physical restraining techniques to protect someone who is a danger to themselves or others
• To receive services in a manner that is responsive to your age, sexual orientation, mental/physical disability and spiritual beliefs, gender, family, friends and cultural/ethnic background

Complaint Procedure

Any consumer or their representative who thinks their rights have been violated or who is dissatisfied with services may use the complaint procedure. First contact your case manager or service provider to voice your concern and try to resolve your complaint. If you would like to speak with someone else, both a local CSB advocate and a regional advocate are available upon request to assist you in presenting your complaint to the CSB. They can be contacted at the following numbers:

Local CSB Advocate: 804-768-7248
Regional Advocate: 804-524-7247

A "complaint" is an expression of dissatisfaction, grievance or concern by, or on behalf of, an individual receiving services that has been brought to the attention of the provider, an employee of the provider, a human rights advocate or the protection and advocacy agency and alleges a violation or potential violation of state regulations or program policies and procedures related to the regulations.

Local Human Rights Committee

Any consumer or their representative who is not satisfied with a decision and action plan resulting from the complaint resolution may request a Local Human Rights Committee (LHRC) hearing by following the steps provided in the State Human Rights Regulations (12 VAC 35-115-180).

State Human Rights Committee

Any consumer or their representative may appeal to the State Human Rights Committee if he is not satisfied with any of the following:

1. An LHRC's final findings of fact and recommendations following a hearing.
2. A director's final action plan following an LHRC hearing.
3. An LHRC's final decision regarding the capacity of an individual to consent to treatment, research, or disclosure of confidential information.
4. An LHRC's final decision concerning whether consent is needed for the director to take a certain action.

Virginia Office of Protection and Advocacy (VOPA)

VOPA may also be able to help you resolve a complaint by providing disability information and resources, explaining rights and responsibilities and giving guidance on solving disability-related problems. VOPA may help by investigating complaints, negotiating solutions, providing advocacy or providing legal representation.

To Request Services:

• Call VOPA at: 800-552-3962 (toll-Free in Virginia) (Voice/TTY)
• Write to VOPA at: 1910 Byrd Ave., Suite 5, Richmond, VA 23230
• E-Mail VOPA at: generalvopa@vopa.state.va.us