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HIV Case Management Program: Grievance Procedures

All clients enrolled or participating in the Kentucky HIV/AIDS Care Coordinator program have a right to due process in filing a grievance if they feel they have not received fair treatment by the Kentucky HIV/AIDS Care Coordinator program or staff at any of the care coordinator regional sites. Individuals not enrolled or participating in the Kentucky HIV/AIDS Care Coordinator Program also have the right to file a grievance. No client or individual will be harassed nor will punitive action be taken in the event a client or individual exercises this right. Any client or individual filing a grievance regarding the Kentucky HIV/AIDS Care Coordinator Program must use the following steps when filing a grievance:

Step 1
If a client/individual encounters a problem/incident with the Kentucky HIV/AIDS Care Coordinator program, the client/individual must discuss the problem directly with the care coordinator regional site in which the problem/incident occurred within five working days of the incident or time when client/individual became aware of the problem/incident. For accurate record keeping, please record the date and time this discussion occurred, along with the name of the person the problem/incident was discussed with, as this information may prove helpful later.

Step 2
If discussing the problem/incident with the care coordinator regional site in which the problem/incident occurred fails to resolve the problem, the client/individual should submit a written grievance to the director/supervisor of that care coordinator regional site (please contact the regional care coordinator site directly for current mailing address) within two weeks after the problem/incident was discussed. The grievance MUST include:

  1. Date(s) and time(s) the problem/incident occurred;
  2. Staff involved;
  3. Description of the problem/incident;
  4. Description of the discussion with staff of the care coordinator site involved

Each care coordinator regional site has its own grievance policies and procedures, therefore the client/individual may want to request a copy of that region’s policy.

The client/individual should keep one copy of the grievance letter for his or her records. In addition, please mail a copy of the grievance letter to:
The Kentucky HIV/AIDS Care Coordinator Program
Care Coordinator Program Administrator
275 East Main St.
Mail Stop HS2E-C
Frankfort, KY 40621-0001
1.800.420.7431

Step 3
If client/individual is not satisfied with the decision/response of the care coordinator regional site, the client/individual may forward all written materials within five working days after receiving the decision/response to the particular program in which the grievance is being filled.

For grievances regarding Care Coordination send to:
Kentucky HIV/AIDS Branch
KHCCP Administrator
275 East Main St.
Mail Stop HS2E-C
Frankfort, KY 40621-0001

For grievances regarding the Kentucky AIDS Drug Assistance program send to:
Kentucky HIV/AIDS Branch
KADAP Administrator
275 E. Main St.
Mail Stop HS2E-C
Frankfort, KY 40621-0001

For grievances regarding Kentucky Health Insurance Continuation program send to:
Kentucky HIV/AIDS Branch
KHICP Administrator
275 E. Main St.
Mail Stop HS2E-C
Frankfort, KY 40621-0001

A response will be made in writing within five working days of receiving the grievance materials.

Step 4
If the client/individual is not satisfied with the HIV/AIDS Care Coordinator program administrator’s response, the client/individual may forward all written materials of the grievance to the HIV/AIDS Branch Manager within five working days after receiving the care coordinator’s response to:
Kentucky HIV/AIDS Branch
HIV/AIDS Branch Manager
275 East Main St.
Mail Stop HS2E-C
Frankfort, KY 40621-0001

A response will be made in writing within five working days of receiving the grievance materials.

Step 5
If the client/individual is not satisfied with the HIV/AIDS Branch Manager’s response, the client/individual may forward all written materials of the grievance within five working days after receiving the Branch Manager’s response to:
Division Director
Division of Epidemiology and Health Planning
275 East Main St.
Mail Stop HS2E-C
Frankfort, KY 40621-0001

The Division Director will respond in writing within five working days of receiving the written materials. The Division Director’s decision will be final.

HIV/AIDS case management>Current clients