Notice of Client Grievance Procedure

Persons applying for services from Disability Rights Legal Center’s Disability Rights Advocacy Center (DRAC) may lodge a grievance if they believe their problem is within the scope of DRAC’s work and it is declined.  Clients may also lodge a grievance related to the handling of their case or matter.  This notice describes how to file a grievance and how a grievance is handled.

Appealing DRAC’s Decision

If DRAC declines to provide services (either referral, brief representation or full representation), or you are dissatisfied with the outcome with respect to your DRAC representation, you may lodge a grievance as outlined below.

How to File a Grievance.  Callers who believe their call was handled in an unprofessional manner should discuss the problem with Community Advocacy Program Director Heather Benton via phone at (213) 736-1031 or via email at Heather.Benton@drlcenter.org.  You should attempt to resolve all other concerns informally by either contacting the Community Advocacy Program Director or the Managing Attorney of the Disability Rights Advocacy Center.  (All contact information can be found at:  http://disabilityrightsadvocacycenter.org/contact/.)  To the extent that your issue is not resolved through informal efforts, you may file a grievance.

To file a grievance, complete the attached grievance form below.  Indicate the decision you believe was incorrect and why you think it was wrong.  Explain who made the decision and when it was made.  The form must be postmarked or emailed within 30 days from when you were informed of the decision. This form will be reviewed by the Disability Rights Legal Center (DRLC) Executive Director.

How the Executive Director Handles a Grievance.  The executive director will investigate your grievance, review your file (if any), talk to you and discuss your case with the staff involved in making the decision.  This includes the program director you were working with or the managing attorney.   The executive director may talk to people who know about the decision you are disputing and may ask you to meet with the department director, managing attorney and/or other staff.  The executive director will then decide whether the decision was consistent with information DRAC had, its priorities and resources.  You will receive a written decision from the executive director within 30 days of your complaint.

Grievance forms can be mailed or emailed to:

Disability Rights Legal Center/DRAC

Attn: Executive Director

350 S. Grand Ave, Suite 1520

Los Angeles, CA  90071

Email: Stacey.Proctor@drlcenter.org

Appeal to the DRLC Board of Directors

If you are dissatisfied with the outcome of the executive director’s decision, you may appeal to the DRLC Board of Directors by writing a letter within 15 calendar days of the executive director’s decision.  The letter should address why you called DRLC’s Disability Rights Advocacy Center (DRAC), the decision you believe was wrong, and why you believe the executive director’s decision is incorrect.  The board of directors will make every effort to notify you of their decision within 30 days unless it indicates that it needs more time. The board is the final decision maker of Disability Rights Legal Center and its programs: Disability Rights Advocacy Center (DRAC) and Cancer Legal Resource Center (CLRC).  All letters to the board should be addressed as follows:

President

Board of Directors

Disability Rights Legal Center

350 S. Grand Ave, Suite 1520

Los Angeles, CA  90071

There is no opportunity under this grievance procedure for a hearing and/or in person presentation to the executive director or the board of directors.

Find a fillable form here.