It is the policy of Ocean Partnership for Children, Inc. to address every grievance related to service delivery in a respectful and expedient manner. All formal grievances shall be documented and reviewed to determine whether corrective actions and or process improvements are required when handled by supervisory or management staff. Formal grievances shall be documented on the “Service Delivery Grievance Form”. Documentation shall include name of complainant, type of complainant, (child, family, etc.), description of the grievance, actions taken to address/resolve the grievance, and disposition. A copy of all formal grievances must be forwarded to the Ombudsperson.
Description of a Service Delivery Formal Grievance
A formal grievance related to service delivery can be described as any unsatisfactory concern or problem negatively impacting the relationship between staff and youth and their families, Ocean Partnership for Children, and/or impeding delivery of services. Examples may include ethical concerns or behaviors, lack of timely response by care management staff or community providers, disrespect, discrimination, breach of confidentiality and/or privacy, failure to arrive at scheduled appointments without calling, etc.
Grievances about Ocean Partnership for Children, Inc.
In the event there is a grievance regarding service delivery, the family’s first step is to address the complaint directly with the assigned Care Manager. The family may elect to contact the Care Manager Supervisor directly instead or if dissatisfied by the response from the Care Manager.
The Care Manager Supervisor has up to three (3) working days to resolve the issue and follow up regarding the outcome(s). If the individual is not satisfied with the response by the Care Manager Supervisor, they may contact the Director of Care Management. The Director of Care Management has up to three (3) business days to reach a resolution and inform the complainant. Additionally, if the individual is still not satisfied with the resolution, they may contact the Chief Operating Officer who will follow up in three (3) business days.
If the complainant still is not satisfied by the response they have received, they may contact the OPC Ombudsperson who will facilitate a formal review.
If the complainant is not satisfied by the response from the Ombudsperson, they may contact the Chief Executive Officer.
All formal grievances handled by the Ombudsperson shall be submitted using the “Service Delivery Grievance form.” The Ombudsperson will be responsible for maintaining oversight of this process and for appropriate recordkeeping. If after speaking with the Chief Executive Officer, there is still dissatisfaction with the response, the Chief Executive Officer shall inform them of the option of contacting PerformCare.
Grievances about System Partners and or Providers
In the event the family has a grievance about a Systems Partner or Community Provider, the family’s first step is to address the complaint directly to the provider and inform their Care Manager. The Care Manager shall inquire with the family as a means of follow-up to determine whether the concern or grievance was resolved between the family and provider. If the problem persists, the Care Manager shall inform the Care Manager Supervisor.
If the Care Manager supervisor is unable to adequately resolve the problem, the Director of Care Management shall be informed. The Director of Care Management will consult with the Community Resource Director for final resolution. If a resolution is not made or there is a pattern of problems, recommendations to discontinue services with a provider shall be communicated to the Community Resource Director.
If a Care Manager has a concern or grievance about a Systems Partner or other provider, she or he shall inform the Care Manager Supervisor and follow the above procedure.
Grievances related to decisions made by the Care Manager or Care Manager Supervisor concerning service delivery or the denial or termination of services may or may not be appropriate subjects for review by the agency’s Ombudsperson. Any youth, applicant, or person who was enrolled within the last three (3) months, or his/her designee, parent or guardian shall have the right to seek review.
Grievances should be directed to the agency’s Ombudsperson who will investigate each grievance within ten (10) working days and negotiate the resolution with the complainant. A written report of the findings and suggested resolution of the grievance will be prepared within fifteen (15) working days of the initial receipt. The report will be maintained in a file at Ocean Partnership for Children, Inc., and upon request, a written response can be provided to the complainant.
If after addressing the complaint with Ocean Partnership for Children, the youth/caregiver is not satisfied with the result, they may submit a complaint to PerformCare, via phone: 877-652-7624, or in writing:
PerformCare (Contract Systems Administrator)
300 Horizon Center Drive, Suite 306
Robbinsville, NJ 08691
Alternatively, the family may submit a complaint directly to CSOC’s Office of Constituent Affairs using its dedicated email address, csoc.director@dcf.nj.gov, if they are not satisfied with the response from the entity with which they have the concern.
Finally, caregivers who are dissatisfied with CSOC’s response to a complaint or a concern may raise the matter to the DCF Office of Advocacy via email at, askdcf@dcf.nj.gov.