State of Tennessee Department of Intellectual and

State of Tennessee Department of Intellectual and Developmental Disabilities DIDD Advocacy Services (& Customer Focused Services) 1

Advocacy Services The Division of Advocacy Services was established to ensure that DIDD listens to and responds to the needs and concerns of people we support and their families so that we are their best advocate. 2

Customer Focused Services (A sub-division of Advocacy Services) Upon Request – Customer Focused Services staff: Attend COS meetings on behalf of persons supported [i.e., our customers] acting as their voice, listening empathetically, and providing consultation and guidance Conduct Complaint Resolution Sessions for customers, their family representatives and/or their legal reps Provide Self-Advocacy opportunities thru Focus Groups Provide Conflict Resolution Training and Services Provide Mediation via CFS ADR: Rule 31 Mediator 3

Complaint Resolution Complaint Resolution is a process created for and available to those receiving DIDD services CFS Coordinators can be contacted for assistance by Individuals, their reps, concerned citizens, People Talking to People, etc. CFS Coordinators assist by listening, advising, guiding, networking on consumer’s behalf, etc. Issues resolved include: communication, health, environmental, training, decision making, treatment, financial, human rights, etc. Services include: Residential, Day, PA, etc. 4

Focus Groups CFS Coordinators facilitate and/or attend meetings for customers. The direction these meetings take is largely driven by participant interest. Topics range from employment, education, relationships, etc. CFS Coordinators can also attend parent, Provider, ISC and other DIDD stakeholder meetings in effort to advocate on DIDD customer’s behalf 5

Conflict Resolution CFS Coordinators provide Conflict Resolution services for DIDD stakeholders Conflict Resolution is typically employed when barriers to services are identified Barriers include disputes in decisionmaking authority, communication breakdown, misunderstanding DIDD requirements, etc. Conflict can be between customers, parents/families, legal reps, providers, etc. 6

CFS Mediation Mediation is an option intended for use in extreme cases of dispute; thus, is rare Mediation can be requested by disputants who have attempted Complaint Resolution and/or Conflict Resolution without success On the continuum of options disputants can choose, Mediation falls between CFS Conflict Resolution offering and utilization of the judicial system 7

CFS Contacts: WEST Region Dr. Vickey Coleman, State Director of CFS (Advocacy Services) 1-901-356-6324 (cell) Yolanda Beason, CFS Coordinator 1-901-745-7523 Debbie Hammons, RN 1-901-745-7505 8

CFS Contacts: Middle Region Tom O’Brien, Asst. State Director of CFS 1-615-231-5499 or 1-615-517-6088 (cell) Sherry Baskerville, CFS Coordinator 1-615-231-5492 9

CFS Contacts: EAST Region Dr. Michael Mailahn, CFS Coordinator & Rule 31 Mediator 1-865-588-0508 EXT.236 Chaneth Quemore, CFS Coordinator 1-865-588-0508 Ext. 228 10

Q&A Q: Who is to provide a Complaint Resolution System? A: Per the DIDD Provider Manual (Section 18.2) Providers are expected to establish a complaint resolution system: Examples of “Providers” include – Providers of Day, Residential and Supported Employment Services, Providers of Clinical (Nursing, Behavioral and Therapy) Services, Providers of Support Coordination [ISC] Services 11

Q&A Q: How Formal is this process to be? A: Upon admission and periodically, providers should notify each person supported (family, guardian and/or legal rep) of their Complaint Resolution System, its purpose, and the steps involved to access it. In the event that persons supported (et. al) do not agree with the provider’s proposed solution to a complaint, they may contact the DIDD Regional Customer Focused Services Coordinator for assistance. 12

Q&A CFS involvement could include formal mediation or intervention meetings. The provider’s Complaint Resolution System will be reviewed for appropriateness during the provider’s DIDD Quality Assurance survey. Retaliation against anyone reporting a complaint to the Provider or DIDD is strictly Prohibited 13