Problem Resolution Timeframes

When a change of provider request is granted, it can take 10 working days of when the request is made and a supervisor will contact the client or representative promptly when the request is received to assign a new provider. When a change of provider cannot be accommodated due to staffing reasons, the Behavioral Health Quality Assurance Manager will contact the client within ten days. Grievances and appeals must be addressed and a written response sent to the client or representative within 90 days (grievances) or 30 days (appeals) after Behavioral Health Services receives the information about the problem. Clients may also request an “expedited appeal” if they believe a decision might put them in danger or severely affect their health. If we agree to handle the request as “expedited,” we must respond to the client or representative no longer than 72 hours.