Grievance Policy

ARISE is committed to provide quality services to all persons who wish to work with us.  However, if at any time you are dissatisfied with ARISE services or an ARISE staff member, you should follow these steps:

  1. Talk to the staff person directly about your concerns.
  1. If the situation is not resolved to your satisfaction, contact the staff person’s supervisor or the department manager. You should do so within one week of experiencing dissatisfaction.
  1. If the situation is still not resolved to your satisfaction, you must provide a written description of your complaint to the Director of Quality Improvement. If you are not able to provide your complaint in a written format, you still must contact the Director of Quality Improvement who can provide you with further assistance in the process.
  1. The Director of Quality Improvement will review the information provided and will schedule a meeting including all individuals involved to resolve the issue. A written response will be provided to you within two weeks of the meeting.
  1. If the problem is still not resolved to your satisfaction, you may speak with the Chief Executive Officer. The Chief Executive Officer will provide a written response to you within two weeks of speaking with you.
  1. If, after receiving a written response from the Chief Executive Officer the issue still has not been resolved, you may speak with the President or Vice President of the Board of Directors. A written response will be provided to you within two weeks of speaking with the President or Vice President.
  1. At any time you may ask the front desk receptionist for the name and contact information of any ARISE employee, including your ARISE staff person’s supervisor.

If you are uncomfortable taking any of the steps above, you may contact the Office of Adult Career and Continuing Education Services- Vocational Rehabilitation Office of Vocational and Educational Services for Individuals with Disabilities or the Client Assistance Program, which can help resolve your complaint.

  • New York State Education Department
    Office of Adult Career and Continuing Education Services – Vocational Rehabilitation (ACCES-VR)
    Quality Assurance and Monitoring Unit
    89 Washington Avenue, Room 560 EBA
    Albany, NY 12234
    Phone:  (800) 222-5627
    Email: 
    Website:  www.acces.nysed.gov

You have the right to contact the Client Assistance Program, which is designed to assist those who are applying to or who are receiving services from federally funded Independent Living Centers (ILC’s). CAP is exclusively operated by Disability Rights New York (DRNY). If you have questions, concerns, or are experiencing disputes regarding this ILC, please feel free to contact DRNY for assistance:

  • Client Assistance Program (CAP)
    Disability Rights New York
    725 Broadway, Suite 450
    Albany, NY 12207
    518-432-7861 (Main Phone)
    518-512-3448 (TTY)
    800-993-8982 (Toll Free)
    (Email)

 

Individual/Family Rights & Responsibilities Statement

Individual Rights:

  1. You have the right to be treated with respect, courtesy and honesty by staff and providers.
  2. You have the right to be safe and free from physical, emotional, psychological, and sexual abuse.
  3. You have the right to confidentiality with regard to all information contained in written and verbal records, unless a release of information or confidentiality waiver has been signed. This includes the right to see, correct, and control access to these records. However, there are specific situations when ARISE may be legally obligated to break confidentiality, such as someone telling a staff person that they are going to hurt themselves or someone else (i.e. suicide, murder, or abuse.)
  4. You have the right that HIV and/or substance abuse related information will be confidential, in accordance with New York State Confidentiality Law.
  5. You have the right to thorough explanations about how your information and records are being kept and used, as well as how your information and records are being shared with others.  You have the right to thorough explanations of the agency’s mandated reporting responsibilities.
  6. You have the right to be provided with, and have the opportunity to engage in, meaningful and productive activities and services consistent with your goals.
  7. You have the right to express your thoughts and feelings and participate in a person-centered process of planning activities that enhance your ability to live as independently as possible.
  8. You have the right to be informed of all your options and be supported to choose services which you feel would benefit you, whether they are at ARISE or elsewhere.
  9. You have the right to object to and appeal any plan of service or request an alternative program or staff member.
  10. You have the right to experience both success and failure as a result of your choices.
  11. You have the right to expect service be provided in an accessible and timely manner.
  12. You have the right to have a parent(s), guardian(s), or advocate(s), if necessary, facilitate any communication with a staff member of ARISE.
  13. You have the right to expect ARISE staff to act in accordance with the agency’s mission and independent living philosophy of promoting integration and inclusion and the right to know a staff person’s professional training, certification and experience.
  14. You have the right to freedom from commercial or other exploitation.  Written permission must be obtained in order for ARISE to use your photos, name, or voice in agency related material.
  15. You have the right, personally or through your parent(s), guardian(s), or advocate(s), to voice your suggestions for staff or agency improvements and to disagree without fear of consequences.
  16. You have the right to a thorough explanation regarding the cost of service, ability to pay for services, use of insurance coverage or utilization of other subsidies. Further, you have the right to choose not to use your private insurance or other subsidies.
  17. You have the right to speak with the Chief Executive Officer regarding the services you receive at ARISE.
  18. You have the right to be aware of and to obtain a copy of the agency’s grievance procedure upon request and to be supported in the process.

Individual Responsibilities:

  1. You are responsible for treating ARISE staff and providers with respect and courtesy.
  2. You are responsible for notifying the appropriate staff member of any changes in address, phone number, insurance carrier, and/or emergency point of contact. Other information pertinent to the service(s) you receive may be required. Please discuss this with the appropriate program staff.
  3. You are responsible to follow up with and work towards your goals as agreed with your staff.
  4. You are responsible to discuss with your staff or their supervisor any concerns you have with the quality of service(s) you are receiving.

Assurance of Non-Discrimination, Equal Opportunity, and Accommodation 

It is the policy of ARISE that no person will be denied access to any program, service or activity because of race, color, religion, national origin, creed, cultural identity, ethnic background, age, gender, marital status, veteran status, disability, genetic predisposition or carrier status, or sexual orientation.  Each program will take affirmative steps to ensure that individuals and families are made aware of and understand, to the extent possible, the rights to which they are entitled, and how such rights may be exercised.  Inquiries regarding this assurance should be directed to the Director of Quality Improvement.