MULTI-COUNTY COUNSELING, INC.
CLIENT ORIENTATION HANDBOOK
HOURS OF OPERATION AND AFTER HOURS SERVICES
MCCI’s Services are regularly and normally available Monday through Friday from 9:00 AM to 5:00 PM with appointments available before 9 AM and after 5 PM or on weekends for clients who are working or going to school during regular office hours.
CONTACTING YOUR COUNSELOR FOR AN AFTER HOURS CRISIS OR EMERGENCY
Your therapist, ______, may be reached after hours for emergencies by calling:
Therapist Name
______.
Telephone Number
CLIENT GRIEVANCE AND APPEAL
MCCI Client Grievance Policy and Procedure in Accordance with 450:15-3-45, 450:27-5-45, 450:18-11-1, 450:18-11-3, and 450:18-11-4
1. All clients (adults/youth) receiving services from MCCI shall be informed of this agency's grievance
process and be provided with a grievance notice.
2. If a client requests to file a grievance, the person who receives this information should notify the
Grievance Coordinator as soon as possible.
3. The Grievance Coordinator for each program shall keep a file of blank pre-numbered grievance forms.
The Grievance Coordinator will assist the client with filling out the grievance form and writing the information.
4. The Grievance Coordinator will link the client with the Local Advocate, who will serve as the client’s on-
sight advocate.
5. Multi-County Counseling, Inc.’s, timeframe for resolving grievances is fourteen (14) days; but, more
specifically Multi-County Counseling, Inc., will adhere to the following schedule for resolving grievances to ensure compliance with this standard.
6. The Executive Director will be notified within 24 hours of a complaint being filed.
7. The Decision Maker and will attempt to resolve the problem within two (2) days. The Decision Maker
will involve the person filing the grievance, and the person against whom the grievance is intended.
8. The Decision Maker will submit a copy of the grievance and a written explanation of the results to the
Executive Director, if the result is satisfactory to the client. If the result is not satisfactory to the client, the Executive Director will attempt to resolve the matter within three (3) days. If the result is still not satisfactory, the grievance will be reviewed by the Board of Directors within three (3) days. Before close of business on that third (3rd) day, the president of the Board shall make written notice of the Board’s decision to the client of the Board's review. The decision of the Board shall constitute the final appeal level within Multi-County Counseling, Inc., in the settling of the client’s grievance. The client may at any time during the grievance period take his/her concern directly to Oklahoma Department of Mental Health and Substance Abuse Services, Consumer Advocate, by telephoning the Office of Consumer Advocacy at (405) 573-6605 or toll-free 1(866) 699-6605.
9. If the child is in the custody of the Department of Human Services and has not accepted the resolution of the board, the Executive Director shall immediately forward the grievance, together with the proposed resolution and all supporting documentation to the Office of the Advocate Defender, P. O. Box 15352, Oklahoma City, Department's Grievance and Abuse Review Committee.
10. Under certain unusual circumstances, Multi-County Counseling, Inc., personnel are obligated by law or professional ethics to provide information to an outside agent. Examples of this type of disclosure include: An order of the courts for records or witness, reporting of suspected or apparent child abuse to the Oklahoma Child Abuse registry, reporting potential suicide or actual attempt at suicide, to legal parent/guardian, educational or medical authorities, and reporting criminal activity to the proper authority immediately. Staff will confer with the Regional Director and or the Executive Director before reporting the situation described above to the proper authorities. If neither the Regional Director nor the Executive Director are available, the staff person will then contact the proper authorities as soon as possible and then provide a written report to supervisory management.
11. *If the grievance is against the Local Advocate, the Grievance Coordinator, or the Decision Maker, a Local Advocate and a Grievance Coordinator from a different site will be assigned to the grievance, and a Decision Maker Pro tempore will be designated by the Executive Director*.
12. After a grievance process has been completed and a decision made, the Executive Director and designated board member shall review each grievance with the Board of Directors to ensure compliance with the grievance policy and determine, if necessary, any corrective action needed to ensure future compliance with the grievance policy. This will be reflected in board meeting minutes.
MCCI GRIEVANCE NOTICE
The Board of Directors of MCCI has adopted a complaint resolution system designed to ensure fair consideration of complaints made by or on behalf of clients receiving services from the programs of MCCI and quick resolution of those complaints.
WHO MAY FILE A COMPLAINT: Any client receiving services from the program, or any person interested in the welfare of a client receiving services from the program (e.g., relative, foster parent) may file a grievance.
WHAT COMPLAINTS ARE CONSIDERED: The complaint may be about any rules, policy, action, decision or condition made or permitted by the agency or any agency employee.
WHEN A GRIEVANCE MAY BE FILED: It is important that grievances be filed as soon as possible. The client and or interested person(s) may at any time during the grievance period take his/her concern directly to Oklahoma Department of Mental Health and Substance Abuse Services, Consumer Advocate, by telephoning the Office of Consumer Advocacy at (405) 521-4256 or toll-free 1(866) 699-6605.
HOW TO FILE A GRIEVANCE: Get a client grievance form from the Grievance Coordinator. Write your complaint on the form and include how you would like to have the problem resolved. Sign the form and return it to the Grievance Coordinator. You may request assistance from the Grievance Coordinator, or another staff person of your choice, in getting the form, writing, and filing the grievance.
The Grievance Coordinator will immediately link you with the Local Advocate who may assist in filing your grievance, answer questions, or provide information about the facility, the admission and/or discharge processes, or other basic human needs while in treatment. The Local Advocate will work with agency staff to ensure your needs are met at the lowest level possible and that client rights are enforced and not violated. The Local Advocate contacts clients involved in or who witness Critical Incidents or Sentinel Events while in treatment to ensure needs are being met and serves as the agency liaison to the Office of Consumer Advocacy.
Within two (2) days after your grievance is filed, an attempt will be made, with your participation to resolve the problem (see Grievance Procedures Section) with the Agency’s Decision Maker. YOU HAVE A RIGHT TO FILE GRIEVANCES, TO RECEIVE A WRITTEN RESPONSE TO YOUR COMPLAINT, AND TO APPEAL IF YOU ARE NOT SATISFIED WITH THE RESPONSE. IF ANY PERSON ATTEMPTS TO DENY YOU THESE RIGHTS OR PENALIZE YOU FOR FILING A GRIEVANCE, CONTACT: THE LOCAL ADVOCATE; OR, THE OFFICE OF CLIENT ADVOCACY, THE ADVOCATE GENERAL, Oklahoma Department of Human Services, P. O. Box 25352, Oklahoma City, OK 73125 or call (405) 525-4850, or AT ANY TIME YOU MAY GRIEVE DIRECTLY TO THE OKLAHOMA DEPARTMENT OF MENTAL HEALTH AND SUBSTANCE ABUSE SERVICES, CONSUMER ADVOCATE, BY TELEPHONING THE OFFICE OF CONSUMER ADVOCACY AT (405) 521-4256 or toll-free 1(866) 699-6605.
The Grievance Coordinator: Sheila Dickerman, Multi-County Counseling, Inc., Purcell, OK, (405) 527-1785
The Local Advocate: Khrystal Blankenship, Multi-County Counseling, Inc., Purcell, OK, (405) 527-1785
The Decision Maker: Jaylene B. Lander, M.S., LBP, LADC/MH, MAC, CCJS, DBAE, ICAADC, Clinical Vice-President, Multi-County Counseling, Inc., Purcell, OK, (405) 527-1785
I acknowledge that the contents of this notice were explained to me on,
See Acknowledgment(s) in Certification Section of the Assessment/Intake Packet.
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MULTI-COUNTY COUNSELING, INC.
CLIENT GRIEVANCE FORM
CLIENT NAME: ______
CLIENT ADDRESS: ______
______
______
CLIENT TELEPHONE: ______
MY GRIEVANCE IS: ______
______
MY RECOMMENDED SOLUTION IS: ________________________________________________
CLIENT SIGNATURE: ______DATE:______
CLIENT RIGHTS
MCCI Client Rights in Accordance with 450 27-5-43, 450:15-3-3, 450:15-3-27, 450:18-11-1, 450:15-3-2 (a), (b), and (d), and other related provisions within OAC 450:15
You have the right to a comprehensive copy of your "Client's Rights" as set forth in accordance with the Oklahoma Department of Mental Health and Substance Abuse Services. For your comprehensive copy please ask the Administrative Assistant or call (405) 527-1785 or toll-free 1 (888) 527-6325 to request your copy. Thank You.
COMMUNICATION OF CLIENT RIGHTS - Clients’ Rights are posted in all MCCI clinics and in the administrative offices of MCCI.
As a routine part of the initial interview process, each client(s) will receive a copy of his/her/their rights and have them explained to him/her/them in language that is understandable. If the client’s primary language is other than English, a copy of the clients’ rights will be provided in the native language (as much as possible). Documentation that these rights have been received and explained is to be indicated by the client signature on the acknowledgment page of the Initial Assessment/Intake Request for Services form.
CLIENT RIGHTS
ALL PERSONS RECEIVING SERVICES FROM MCCI INC. SHALL RETAIN AND ENJOY ALL CONSTITUTIONAL, AND STATUTORY RIGHTS, BENEFITS AND PRIVILEGES GUARANTEED TO ALL CITIZENS OF THE STATE OF OKLAHOMA AND THE UNITED STATES OF AMERICA, EXCEPT THOSE SPECIFICALLY LOST THROUGH DUE PROCESS BY A COURT OF LAW. IN ADDITION, ALL PERSONS SHALL HAVE THE RIGHT GUARANTEED BY THE SUBSTANCE ABUSE CLIENT’S BILL OF RIGHTS, UNLESS AN EXCEPTION IS SPECIFICALLY AUTHORIZED BY THESE STANDARDS OR AN ORDER OF A COURT OF COMPETENT JURISDICTION. EACH CLIENT SHALL BE NOTIFIED OF THESE GUARANTEED RIGHTS AT ADMISSION. SHOULD THE CLIENT BE A MINOR, HIS/HER PARENT OR LEGAL GUARDIAN, INCLUDING COURT ORDERED GUARDIANS, SHALL ALSO BE INFORMED. IF THE CLIENT CANNOT UNDERSTAND THE LANGUAGE IN THE BILL OF RIGHTS, AN ORAL EXPLANATION SHALL BE GIVEN IN A LANGUAGE THAT THE PERSON CAN UNDERSTAND.
MCCI supports and protects the fundamental human, civil, and constitutional rights of the individual client. Each client has the right to be treated with respect and dignity and is provided this synopsis of the Bill of Rights as listed below:
(1) Each consumer shall retain all rights, benefits, and privileges guaranteed by law except those lost through
due process of law.
(2) Each consumer has the right to receive services suited to his or her condition in a safe, sanitary and
humane treatment environment regardless of race, religion, gender, ethnicity, age, degree of disability,
handicapping condition or sexual orientation.
(3) No consumer shall be neglected or sexually, physically, verbally, or otherwise abused.
(4) Each consumer shall be provided with prompt, competent, and appropriate treatment; and an individualized
treatment plan. A consumer shall participate in his or her treatment programs and may consent or refuse to
consent to the proposed treatment. The right to consent or refuse to consent may be abridged for those
consumers adjudged incompetent by a court of competent jurisdiction and in emergency situations as
defined by law. Additionally, each consumer shall have the right to the following:
(a) Allow other individuals of the consumer's choice participate in the consumer's treatment and with the
consumer's consent;
(b) To be free from unnecessary, inappropriate, or excessive treatment;
(c) To participate in consumer's own treatment planning;
(d) To receive treatment for co-occurring disorders if present;
(e) To not be subject to unnecessary, inappropriate, or unsafe termination from treatment; and
(f) To not be discharged for displaying symptoms of the consumer's disorder.
(5) Every consumer's record shall be treated in a confidential manner.
(6) No consumer shall be required to participate in any research project or medical experiment without his or
her informed consent as defined by law. Refusal to participate shall not affect the services available to the
consumer.
(7) A consumer shall have the right to assert grievances with respect to an alleged infringement on his or her
rights.
(8) Each consumer has the right to request the opinion of an outside medical or psychiatric consultant at his or
her own expense or a right to an internal consultation upon request at no expense.
CLIENT RIGHTS Continued
(9) No consumer shall be retaliated against or subjected to any adverse change of conditions or treatment
because the consumer asserted his or her rights.
MCCI’s policy is to train all staff, contract employees, students, and volunteers in these rights and to insist on their observance as part of staff’s program specific orientation. MCCI’s policy and procedure is to ensure each client enjoys, and has explained to him/her these rights, which are visibly posted in public areas of the facility.
EVENTS - BEHAVIORS - ATTITUDES THAT MAY LEAD TO LOSS OF PRIVILEGES
RIGHT TO RECEIVE SERVICES
MCCI believes that Clients Rights are non-negotiable and cannot be taken away. Privileges, however, may be lost or restricted because of violation of program rules. Individuals admitted as clients for outpatient treatment may be dismissed from treatment with MCCI and referred to an alternate treatment program for continued treatment under the following circumstances:
1. When the client habitually misses scheduled appointments without telephoning [no call - no show 3 times
consecutively];
2. If the client presents at the home of the counselor [unsolicited presentation] violating the client/counselor
boundary;
3. If the client comes to a scheduled appointment under the influence of an illicit substance or a licit substance
being used outside of medical advice/directions, carrying a weapon; possessing illicit substance or,
4. Failure to actively work with counselor toward treatment of goals and objectives (consistent resistance to
services).
5. Displays of aggression or violence toward self, other clients, agency staff, or visitors.
6. Other circumstances requiring that the counselor staff the case with his/her Regional Director and the
Clinical Vice-President of the Board before the decision to dismiss and refer can be made.
** Note that for above Items #2, #3 and possibly #5 (depending upon the specific circumstance) an Incident Report will be required for presentation to and review by the Board of Directors for determining further action, if any. **