This policy statement establishes an organized procedure for handling both verbal and written complaints/grievances received by the Department, including complaints/grievances which are forwarded to the Department from the State Office of Consumer Relations, Complaint Coordinator.
Fremont County Department of Human Services is dedicated to providing excellent customer service and maintain a healthy customer relationship at all levels. This policy is to ensure all complaints/grievances are handled as efficiently and effectively as possible.
Making a Complaint
A person wishing to make a complaint may do so in writing or verbally to:
- The staff member they were dealing with at the time, unless you are making a complaint about that person. Our staff are empowered to resolve complaints, whenever possible, at first contact.
- The supervisor of the unit in which you are submitting your complaint. If you are not satisfied with the first contact response, your request will also be referred to the supervisor.
- The manager over the unit in which you are filing your complaint. If you are not satisfied with the 1st contact response and/or the supervisor response, you may follow up with the manager of the team.
- The director of the agency. If you are not satisfied with responses you have received, you can request the complaint escalate to the director.
- To Department of Health Care Policy & Financing for all Medicaid complaints.
Information needed for the complaint
- Your name and contact details.
- The name of the person you have been dealing with about your complaint.
- The nature of the complaint.
- Details of any steps you have already taken to resolve the complaint.
- Details of conversations you may have had with us that may be relevant to your complaint.
- Copies of any documentation which supports your complaint.
Fremont County Department of Human Services is committed to resolving issues at the first point of contact, however, this will not be possible in all circumstances. Once your complaint has been received, we will undertake an initial review of your complaint. We are committed to resolving your complaint within 10-business days. If we are unable to resolve your complaint within 10-business days, we will inform you of the reason for the delay and specify a date when we will be in a position to finalize your complaint.
Once we have finalized your complaint, we will advise you of our findings and any action we have taken in writing, unless it has been mutually agreed that we can provide it to your verbally.
Other than responses to the State Complaint Coordinator, no complaint response may be made which in any way violates or could lead to a violation of the rules and regulations pertaining to the confidentiality of records; or in any way jeopardize an individual’s privacy.
If you are not satisfied with the response you have received at the county level or you prefer to file your complaint directly with the state office, you may do so at the below contacts.
Cash Assistance programs, SNAP, Child Support, Low-Income Child-Care complaints please contact Client Services via one of the following methods:
Contact Info
Online: Fill out the complaint form
English: https://docs.google.com/forms/d/e/1FAIpQLSc7s0ndUw06ed0ey4Fy3s3Kk9jffjKhZ08_nDltDqa5Ig76jw/viewform
Spanish: https://docs.google.com/forms/d/e/1FAIpQLSfdxv59NdvuFoPoT9JT80bPPBiY9E7sJTKel0jiu_ozxuy0Xg/viewform
Phone: 303.866.3275
E-mail: cdhs_clientservices@state.co.us
Medicaid Complaints
All Medicaid complaints must go through HCPF.
https://hcpfccc.my.salesforce-sites.com/CountyMemberWebform
Department of Health Care Policy and Financing
1570 Grant St.
Denver, CO 80203
Phone: 1-800-221-3943
Fax: 303-866-2828
State Relay: 711
Email: hcpf_membercomplaints@state.co.us
Child Welfare
English: https://docs.google.com/forms/d/e/1FAIpQLSe2kyXqfwzsmDFMpxJ8bYkZksFzaCPwvciSjV1iQhSlDbrNhw/viewform?vc=0&,c=0&,w=1
Spanish: https://docs.google.com/forms/d/e/1FAIpQLSer-Jud766GFCBhA8cpFjehsMQOA-FiTbHdpiTpSAyHe6mJNA/viewform
- Phone: 303.866.3275
- Email: cdhs_clientservices@state.co.us
Child Protection Ombudsman: https://coloradocpo.org/
Grievances/Complaints:
A County Complaint Coordinator for Fremont County Department of Human Services will be designated to handle complaints received. A back-up Complaint Coordinator for conflict-of-interest cases will be designated.
The attached grievance form must be completed and turned into the Fremont County Department of Human Services at 172 Justice Center Road, Canon City, CO 81212.
- All complaints/grievances will be directed to the complaint coordinator within 10-days of receipt.
- All complaints/grievances will be logged in on a spreadsheet which will include date of complaint, complaining parties name, nature of complaint, results and date written final decision is mailed. All complaints will be logged regardless of the source or apparent merit of the complaint.
- The complaint will be researched which will include gathering information necessary for problem identification and clarification. This may include interviewing staff members or the complaining party, viewing Trails, ROCs, CBMS, case records and viewing volume rules.
- Possibly referring clients/individuals to the proper unit in the Department or to another agency when such referral would result in an immediate resolution of the problem; making other appropriate responses or referrals as may be necessary to mitigate a complaint.
- Closure of the grievance/complaint and issuing a final written decision must be completed with thirty-five (35) days of receipt of the complaint/grievance.
- If the complaining party feels their complaint has not been resolved to their satisfaction, a referral will be made to the Office of the Child Protection Ombudsman for child welfare grievances or the appropriate State agency for the other programs at the request of the complaining party.