What is a Developmental Services Grievance?
If you receive Developmental Services funded or provided by the Department of Health and Human Services (DHHS) — including services for people with intellectual disabilities or autism — you have the right to file a grievance when a decision or action by DHHS, or one of your providers, affects your services, supports, or rights.
A grievance is a formal complaint. It can be about:
- A denial, reduction, or change in services or supports.
- Concerns about the quality or safety of your services, home, or program.
- A violation of your rights.
- Situations where your concerns are not being addressed, even after talking to your case manager or provider.
The grievance process exists to make sure your voice is heard and that problems can be reviewed and resolved fairly.
Summary of the Developmental Services Grievance Process
Level I – Case Manager (Informal)
- Fill out a grievance form
- You can also ask for a grievance verbally, and your case manager or provider must fill out the form for you.
- Your case manager must work with you to try to solve the problem within 16 calendar days.
If the issue isn’t resolved, your case manager will send your grievance to a DHHS Program Administrator (Level II) and notify you. The case manager should also notify Disability Rights Maine that a grievance has been filed by sending a copy to DSgrievancecopy@drme.org.
Level II – DHHS Program Administrator (Informal)
- A Program Administrator from DHHS reviews your grievance.
- They can look at documents, talk to you, and talk to your representative to understand the problem.
- They must work with you to try to solve the issue within 30 calendar days.
- You’ll get a written decision explaining their findings and decision.
Level III – Formal Administrative Hearing
- If you disagree with the Level II decision, you have 12 calendar days to request a Level III hearing.
- You (or your representative) must send a written request to your case manager and the Program Administrator explaining why you disagree.
- A hearing will be scheduled within 15 business days.
- A Hearing Officer (an independent person) will listen to you, DHHS, and any witnesses to decide what should happen.
- You can have a representative, advocate, or support person with you at the hearing.
Mediation
You can ask for mediation at any stage of the grievance process and the deadlines will be put on hold. Mediation is when you and the other side talk with a helper to solve a problem. If mediation doesn’t fix your problem, you can continue with your grievance.
Disability Rights Maine’s Role in the Grievance Process
- State rules require that all Developmental Services grievances be copied to Disability Rights Maine (DRM).
- When filing a grievance, you (or your case manager) should send a copy to DRM at: DSgrievancecopy@drme.org
- Sending this copy does not automatically mean DRM will assist with your grievance. It simply ensures that DRM is notified, as required by rule.
- If you would like to request advocacy assistance for filing a grievance or representation at a Level III formal hearing, you can contact DRM to schedule an intake appointment:
- Phone: 800-452-1948 or 207-626-2774
- Online Intake Form
Please note: DRM cannot guarantee that we will take on every grievance case, but we are always happy to provide additional information and resources to help you understand your rights and options.
FAQ – Quick Answers About Grievances
Q: Do I have to file a grievance right away?
A: No. You can try to solve the problem first by talking to your case manager or provider.
Q: Can someone help me file a grievance?
A: Yes! A case manager, a friend, family member, guardian, or advocate can help.
Q: What if I need an interpreter or other communication help?
A: DHHS must provide one for free if you ask.
Q: Will I get in trouble for filing a grievance?
A: No. It is your right to speak up if you’re unhappy or feel your rights are being ignored.