HCBS 07-26-01 Implementation of Standardized Grievance Process

 

MEMORANDUM FOR HOME AND COMMUNITY BASED SERVICES STAFF AND STAKEHOLDERS

 

FROM:  Veronica Jameson, Bureau Chief:  Policy and Quality Enhancements

SUBJECT:  Implementation of Standardized Grievance Process                         

This memorandum serves to inform Home and Community‑Based Services (HCBS) staff and stakeholders of the implementation of Missouri’s standardized HCBS Grievance Process. This updated process is phase one to meet the requirements set by the Centers for Medicare & Medicaid Services (CMS) under the Access Rule and ensures that all participants receiving HCBS have a clear, consistent, and accessible way to report concerns related to assessments, care planning, service delivery, and HCBS settings requirements. This updated process reinforces our commitment to person‑centered practices, participant rights, and continuous improvement across all HCBS programs. It also provides clearer pathways for resolving concerns and strengthening communication among DSDS, providers, and participants. 

DSDS staff and providers should review the new Grievance Process policy to ensure understanding of responsibilities and reporting expectations. Key Features to highlight about the Grievance Process include: 

  • Multiple accessible reporting options, including an online portal and the HCBS Call Center
  • Clear timelines for participant contact and resolution
  • A standardized review process coordinated by the HCBS Constituent Services Unit
  • Protection against retaliation for participants, representatives, and staff

 

  • 8.15

     

     

Grievance Process

 

  • Policy previously titled “Provider Complaint Process” has been updated and renamed “Grievance Process to align with the new process

 

The Grievances may be submitted using one of the following options:

Anyone may assist an HCBS participant in filing a grievance; however, the participant or their legally responsible representative must give approval before the grievance review process may begin.

Full statewide implementation is required by December 2027. Later this year, the Division of Developmental Disabilities will be incorporated into the grievance process, creating one unified process for all HCBS participants in Missouri.

The revised policies have been posted in the HCBS Policy Manual.

Questions should be directed to the Bureau of Policy and Quality Enhancements via email at LTSS@health.mo.gov.

Unless otherwise noted, policy revisions are effective upon receipt.