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Supervisor. If the Licensing Specialist assigned to the provider’s case in ICCIS is not available, the Designee, CCPO Administrative Staff, or MOA licensing office is to contact the CCPO or MOA main number, as applicable, for a Licensing Specialist, Licensing Supervisor, or member of the CCPO or MOA Management Team to be made available to receive the call. When a complaint is received in writing regarding a Licensed provider or unlicensed (illegally or legally operating) facility, the Designee, CCPO, or MOA licensing office is to forward the complaint the same day by email or fax to the CCPO or MOA. A fax cover page with the subject line: “Complaint Received regarding a Licensed provider” is to be sent including the contact name and number of the sender in case there are additional questions. A case note is to be entered documenting a complaint was received and the action taken, but the details of the complaint are not to be included. The Designee, CCPO, or MOA licensing office will contact the CCPO or MOA main telephone number to confirm the faxed complaint was received and is legible.

Upon confirmation all documents were received and are legible, the Designee, CCPO, or MOA licensing office will shred their copy of the documents.

When a complaint has been received via voicemail regarding a Licensed provider or unlicensed (illegally or legally operating) facility, the Designee will complete the Complaint Intake form with the information received via voicemail and forward the information by fax to the CCPO or MOA, based on where the facility is located. A fax cover page with the subject line: “Complaint Received regarding a Licensed provider” is to be sent including the contact name and number of the sender in case there are additional questions. A case note is to be entered documenting a complaint was received and the action taken; however, the details of the complaint are not to be included. The Designee, CCPO, or MOA licensing office will contact the CCPO or MOA main telephone number to confirm the faxed complaint was received and is legible. Upon confirmation all documents were received and are legible, the Designee, CCPO, or MOA licensing office will shred their copy of the documents.

The following steps are to be followed only if the Designee was unable to connect the complainant with a Licensing Staff or CCPO Management Team member and the Designee completed the Complaint Intake Form. The Designee will:

1. Immediately Notify Supervisor