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agency they submitted their complaint to within 10 business days and inform your direct supervisor of the discussion.

SUPERVISOR RESPONSIBILITIES 1. Acknowledge receipt of the information and remind staff member to not engage in any further discussion with the client regarding the complaint. 2. Forward information to Policy Bureau Chief within 1 business day of receipt. 3. Respond promptly to any requests from management regarding the complaint and include your direct supervisor on any response. 4. Train all staff involved with administering Medicaid on an ongoing basis about civil rights requirements. 5. Ensure all offices involved in determining eligibility or issuing Medicaid benefits display nondiscrimination posters approved or provided by OCR, 6. Provide bilingual Medicaid services in areas with a significant proportion of non- English or limited English-speaking persons. 7. Provide Language access services when needed.

CENTRAL OFFICE & CIVIL RIGHTS COORDINATOR RESPONSIBILITIES 1. Policy Bureau Chief will communicate complaints received with the Civil Rights Coordinator and DPHHS legal team. 2. Copies of complaints are sent to the Regional Office for Civil Rights within five days of receipt. 3. Publicize the federal procedures for filing a complaint regarding discrimination. 4. Respond to requests for information regarding nondiscrimination statutes and policies, complaint procedures, and the rights of clients within 10 days of the date of the request. 5. Include a nondiscrimination statement on all program informational material. 6. Ensure all graphics for Medicaid information convey the message of equal opportunity by displaying clients of different races, colors, sexes, and national origins. 7. Acknowledge receipt of any civil rights complaints received within five days and advise the complainant of the action(s) planned with a copy (cc) to the Office of Public Assistance (OPA). 8. Maintain a log of all complaints received including complainant's name, date of incident, date of complaint, basis of complaint, and the resolution of the complaint including the date of resolution. Forward the associated records to OCR prior to issuing a final disposition of the complaint. 9. Maintain a file of all discrimination and general complaints for review by federal and state reviewers. 10. Train all staff involved with administering Medicaid on an ongoing basis about civil rights requirements. 11. Inform households and grassroots Medicaid organizations of program changes OTHER COMPLAINTS: