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FOOD AND NUTRITION SERVICES MANUAL GENERAL PROCEDURES & REQUIREMENTS FNS 120 COMPLAINTS AND FAIR HEARING PROCESS

3 Change #1-2021 May 1, 2021 120.04 STATE COMPLAINT PROCEDURES The N.C. Department of Health and Human Services (DHHS) maintains a system for handling complaints filed by participants, potential participants, or other concerned individuals or groups. Complaints regarding such areas as processing standards, general service to participants or potential participants, and complaints in areas not covered by fair hearing or discrimination complaint procedures are processed in the following manner. A. The N.C. DHHS ensures that each reported incident is studied, resolved in the appropriate manner, and corrective or remedial action taken when warranted. The N.C. DHHS notifies the complainant of the disposition of the complaint within a reasonable period of time. B. Records of complaints received, and their disposition are filed and checked periodically for possible patterns of deficiencies. When appropriate, any identification of causal factors is included in the State Corrective Action Plan. C. Forward complaints of discrimination, including the information in Section 125.03 C, to the N.C. DHHS within five calendar days at the address below. This information will then be sent to USDA. North Carolina Department of Health and Human Services Carlotta Dixon, MHS, CPM Program Compliance Section Chief Equal Employment Opportunity Title VI Civil Rights Coordinator 820 S. Boylan Avenue 2401 Mail Service Center Raleigh, N.C. 27699-2401 NOTE: Complaints regarding such areas as processing standards and service to participants are generally handled under this complaint procedure. 120.05 County Complaint Tracking Requirements A. The local Department of Social Services is required to track customer complaints received by workers, supervisors, or agency call centers, regardless of the reason on the state approved custome complaint tracking log. At the end of each quarter it is the counties responsibility to analyze, determine trends and take appropriate actions such as staff meetings, training, etc. B. The customer complaint log must be submitted to the Division of Social Services every six months to determine the potential need for statewide training and/or process improvement. • Complaints made October 1st through March 31st are due to the state office no later than April 30th. • Complaints made April 1st through September 30th are due to the state office no later than October 31st.