There may come a time in your relationship with the Division of Developmental Disabilities (DDD) or with a DDD provider when communication breaks down or you feel your needs are not being met. Support Coordinators, Supervisors, Area and District Program Manager are available to assist you with resolving issues and concerns.
All members, guardians, providers, and community members have the right to file a grievance regarding an issue or concern. A grievance is an official statement of complaint or an expression of dissatisfaction.
If you have a grievance, we recommend you share your concern with your Support Coordinator, the Supervisor, Area or District Program Manager. Or, you may contact:
DDD Customer Service Center (CSC)
Or, you may send us your complaint in writing:
DES Division of Developmental Disabilities
2200 N Central Ave Suite 200
Mail Stop 2HB3
Phoenix, AZ 85004
DDD Customer Service representatives are available to immediately assist you with any grievances you may have.
When contacting the Customer Service Center, your grievance is entered into the Division’s electronic Resolution System. It is then assigned to a Customer Service Representative or to someone in the District or the area of responsibility (for example, Claims, Provider Network, Contracts).
The complainant will be contacted within 24 hours to gather more information. The Division will also provide notice of the grievance decision within 90 calendar days after receiving the grievance. Receipt and resolution of grievances will be recorded in DDD’s Resolution System.
Grievance Process for Individuals Determined Seriously Mentally Ill (SMI)
The SMI grievance process applies only to adults who have been determined to have a serious mental illness (SMI) and to all behavioral health services received by the member.
You can file a grievance if you feel:
- Your rights have been violated.
- You have been abused or mistreated by staff of a provider.
- You have been subjected to a dangerous, illegal, or inhuman treatment environment.
You must file an SMI grievance within 12 months of the rights violation occurring. Your grievance must be filed with your DDD Health Plan provider, either UnitedHealthcare Community Plan or Mercy Care Plan. Contact your DDD Health Plan’s member services department using the number on your ID card to file your grievance.
Your DDD Health Plan will respond in writing within 5 days of receiving the Grievance, the Division of Developmental Disabilities will respond in writing to the person filing the Grievance confirming the receipt of the Grievance.