Governmental Office Complaints: DSHS

DSHS Complaint Process:

If you are a recipient of DSHS aid or services and you believe that you have been mistreated or misled, there are several steps you can take.

1) Call Case Manager.

First, call your case manager—in most cases you will get a voice mail in which you should state your name, your contact information, briefly describe your complaint, and inform them that it is your right to receive a call back within 24 hours or you have the right to contact their supervisor and/or file a formal complaint.

2)Call DSHS Customer Relations.

If the first step is not effective, the next step is to call the DSHS Customer Relations line: 1-800-865-7801. You can file a complaint against any DSHS employee for example and usually the supervisor will then get on your case manager, and you will get a call back! Also, the operators on this line can look at your case and tell you what has been recorded, your status, who your case manager is and her/his supervisor. They can answer any eligibility questions and can give you the exact laws that say whatever they tell you (WAC 388- . . . ). However, there is no TTY line for customer relations. The other option available is to fill out a complaint form and you have the right to present the complaint, in writing, to a supervisor in the local office and the supervisor will respond within ten days. If you are not satisfied with the supervisor’s decision have the right to present a written complaint to the local office administrator, who will make a written decision within ten days.

3) Call Supervisors.

If you still do not get a call back or are not satisfied with the result, you have the option to call your case manger’s supervisor, again stating your name, your contact information, briefly describe your complaint, and inform them that it is your right to receive a call back within 24 hours or you have the right to contact their supervisor. To find phone numbers for your regions office supervisors go to http://www.wroc.org/ factsheets/dshsphone.html.

4) Fair Hearings.

If you are specifically unsatisfied about a decision made on your case, you can ask for a fair hearing. For a guide on fair hearings, see the attached guide provided by the Seattle Welfare Rights Organizing Coalition.

For additional information about your basic rights when receiving aid or services from DSHS, you can contact the Seattle WROC office at: 206.324.3063 or 1.877.330.3063. Though their information is not disability-specific, they are a great resource on how to advocate for yourself in the welfare system.

Source: Melissa Pico & http://www.wroc.org/
Updated on: March 1, 2007