Department Resources

CSB Office of the Ombuds Advocate

Ways to Contact Us

The word Ombudsman, or Ombuds for short, means “agent or representative” and ensures the core work and culture of an organization creates value, fairness, equity and respect for the people it serves. The Fairfax-Falls Church Community Services Board (CSB) Ombuds Advocate informally assists individuals and their families receiving services from the Fairfax-Falls Church CSB in resolving service-related concerns related to mental health, substance use and developmental disabilities.

The Ombuds Advocate provides:

Information and/or resources when requested and how to connect to them
Advocacy to improve quality of care and greater opportunities for client inclusion in service decisions.
Confidentiality of issues and concerns.
Assistance with questions about Human Rights, and how to file a formal complaint or appeal a service decision.
Identification of trends and makes recommendations to executive leadership for systemic improvements.

An illustration of three street signs pointing in different directions with the words 'Support', 'Assistance', and 'Guidance' on them.

Are you looking for a safe and trusted place to go for information?

Are you frustrated by what feels like other people making decisions for you, about you, but not including your voice?

Do you believe your human rights have been violated?

Have you tried multiple times to address your concerns directly, but are not satisfied with the outcome or response?

If this is how you are feeling, please consider reaching out to the CSB Advocate Ombudsman.

The Office of the Ombuds Advocate supports the mission and vision of the Fairfax-Falls Church Community Services Board (CSB). By contacting the Ombuds Advocate, clients are not prevented from pursuing any other legal right or remedy to which they may be entitled under federal or state law.

The Ombuds Advocate incorporates the International Ombudsman Association (IOA) core values of:

Independence,
Impartiality,
Informality and
Confidentiality.

The CSB Ombuds Advocate does not provide the following:

Does not provide legal advice or initiate any formal legal action.
Does not engage in employee personnel and human resources matters.
Does not change or make decisions involving policy, regulations or service appeals.
Does not take sides on any issues and maintains impartiality.

If you have any questions or concerns about treatment decisions or services you are receiving through the CSB, the first step is to try to solve the problem with your service provider or the program supervisor. They will have the most detailed information about your situation.

If you cannot resolve concerns about a treatment decision with your service staff, and you have made efforts to address your concerns as mentioned above, you can initiate a formal appeal under the following circumstances:

You contacted the CSB to request services, but instead of receiving a CSB appointment, you were referred to another service provider according to the Guidelines for Access to CSB Services.
You were referred to a different level of care, either with increased or decreased intensity.
You have achieved your treatment goals and objectives and are now regarded as no longer needing the services you have been receiving.

The Ombuds Advocate will guide you during the appeal process, which may involve collecting additional documentation and coordinating with relevant medical or administrative staff.

The Ombuds Advocate can be reached by phone at 703-383-8537 and by email at ombudsadvocate@fairfaxcounty.gov.

A formal review of the treatment decision will be conducted by a Deputy Director and provided in writing. The final decision will include a detailed rationale for the decision(s), outline any actions to be taken, and offer information on further rights or steps, if applicable.

CSB Does Not Address Disputes Related to TDOs / Commitment Hearings / Appeals

If an individual is ordered by a Special Justice to participate in Mandatory Outpatient Treatment or be involuntarily admitted to the hospital by commitment, they can appeal this decision. The appeal must be filed with the General District Court within 10 calendar (not business) days from the date of the hearing and is heard by the Circuit Court.

Please note that the CSB is not able to address disputes or handle disagreements related to the TDO process, commitment hearings or subsequent appeals.

What Happens Next After You Contact Us

Step 1: Intake

Once we receive your inquiry, we will contact you to gather any additional details. If interpretation services are required at any point during the process, we will coordinate with Liberty Language Services to provide an interpreter.

Step 2: Discussion Session

Once we have a clear understanding of the concern or issue, we will coordinate with the appropriate staff or program. Meetings may be in person, virtual, or based on a conference call, depending on your availability and preference.

Step 3: Brainstorm, Advocacy and Resolution

The Ombuds Advocate will support you and the service team in developing a plan to achieve the desired outcome. If the desired outcome is not fully achievable, we will strive to advocate for comparable solutions. Additionally, recommendations for systemic improvements may be made in areas such as policy, practice, program, budget, legislative matters, or other identified areas.

CSB Policy 3100 - Consumer Dispute Resolution131.26 KB

Office of the Ombuds Advocate

Fairfax-Falls Church Community Services Board Alert:

Department Resources

CSB Office of the Ombuds Advocate

Ways to Contact Us

About the Office of the Ombuds Advocate

Appealing a Treatment Decision

CSB Does Not Address Disputes Related to TDOs / Commitment Hearings / Appeals

Please note that the CSB is not able to address disputes or handle disagreements related to the TDO process, commitment hearings or subsequent appeals.

What Happens Next After You Contact Us

Step 1: Intake

Step 2: Discussion Session

Step 3: Brainstorm, Advocacy and Resolution

Your rights

If you have a complaint

Recent Interactions

Ask Fairfax

Office of the Ombuds Advocate

Fairfax-Falls Church Community Services Board Alert:

Department Resources

CSB Office of the Ombuds Advocate

Ways to Contact Us

About the Office of the Ombuds Advocate

Mission and Vision

What We Don’t Do

Appealing a Treatment Decision

If you are unable to resolve a problem with your service staff...

CSB Does Not Address Disputes Related to TDOs / Commitment Hearings / Appeals

Please note that the CSB is not able to address disputes or handle disagreements related to the TDO process, commitment hearings or subsequent appeals.

What Happens Next After You Contact Us

Step 1: Intake

Step 2: Discussion Session

Step 3: Brainstorm, Advocacy and Resolution

Your rights

If you have a complaint

Recent Interactions

Ask Fairfax