What to do if you have a complaint, and what your rights are
If you have any questions or concerns about treatment decisions or services you are receiving, 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 are unable to resolve a problem with your service staff, you can begin a formal appeal process in the following situations:
- You contacted the CSB to request services but, instead of receiving a CSB appointment, you were referred to another service provider based on the Guidelines for Access to CSB Services.
- You were referred to a different level of care of either increased or decreased intensity.
- You have completed your treatment goals and objectives and are considered to no longer require the CSB service you have been receiving.
If you are unable to resolve a problem with your service staff, you can begin a formal appeal process by calling 703-383-8466 and leaving a voice mail message. Please provide your name and phone number, and state that you wish to appeal a treatment decision.
A reviewer will speak with you, your family or friends (if appropriate), and the treatment team where your services were delivered. They will also review your information in our electronic health record. The review will be completed within 10 business days, and you will be informed in writing regarding the outcome of the appeal.
Rights of Individuals Receiving CSB Services
The Fairfax-Falls Church Community Services Board operates its programs and services according to the Virginia Human Rights Regulations, 12VAC 35-115: Regulations to Assure the Rights of Individuals Receiving Services from Providers Licensed, Funded, or Operated by the Department of Behavioral Health and Developmental Services.
The goal of the Fairfax-Falls Church Community Services Board is to provide individuals with the best possible services. As a person being served by CSB, you have rights that are protected by government regulations. No one may interfere with your rights, except under special circumstances. A summary of these legally protected rights is provided below.
The CSB also has an Ethics Committee which is available to staff for consultations.
In addition, the CSB has established a protocol for appealing treatment decisions.
Summary of Legally Protected Rights of Individuals Receiving CSB Services
(If you need help understanding them, how they apply to you, or how you can get a full copy of the Human Rights Regulations, please contact staff listed below.)
The goal of the Fairfax-Falls Church Community Services Board is to provide individuals with the best possible services. As a person being served by CSB, you have rights that are protected by government regulations. No one may interfere with your rights, except under special circumstances. The following is a summary of these rights. If you need help understanding them, how they apply to you, or how you can get a full copy of the Human Rights Regulations, please contact staff.
You have the right:
- To be treated with dignity and respect
- To be well informed about your service plan
- To participate in the development of your service plan
- To have an authorized representative make decisions for you
- To be accompanied by a trusted person (or persons) when participating in services planning, assessments and evaluations
- To make informed decisions about your service plan
- To privacy, safety and confidentiality
- To be protected from abuse, neglect and exploitation
- To receive services without discrimination as prohibited by law
- To access information in your service records
- To have your complaints resolved
- To ask questions and be told about your rights
- To get help with your rights
In addition, as a person living in a residential setting, you have the right:
- To keep and use your personal belongings including sufficient and suitable clothing.
- To receive nutritional, well-balanced meals.
- To have or refuse visitors and to speak by phone or write letters to anyone unless your service plan limits this.
- To talk in private with any court appointed representative or Tim Simmons, Regional Human Rights Advocate (877-600-7437).
- To practice your religion and participate in religious services subject to their availability, provided that such services are not dangerous to self or others and do not infringe on the freedom of others.
- To be paid for work that you do which is not part of your treatment program or service plan.
Who to Ask
If you have questions, concerns, comments or need assistance understanding your rights, please try to solve the problem with your service provider or program supervisor. If you are unable to resolve a problem with your service staff and believe that your rights have been denied or taken away, you may file an official complaint with the CSB Human Rights Program Representative for your program or one of the State Human Rights Advocates. These people are here to ensure that the rights of individuals in community programs are respected. A complaint made to these individuals will be acted upon immediately.
CSB Human Rights Representatives
- Luann Healy, 703-324-7000 (TTY 711)
- Lisa Blecker, 703-324-4426 (TTY 711)
Virginia Dept. of Behavioral Health & Developmental
- Human Rights Advocate, 877-600-7437 (TTY 711)
When you participate in CSB programs, you retain all of the legal, civil and human rights that are granted you by federal and state laws. Other rights and remedies may be available. These regulations shall not prevent any individual from pursuing any other legal right or remedy to which he may be entitled under federal or state law.