CLA’s Commitment to Continuous Quality Improvement
Community Living Alternatives routinely assesses our strengths, weaknesses, opportunities and threats in a variety of ways to ensure we are constantly evolving and improving. Through our Quality Improvement Plan we look at goals we’ve set for ourselves, regulatory requirements, employee engagement, community needs, areas in which we’ve struggled, and of course, the wants and needs of the individuals we support. In addition to building relationships with our stakeholders that encourage open communication when there is an opportunity to improve CLA, we offer employee engagement surveys, Family Advisory Committees, Support Satisfaction Surveys, as well as a grievance process should there be an issue that cannot otherwise be resolved. CLA’s grievance process for staff is outlined in the Agency Personnel Policies, Policy #23. This policy can be found at each home or on the Paychex site.
Should an individual or a substitute decision maker for an individual who is receiving supports from CLA have a complaint or grievance regarding supports they have received they are entitled and encouraged to bring that complaint to CLA. Any grievance can be submitted to either Project Director at firstname.lastname@example.org or email@example.com the Executive Director at firstname.lastname@example.org. Complaints may also be sent directly to the Department of Behavioral Health and Disability Services (DBHDS) at OLComplaints@dbhds.virginia.gov. CLA staff are available to assist individuals and their substitute decision maker(s) in filing complaints as well. All complaints submitted to CLA will be responded to immediately to acknowledge receipt. CLA will conduct a thorough investigation into all complaints and provide a final report and resolution in writing to all parties included on the complaint no later than 10 business days from the receipt of the original complaint. CLA will fully cooperate with DBHDS to address any complaints submitted to them and find appropriate resolution.