Crisalida's Grievance Policy
Purpose
Crisálida, Inc. is committed to ensuring all clients, staff, and community members have the right to express concerns or dissatisfaction regarding services, staff conduct, program decisions, or regulatory issues. This policy provides an accessible, fair, and timely process for submitting and resolving grievances in compliance with the Colorado Department of Regulatory Agencies (DORA).
Policy Statement
Clients and stakeholders may file grievances without fear of retaliation. Al concerns will be reviewed promptly, investigated thoroughly, and resolved transparently.
Grievances may be filed internally or directly with DORA at any time.
Right to File Directly With DORA
Individuals may submit concerns directly to the Colorado Department of Regulatory Agencies regarding licensed providers, ethical issues, or regulatory violations.
Colorado DORA Complaints
• Online complaint portal (recommended)
• Phone: 303-894-7800
• Mail: DORA - Division of Professions and Occupations, Attn: Complaint Intake,
1560 Broadway, Suite 1350, Denver, CO 80202
Who May File a Grievance
• Clients and family members
• Peer recovery support specialists
• Staff, contractors, or volunteers
• Community members or referring partners
How to File a Grievance
Grievances may be submitted:
• In writing (form, letter, or email)
• Verbally to any staff member
• Anonymously (via designated inbox or reporting method)
• Directly to DORA for concerns involving licensed professionals or regulatory
requirements
Information to Include (Optional)
Name and contact information, description of the concern, dates, individuals involved, and desired resolution. Anonymous complaints are accepted and investigated to the extent possible.
Internal Grievance Process
1. Acknowledgment: Crisálida, Inc. will acknowledge receipt within 5 business days.
2. Investigation: The Compliance Officer or designee will review documentation,
interview involved parties, and evaluate compliance with policies and regulations.
3. Response: A written response will be provided within 30 calendar days
summarizing the findings and any corrective actions. Extensions may be issued in
writing if needed.
4. Appeal: If dissatisfied, the complainant may request an appeal within 10 business
days. A final written determination will be issued within 20 business days by an
administrator not involved in the original review.
Non-Retaliation
Crisálida, Inc. strictly prohibits retaliation against any person who submits or participates in a grievance. Confirmed retaliation will result in disciplinary action, up to and including termination.
Confidentiality
Al grievance records are confidential and maintained securely for seven (7) years in accordance with regulatory requirements.
Right to File Directly With DORA
Individuals may submit concerns directly to the Colorado Department of Regulatory Agencies regarding licensed providers, ethical issues, or regulatory violations.
Quality Improvement
Crisálida, Inc. reviews grievance trends at least annually to strengthen service quality, staff development, and organizational compliance.