Guardian Staff
MAILING ADDRESS:
PO BOX 248
Mt. Calvary, WI 53057-9800
PHONE NUMBER:
920-253-2023
EMAIL:
chrisklemme@lakesideadvocateservices.com
Board of Directors
| PRESIDENT | TREASURER | SECRETARY |
| James Klemme | Julie Kestell | Shelley Toutenhoofd |
| president@lakesideadvocateservices.com | treasurer@lakesideadvocateservices.com | secretary@lakesideadvocateservices.com |
| 920-259-0380 |
Grievance Policy and Procedure
It is the policy of Lakeside to ensure that all clients served by the agency have the right to respect and responsive services in their best interest. Lakeside is committed to providing a simple and open grievance procedure to provide support for every client’s or interested party’s right to voice grievances. This procedure recognizes that any individual deemed incompetent retains the right to present a grievance without consent of the guardian.
At no time will an employee or Board of Director member retaliate or discriminate
against any ward or interested party acting on behalf of ward in presenting a grievance.
The following are the steps to submit a grievance to Lakeside Advocate Services or an outside third party.
- Step One: Contact the Executive Director/Guardian or Board of Director member of Lakeside to express the grievance. A grievance form will be provided and/or completed by Lakeside on behalf of the ward or interested party if required or requested. The ward or interested party may submit the grievance in a written or oral form, or any other like communication method which best suits the ward’s ability to express their grievance. If the grievance is submitted by an alternative method, the guardian shall assist in writing down the grievance for the grievance process.
- Step Two: Once the grievance has been submitted to Lakeside the investigation will begin within 3 business days and proceed until a resolution is attained. The investigation shall be completed within thirty (30) days from the day it was submitted, after which the proposed resolution will be presented to the ward or interested party within ten (10) days. In the event an extension is needed a written request will be communicated to the grievant as to the reason for the extension. Such extension shall be no longer than twenty (20) days when possible.
- Step Three: The proposed resolution will be presented the ward or interested party in the most appropriate manner in which it can be understood by the ward or interested party and a discussion can be had if necessary to finalize the acceptance of the resolution.
- Step Four: If the ward or interested party is dissatisfied with the proposed resolution the grievance will be submitted to a third-party review with the appropriate agency based on the wards age. The ward can contact the third party directly or with assistance from Lakeside. If needed Lakeside shall contact the appropriate third party at any time during the process to assist in the matter.
If you would like to submit a grievance to Lakeside Advocate Services, you can click on one of the blue buttons below.
If you would like or require assistance in submitting a grievance, please click on the button below to contact Chris Klemme.
The Contact information for the two third party review agencies are below.
Board on Aging and Long Term Care (BOALTC) Ombudsman (ages 60+)
Phone:
1-800-815-0015
Email:
Mailing Address:
1402 Pankratz Street #111
Madison, WI 53704
Disability Rights Wisconsin (DRW) Ombudsman (ages 18 through 59)
Phone:
1-800-928-8778 (mention Family Care or IRIS)
Email:
Madison Mailing Address:
1502 West Broadway
Suite 201
Madison WI 53713
Milwaukee Mailing Address:
1205 South 70th Street
Suite 500
Milwaukee, WI 53214
Department of Quality Assurance (DQA) complaint information:
If a ward or persons acting on behalf of the ward have a corporate guardianship complaint or are dissatisfied with a corporate guardianship’s grievance resolution, they have the right to file a complaint with the DQA per Wis. Admin. Code § 85.13(2). As required to provide the DQA complaint information is below. This would be as the final step in the grievance procedure if no resolution is found and accepted:
Phone:
Call the DQA toll-free complaint hotline at 1-800-642-6552. Leave a voicemail message and the call will be returned.
Email:
dhsdqacguardianship@dhs.wisconsin.gov
Mailing Address:
Division of Quality Assurance
201 E. Washington Ave., Room E300
Madison, Wisconsin 53703
Website:
https://www.dhs.wisconsin.gov/guide/complaints.htm
Online complaint form:
https://www.surveygizmo.com/s3/4488026/DQA-Complaint-Intake-Survey