(a)

1. (1)

   1. (A) An individual may request a change in counselor.
   2. (B) An individual can request a change for a variety of reasons, and the request should not be viewed negatively.
   3. (C) The counseling relationship is important, and some individuals respond differently to certain counseling approaches.
2. (2) All change requests will be given consideration.

3. (3)

   1. (A) If the Field Administrator grants the change request, there must be a case transfer meeting with the individual, the newly assigned counselor, and any involved supervisors to discuss expectations moving forward.
   2. (B) If the change request is denied, the supervisor must consult with the individual and explain the reasons for the decision.
   3. (C) At that time, the individual is provided their appeal rights.

(b) Change in counselor procedure:

1. (1)

   1. (A) Individual requests a new counselor.
   2. (B) If the call is to someone other than a counselor’s direct supervisor, that staff person will listen and talk to the individual regarding the request to gather initial information and relay that information to the counselor’s supervisor.
   3. (C) The receiver of the request must case note the discussion;

2. (2) The supervisor will:

   1. (A) Talk to the individual to gather the facts;
   2. (B) Talk to the counselor to gather the facts;
   3. (C)

(i) Review case documentation and information collected.

1. (ii) The supervisor will then offer consultation with the individual and the counselor to try to resolve the situation.

   1. (iii) If this is not successful, the remaining procedure is applied;
   2. (D) Consult with the Field Administrator to review and discuss the situation; and
   3. (E) Case note the information collected and the decision of the Field Administrator;
2. (3) If the decision is to transfer the case to another counselor, an exchange meeting will take place with the individual, the counselor, and the involved supervisors to discuss expectations moving forward; and

3. (4) If the decision is not to transfer the case to another counselor:

   1. (A)

      1. (i) A consultation with the individual must occur to explain the reason or reasons for the decision.
      2. (ii) The supervisor must provide the appeal rights to the customer; and
   2. (B) A meeting with the individual, the counselor, and the supervisor must occur to discuss the situation and next steps.