1. A. This Section applies to participant complaints about the Jobs Program, including complaints about service providers.
2. B. Each service provider shall establish a written complaint resolution procedure that shall be posted and given to participants. The complaint resolution procedure shall include an opportunity for an informal dispute resolution meeting between the participant and the service provider and inform the participant of the right to elevate the complaint to the Program Administrator if the participant is not satisfied with the service provider decision.
3. C. A participant shall continue to participate in the Jobs Program while the complaint resolution is pending, unless the participant has established a good cause reason for not participating. If a participant fails to participate, the Jobs Program shall initiate the sanction process as provided in R6-10-124 or withholding as provided in R6-10-125.

4. D. A participant shall use all applicable steps of the following process to seek a resolution of a complaint:

   1. 1. The participant shall attempt to informally resolve a complaint at the lowest management level. However, if a participant believes that a complaint to the service provider would be futile, the participant may complain directly to the Program Administrator under R6-10-122(D)(4).
   2. 2. The participant shall submit the complaint orally or in writing to the participant’s service provider. The service provider shall assist the participant with writing the complaint upon request of the participant.
   3. 3. Upon receipt of the participant’s complaint, the service provider shall respond in writing within seven days of the date the complaint was received. The response shall provide the reason for the decision and identify any action taken by the provider to remedy the complaint. The response shall explain the participant’s right to elevate the complaint for review to the Program Administrator or designee if the participant does not agree with the decision.
   4. 4. If the service provider takes no action to resolve the complaint or the participant is not satisfied with the action, the participant may submit a complaint orally or in writing to the Program Administrator or designee.
   5. 5. The Program Administrator or designee shall issue a written decision within 30 days after the date the complaint is received. The Program Administrator or designee shall consider the participant’s employment and career development plan, applicable statutes, rules, and policy, and, if applicable, the terms of the service provider’s contract in reaching a decision.

Historical Note

Adopted effective January 10, 1977 (Supp. 77-1). Amended effective July 27, 1983 (Supp. 83-4). Repealed effective June 6, 1995 (Supp. 95-2). New Section adopted effective July 31, 1997, under an exemption from the provisions of A.R.S. Title 41, Chapter 6 (Supp. 97-3). Former R6-10-122 renumbered to R6-10-121; new R6-10-122 made by final rulemaking at 11 A.A.R. 5371, effective January 14, 2006 (05-4). Section R6-10-122 repealed; new Section R6-10-122 renumbered from R6-10-120 and amended by final rulemaking at 25 A.A.R. 3235, effective December 7, 2019 (Supp. 19-4).