1. Notice as to the existence of an established client appeal procedure and the availability of a copy upon request will be provided:

a. orally, at intake, to a caller who disagrees with a determination that he or she is not eligible under our programs or that their case is not within priorities

b. in the rejection letter for a case within priorities

c. in the retainer agreement;

d. in a case closure letter for a case that is closed before the client believes he has achieved a satisfactory resolution.

2. Grievance Procedure steps

a. Clients are encouraged to discuss any disagreement with the Disability Rights NC employee with whom you have been in contact, within 30 days of the action with which they disagree. This step is optional; the client may initiate their grievance with the Executive Director if you wish to do so, as outlined below.

b. If the client is dissatisfied with the Disability Rights NC employee's response or proposed action, they may appeal to the Executive Director within 30 days of the action or decision. The appeal may be made in writing, or in a format accessible to them, to the

Executive Director
Disability Rights North Carolina
2626 Glenwood Ave Suite 550
Raleigh, NC 27608

c. Upon receiving an appeal, the Executive Director will investigate the action or decision and examine any additional information submitted with the appeal. The Executive Director may request that a staff person not involved in the action being complained of conduct an independent legal analysis of the grievance, as appropriate. The Executive Director will issue a written decision regarding the complaint within 30 days of receiving the request.

d. If the client is dissatisfied with the Executive Director's decision, they may seek review by the Disability Rights NC Governing Board Executive Committee within 30 days of receiving the Executive Director's decision. The request for review by the Disability Rights NC Board Executive Committee may be made in writing or in a format accessible to the client to:

President, Board of Directors
Disability Rights North Carolina
2626 Glenwood Ave Suite 550
Raleigh, NC 27608

e. Upon receipt of a request for review by the Board Executive Committee, the Executive Director will distribute the request for review and the supporting materials to the members of the Board Executive Committee. The Board Executive Committee will consider the request and confer to make a decision. A written decision will be issued within 30 days of the receipt of the request for review.

f. Disability Rights NC will provide reasonable accommodation to the client, if requested, during this process.