top of page

Thriving Beyond Boundaries Grievance (CLTS)

 

Purpose

 

Thriving Beyond Boundaries is committed to providing respectful, safe, and person-centered services. This policy explains how children, parents/guardians, and others acting on a child’s behalf can share concerns, file complaints, and request resolution without fear of retaliation.

 

Scope

 

This policy applies to:

  • CLTS participants and their parents/guardians

  • Prospective participants seeking information

  • Any person acting on behalf of a participant (with appropriate permission)

 

Non-retaliation

 

Thriving Beyond Boundaries will not retaliate against any person for raising a concern or filing a grievance.

 

What issues can be addressed through this grievance process

 

You may use this process for concerns about Thriving Beyond Boundaries, such as:

  • Service quality, professionalism, communication, or scheduling

  • Staff or contractor conduct

  • Respect, dignity, and cultural responsiveness

  • Privacy or confidentiality concerns

  • Safety concerns (non-emergency)

 

Concerns about county authorization or CLTS decisions

 

If your concern involves a decision made by the county waiver agency/support coordinator (for example, denial, reduction, termination of waiver-covered services, or provider choice issues), you may have the right to file a county grievance and or a state appeal (fair hearing). The CLTS Participant Rights notice describes these rights and includes deadlines (for example, certain eligibility appeals within 45 days and service decision appeals within 90 days).

 

Thriving Beyond Boundaries can help you identify the appropriate county contact or next steps, but we do not decide county authorization outcomes.

 

How to file a grievance with Thriving Beyond Boundaries

 

A grievance may be submitted in any of the following ways:

​

 

What to include (if available):

  • Child’s name and parent/guardian name

  • Best contact information

  • Date(s) of concern

  • Brief description of what happened

  • Desired outcome or request

 

Website forms: Please do not include private medical details, Social Security numbers, Medicaid ID numbers, or other sensitive personal information in online forms or regular email.

 

Timeframes

​

  • Acknowledgement: We will acknowledge receipt within 5 business days.

  • Review and response: We will provide a written response within 30 calendar days, unless an extension is needed (for example, if key staff are unavailable). If extended, we will notify you in writing with an updated target date.

  • If you disagree with the decision, you may request reconsideration within 10 days

 

Review process and decision

​

  1. Intake and logging: The grievance is logged in the agency grievance log.

  2. Assignment: A designated Grievance Coordinator reviews the complaint.

  3. Fact-finding: We may interview involved parties and review documentation.

  4. Resolution: We will provide a written decision that includes:

    • Summary of the concern

    • Steps taken to review it

    • Findings (as applicable)

    • Resolution steps and timeline

 

Urgent safety concerns

​

If there is immediate danger, call 911. If the concern involves abuse or neglect, we will follow mandated reporting requirements and notify the appropriate authorities.

​

Records and confidentiality

​

Grievance records are maintained securely and shared only with individuals who need the information to review and resolve the concern.

​

Additional rights and external complaint options

​

Depending on the nature of the concern, individuals may also have rights under Wisconsin client rights grievance procedures (DHS 94) for certain service systems. The Wisconsin DHS Client Rights Office provides models and information on the grievance process.

bottom of page