Private Organization Accreditation

CSS Healthcare Services provides Community based health services to the young, the elderly and to Individuals with Developmental Disability. Founded in 1997, we have the ability to offer a variety of quality community-based services to our clients, which has greatly contributed to our growth and success.


Domestic Violence Intervention Services, Inc.

Donna Mathews, Associate Director

Becoming accredited and maintaining our accreditation through COA has helped us increase our professionalism and thereby provide better services to domestic violence, sexual assault, stalking, and dating violence survivors.
read more>>

CRR 96.41: Procedures for responding to complaints and improving service delivery

Procedures for Responding to Complaints and Improving Service Delivery

Table of Evidence

Self-Study Evidence On-Site Evidence On-Site Activities
  • Complaint policies and procedures 96.41 (a), 96.41 (b), 96.41 (c), 96.41 (d), 96.41 (e), 96.41 (f), 96.41 (g)
  • A narrative describing how the agency/ person ensures its employees do not discourage complaints or retaliate against complainants 96.41 (e)
  • Quality improvement program/system description 96.41 (h)
  • Complaint Records 96.41 (b), 96.41 (c), 96.41 (d), 96.41 (e), 96.41 (f), 96.41 (g)
  • Quality improvement documents (e.g., meeting minutes, aggregate data and reports) 96.41 (h)
  • Interview:
    1. Employee 96.41 (a), 96.41 (b), 96.41 (e)
    2. Clients 96.41 (a), 96.41 (b), 96.41 (e)
    3. Former clients 96.41 (e)
    4. CEO 96.41 (c)
    5. Supervisors 96.41 (c)
    6. Employee(s) responsible for complaints 96.41 (d)
    7. Employee(s) responsible for overseeing quality improvement 96.41 (h)
  • Review case records or other documentation verifying client receipt of complaint procedures 96.41 (a)
Copyright © 2018 Council on Accreditation. All Rights Reserved.  Privacy Policy and Terms of Use