Client Rights Office
Division of Mental Health and Substance Abuse Services Wisconsin Department of Health Services
The Client Rights Office (CRO) has responsibility for implementation and oversight of the client rights grievance procedure for service recipients of the state's two Mental Health Institutes, the state’s Secure Treatment Center, and the three state Centers for the Developmentally Disabled, as mandated by sec. 51.61(5) Wis. Stats. (exit DHS; PDF - scroll to page 53) and DHS 94 (exit DHS; PDF). The grievance procedure for state-operated facilities is a four-stage process and CRO has the role of investigating complaints at the third stage and providing quality assurance review and follow-up on the first two stages of the grievance procedure.
In addition, the State Grievance Examiner (SGE) is a CRO staff member who is responsible for Level III community grievances filed under DHS 94, Wisconsin Administrative Code. That grievance process is for individuals receiving services for mental illness, a developmental disability or substance abuse. It applies to all inpatient and outpatient programs in Wisconsin.
CRO also provides consultation to service providers, county agencies, department staff, clients and guardians regarding client rights and the grievance resolution procedures under DHS 94.
1. STATE-OPERATED FACILITIES
2. DHS 94 GRIEVANCE PROCESS
3. Promotion of Client Rights - CRO staff also monitor changes in client rights laws and rules and, where appropriate, recommend changes for the benefit of individuals receiving services for mental illness, developmental disabilities or substance abuse.
4. Technical Assistance - CRO staff, including the SGE, provide consultation on many topics and questions concerning client rights. They also work on various short and long-term projects to advance the cause of client rights, including guardianship, protective placement issues and consents for psychotropic medications.
If you have questions about: psychotropic medications, AODA issues, treatment for Ch. 980 patients, conflict resolution, consents, or individual rights, call (608) 267-7144 or email the CRO Client Rights Specialist.
If you have questions about: the DHS 94 grievance procedure, guardianship, mediation, or training, call (608) 266-9369, or email the State Grievance Examiner.
If you have questions about: the grievance procedure for state mental health institutes and the state Centers for the developmentally disabled, call (608) 266-3102, or email the CRO Client Rights Specialist.
If you have questions about: grievance statistics, resident deaths, training, intranet site information, decision digests, rights of minors, pamphlets & posters, legal services attorney contract issues, call (608) 266-5525, or email the CRO Supervisor.
CRO mailing address
The Department of Health Services
Telephone: (608) 266-2717 (Main division line)
Last Updated: March 14, 2013