Client Grievances and Service Recovery in SUD Programs
1.5 CE hours · $4.50 · AODCEU-GRV-201
Self-paced learning for substance use disorder counselors, with applied practice, a final assessment, evaluation, and final attestation.
Learning objectives
- Recognize a complaint as information requiring a response rather than a judgment about recovery; recognize and interrupt retaliatory responses to a complaint.
- Use neutral listening to understand a concern without making unsupported findings; identify a requested remedy while distinguishing requests from promises.
- Activate safety procedures when necessary without closing the complaint pathway; distinguish service complaints from benefit appeals and support relevant internal and external options.
- Use current notices to explain the applicable process and track follow-up; share complaint information through authorized review channels without promising impossible secrecy.
- Make useful service adjustments without conditioning them on withdrawal of a concern; communicate accountability and uncertainty accurately when responding to a complaint.
- Identify recurring service barriers and escalate individual concerns through the appropriate process; create a factual complaint record that distinguishes receipt, action, outcome, and closure.
Earn your certificate after meeting the course completion requirements. This course is also included in an active Annual Pass.