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PBH Local Business Plan 2007 Office of Consumer Affairs serve in an ombudsman role and advocate for individuals, and assist consumers as requested with appeals and grievances. The Director is involved in activities that promote and support the empowerment of consumers. This department supports the Client Rights Committee and participates in projects with the PBH Consumer Family Advisory Committee, including the PBH Person Centered Conference. Quality Management Department: PBH has an extensive system for the management of complaints and grievances. Complaints and grievances are well documented when they are received, and assigned by the Quality Management Department to various PBH staff or departments for resolution. The Quality Management Department ensures that complaints and grievances are resolved, and monitors the time it takes to resolve each one. Complaint data is reported to the State, as well as to the PBH Client Rights Committee, the PBH CQI Steering Committee, PBH Management, and the PBH Board of Directors. The Quality Management Department also monitors reports of incidents received from providers. Each incident is reviewed and recorded into the PBH incident data base. If more information is needed, a Quality Management staff contacts the provider, or if indicated, PBH conducts an investigation to evaluate the incident and to assure consumer health and safety. If the health and safety of the consumer are at risk, PBH makes immediate reports to local and state agencies; and takes action to remove the consumer from the situation. PBH has standard reports that evaluate incidents by severity as well as by type (abuse, deaths, neglect, exploitation, rights violations). This information is reviewed by the PBH CQI Steering Committee, the PBH Client Rights Committee and PBH Clinical Management. Community Relations: The department is responsible for the development of local community relationships as well as collaboration with local organizations, public agencies and advocacy groups. These relationships are essential for the array of community activities and services that support individuals with disabilities within each local community. The focus is on activities at the county level, recognizing that the infrastructure and systems in each county are unique. The department coordinates communication with key stakeholders and supports county level Community Advisory Councils and the Consumer Family Advisory Committee. The unit conducts outreach and education activities in the community regarding MH-DD-SA issues, as well as focused activities on the special mental health needs of the geriatric population. The unit is responsible for the development of materials and information for consumers, families and the public at large; materials must be consumer friendly, responsive to cultural issues and available in a variety of media. ` 33