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Appeals Process-DSR Customers have the right to be treated with respect and dignity.

If you are dissatisfied with our Customer services, or feel that your rights have been violated, you have the right to file a complaint. Your feedback is important to us. All Customer Service complaints shall be directed to the local office supervisor verbally and/or in writing. If the local office supervisor can not settle your complaint, you may submit your written statement to the attention of the DSR Program Supervisor III at the Window Rock Support Services Office

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DSR Employee Responsibilities:

Department employees have a responsibility:

  • Treat each Customer with respect, dignity and in a professional manner.
  • Uphold and protect the confidentiality of DSR Customers in accordance with the Navajo Nation Privacy Act, the DSR Professional and Ethical Standards of Employee Conduct and the DSR Pathway to Self Reliance Policy Manual.
  • Abide by the DSR Professional and Ethical Standards of Employee Conduct.
  • Provide each Customer with a Pathway to Self Reliance Policy Manual.
  • Explain to the Customer their rights and responsibilities.
  • Provide each Customer an Application for Assistance and other necessary forms.
  • Ensure Customers understand DSR requirements and consequences for non-compliance.
  • Ensure all Customers understand that if they do not agree with a decision made regarding their application or assistance, they have the right to appeal the decision.

Each DSR Direct Service Employee is responsible to:

  • Assist Customers in completing the Application for Assistance and other necessary forms.
  • Assist Customers to understand and identify their needs, interests, strengths and weaknesses as they begin to pursue self-sufficiency.
  • Make payment adjustments in a timely manner when the Customer reports a change in their circumstances.
  • Verify information provided by the Customer.
  • Provide accurate and timely determination of eligibility for DSR assistance and services.
  • At a minimum, communicate and follow-up with Customers monthly, including providing advanced notice of decisions or changes affecting Customers’ eligibility and assistance.
  • Provide adequate notice prior to home visits.
  • Provide transportation in accordance to the DSR Customer Transportation Procedures.
  • Prepare for and keep each appointment, regardless of early release or administrative leave.
  • Make every effort to keep an appointment. If for any reason, a staff is not able to keep an appointment, the staff must arrange with their supervisor to contact the Customer to reschedule the appointment or have another staff member meet with the Customer.
  • Participate in the development and monitoring of the Customer’s Personal Responsibility Plan.
  • Obtain Tribal Assistance System (TAS) certification within six (6) months after beginning the Pathway to Quality Services (PQS) training series.
  • Report a potential Intentional Program Violation (IPV) committed by a Customer or a member of the Customer’s family to the Fraud Investigations Unit when the staff suspects or becomes aware of an IPV. A DSR staff who does not report a potential IPV they are aware on will be subject to disciplinary action in accordance with the Navajo Nation Personnel Policies Manual.

Every DSR Customer has Rights:

 

  • Be treated with respect and dignity.
  • Have their privacy recognized and respected including protection of any information that identifies the Customer and their family in accordance with the Navajo Nation Privacy and Access to Information Act.
  • Be treated fairly regardless of race, ethnicity, national origin, religion, gender, age, disability, sexual orientation, or source of income.
  • Apply and receive assistance and services at any DSR office of their choice.
  • Receive a copy of the DSR Pathway to Self Reliance Policy Manual and be orientated on these policies.
  • Develop a Personal Responsibility Plan based on their interests and chosen career goals.
  • Have services provided in an appropriate manner with consideration for Customers with limitations.
  • Make written or verbal complaints and receive a resolution to their issues and concerns.
  • Due Process to appeal a decision made on their application or assistance case.
  • Receive copies of documents the Customer submitted and notices the DSR generated.
  • Withdraw their application prior to a rendered decision.
  • Bring a person of their choice to appointments and hearings.
  • Be fully informed of any decisions or changes affecting the services and assistance they currently receive.
  • Voluntarily close their case at any time.
  • Decide which minor child(ren) to be included in their Benefit Group.
  • Refuse Assistance and services offered by the DSR.

NNDSR Policy Manual

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