Customer Service
Our Commitment:
Sanilac County Community Mental Health (CMH) Customer Service serves as the “front door” of the Community Mental Health Service Program (CMHSP). Our goal is to create a welcoming, helpful, and respectful experience for everyone who contacts us.
These standards apply to Sanilac CMH and to any provider or agency working within our network.
Customer Service staff can help with:
- Complaints and Grievances: Assisting individuals in filing concerns about services or experiences.
- Appeals: Helping individuals request a review of service decisions.
- Access to Rights: Connecting individuals to the Office of Recipient Rights.
- Dispute Resolution: Coordinating local dispute resolution and Fair Hearing processes.
- General Assistance: Answering questions and helping individuals understand available services and supports.
Sanilac County CMH Customer Service is available:
Monday – Friday
8:00 a.m. – 5:00 p.m.
810-648-0330
Please call and ask for Customer Service.
Filing a Grievance or Appeal
If you have a concern, we encourage you to reach out. You may file a grievance or appeal either verbally or in writing.
Any staff member can assist you or connect you directly with Customer Service.
Appeals must be filed within 60 calendar days from the date on your notice.
Definitions
Grievance
A grievance is a complaint about any issue that is not related to an Adverse Benefit Determination (ABD) or a Negative Action Determination (NAD).
A grievance may include concerns about:
- Quality of care or services
- Rudeness or unprofessional behavior
- Failure to respect your rights
- Other service-related concerns
A grievance may be filed at any time, either verbally or in writing.
Appeal / Local Dispute Resolution Process
An appeal (also called a Local Dispute Resolution Process) is a request to review an:
- Adverse Benefit Determination (ABD)
- Negative Action Determination (NAD)
You may file an appeal if you receive notice of:
- A denied service
- A reduction in services
- A suspension of services
- A termination of services
Appeals must be submitted within 60 calendar days of the notice date.
For:
- CCBHC and non-Medicaid services – A local level appeal is completed.
- Medicaid specialty services – A regional level appeal is completed.
Customer Service staff will ensure the correct appeal level is filed.