1.2.1  Accessing and Viewing the Service Delivery Grievance Database:

1. After opening Lotus Notes, go to “File”, then to “Database”, then click on “Open”.  (You must have access to Lotus Notes.  As necessary, staff shall contact their area technical coordinator for such access.)
2. Under “Server:  ”scroll to and select the server on which you receive your lotus notes mail.  Under “Database:  ”scroll down to and select“ CQI Activity Log and Discussion” and click on “Open”.
3. Click on “Grievances”.  This will open the grievance database and from here grievance information and trends by county, circuit, area, grievance issue, service received, grievance profile, quarter, and grievance level can be viewed.

1.2.2  Entering Initial and Level One Grievance Information into the Service Delivery Grievance Database:

1. Follow steps one through three in the previous instructions for accessing and viewing the grievance database.
2. If entering data for Level One, click on “Create New Service Delivery Grievance”.
3. Enter the following data into the required fields from the paper copy of the Service Delivery Grievance Form:

NOTE:  Use the tab key to advance to each field.

• Date Grievance Initially Filed: Enter the date (01/01/2001) that the County Office received the initial grievance form, usually indicated by a date stamp.
• County:  Enter the county in which the grievance was filed by either typing in the name of the county or clicking on the arrow to the right of the field, selecting the county, and clicking on “okay”.
• Name:  Enter the first and last name of the person filing the grievance.
• DCN:  Enter the DCN of the person filing the grievance.
• SSN:  Enter the SSN of the person filing the grievance.
• Grievant Profile: Click on the arrow to the right of the field and then click on the profile type that best describes the person who is filing the grievance.  Then click “okay”.  If “other” is selected, a hidden field will pop up requesting an explanation for that choice.  Enter what is meant by “other” in this field.
• Category of Grievance Issue: Click on the arrow next the field and select the category/categories of grievance that best describes the issue/issues being grieved.  More than one category may be selected if there is more than one grievance issue.  If “other” is selected, a hidden field will pop up requesting an explanation for that choice.  Enter what is meant by “other” in this field.
• Type of Services Received: Click on the box next to the service/services that are being received by the person filing the grievance.  More than one box may be selected if more than one service is being received.
• Level:  Click on the arrow next to the field and then click on “1”.  This should put a check mark beside the “1”.  Click on “okay”.
• Date of Level One Determination: Enter the date that the Level One determination was completed and signed by the Circuit Manager or Supervisor III by typing in the date (01/01/0001) or clicking on the calendar option in the right of the field box and then clicking on the appropriate date.
4. Click on “Save and Close” which is located at the top of the form.  Initial grievance and Level One information has now been entered and saved in the database.

1.2.3  Entering Level Two Grievance Information into the Service Delivery Grievance Database:

1. Follow steps one through three in the previous instructions for accessing and viewing the database.
2. In order to enter Level Two determination information, the original Service Delivery Grievance information for Level One must be located in the database.  To do this, click on the “Search” icon and select “Show Search Bar”.
3. In the box next to “Search For”, type in the last name of the person who filed the grievance and click on the “Search” button.  This will search the database for all persons with that name.  A search may also be done by DCN or SSN if needed.  Once a match is found that database entry will appear below with a bold box around it.
4. Double click inside the bold box.  This will open up the original data entry form for that particular person.
5. Click on the “Edit” icon.
6. Tab to the “Level” field.  Click on the arrow next to the “Level” field and then click on “2”.  There should now be a check mark beside the “1” and “2”.  Click on “okay”.  Be sure to leave a check mark by the “1”.
7. Click anywhere next to the “Level 1” tab and this will refresh the page and a “Level 2” tab should appear.
8. Enter the date (01/01/0001) that the Level Two determination was signed by the Regional Director or his/her designee by typing in the date (01/01/0001) or clicking on the calendar option in the right of the field box and then clicking on the appropriate date.
9. Click on the “Save and Close” icon.  Level Two information has now been entered and saved in the database.

NOTE:  The only information to be edited is the Level and Date of Level 2 Determination fields.  All other information should remain the same.

1.2.4  Entering Level Three Grievance Information into the Service Delivery Grievance Database:

1. Follow steps one through five in the previous instructions for Entering Level Two Grievance Information.
2. Tab to the “Level” field.  Click on the arrow next to the “Level” field and then click on “3”.  There should now be a check mark beside the “1”, “2” and “3”.  Click on “okay”.  Be sure to leave a check mark by the “1” and “2”.
3. Click anywhere next to the “Level 2” tab and this will refresh the page and a “Level 3” tab should appear.
4. Enter the date (01/01/0001) that the Level Three determination was signed by the Division Director or his/her designee by typing in the date (01/01/2001) or clicking on the calendar option in the right of the field box and then clicking on the appropriate date.
5. Click on the “Save and Close” icon.  Level Three information has now been entered and saved in the database.

NOTE:  The only information to be edited is the Level and Date of Level 3 Determination fields.  All other information should remain the same.