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Utah DSPD Complaint List Winter 2011

DSPD Complaint List Winter 2011/Utah

SNRP has been requested by Utah State Legislature members to provide program feedback from DSPD families currently receiving services and/or on the waiting list. We need to hear your stories and experiences regarding the good, not so good, and bad of your dealings with DSPD. All information gathered will be passed on to our legislators to assist them save money and increase efficiency by making agency changes/reductions in administration, NOT services, and changing how the agency operates. Military Families (ALL branches of service, Active Duty, National Guard, and Reserve) please feel free to contribute as well.

* Individual First and Foremost

*Customer Service Not Customer Stuck With Us


The following is a list of complaints currently being compiled.

  1. Lack of knowledge by DSPD administration regarding specific services needed by the Consumer. "The Why" 
  2. Micro-managing by office staff unfamiliar with individuals and their specific needs.
  3. APMs not allowing families to use funds for the services the individual needs, instead dictating how funds will be used. SAS families unable to spend their budgets as they need.
  4. Slow response by out-of-state pay-rolling services
  5. Need to review Acumen end-of-year pay-rolling practices. Acumen gets full payment, not all employees receive pay?
  6. Improper legal actions including but not limited to: Failure to notify, proceedings occurring without notice or proper representation, proceedings occurring without full notice of actions proposed, legal action being taken without individual, individual's representative or knowledgeable persons present (Arbitrary legal action).
  7. Administration top heavy  
  8. Slow payment to vendors/contractors providing services. Accounting practises need reviewing/streamlining. 
  9. SAS families are unable to keep staff due to payroll limits lower than current general employment market. Provider companies unable to pay more than minimum (?) start wage. Turn over rates for SAS?
  10. Legislators cut services but fail to cut admin as well. "If services are cut what are extra staff administering?" Admin staff needs to be cut commensurate with the amount of services cut. 
  11. Families are unable to access case workers or apply for the wait list.
    Wait list families are unable to move up the list or gain information regarding other programs/options available. (Intake staff less than helpful) 
  12. *Review list of reasons for decreasing one-on-one funding. 
  13. Paperwork redundancies
  14. Intake workers called "case managers" giving individuals on wait list/attempting to get on wait list false impression of having an actual CM.
  15. Redundant and frequent evaluations
  16. Active Duty EFMP military families are left out of the loop (No wait list, no critical services unless referred by mental health, the courts or the penal system ~ Why are services being touted if they are not available through EFMP or DSPD?)
  17. National Guard/Reserve Deployments not counted for acuity of family needs (report to NGB/HQ) 
  18. DSPD APMs/business staff alienating private sector contractors, vendors, providers etc. by using poor business practises, slow payment, etc. "Who wants to work with DSPD? Too much trouble".
  19. Loss of transport. Individuals will need to use EMS or community contracted ambulance services  for medically related transport. Individuals unable to get to work, increased isolation with cascade MH results. 
  20. Legislature and other gov't officials fail to recognize the "Disability Care" industry IS a segment of the larger public care industry (Medical system) Needs to be fostered industry.
  21. Disconnect between upper level administration and general Consumer population.
  22. Providers being placed in a higher risk position for safety and liability problems. Decreased 1 on 1 endangers EVERYONE within close proximity and the local environment (home etc.)

 The following is a list of positive comments currently being compiled.

  1. "Small group homes do work."
  2. "Knowledgeable case workers are an asset and need to be fostered."