Home and Community Based Services Beneficiary Grievance Process & System
The new Home and Community Services and Developmental Disabilities Administration grievance system for individuals receiving Home and Community Based Services went live on July 1, 2026!
Background
The Centers for Medicare and Medicaid Services finalized the Home and Community Based Setting Access Rule in 2024, which requires states to create a grievance system for individuals receiving HCBS services under 42 CFR 441.301. These requirements strengthen participant protections and ensure consistent, timely and transparent handling of concerns.
To ensure compliance, Home and Community Services and Developmental Disabilities Administration worked together to implement this system and gathered feedback from people receiving services, community partners, and staff.
This new system offers a formal way for Individuals receiving Long-term care services or Intellectual and developmental disabilities services from Developmental Disabilities Administration to report concerns about:
- a care plan,
- care needs,
- state staff,
- a paid provider who gives care or other services outlined in the care plan, or
- the community home setting.
To ensure there is no wrong door, concerns regarding issues not covered by the grievance system will be triaged and routed appropriately.
Filing a Grievance
Individuals receiving services, their family members or authorized representatives, and advocates can file a grievance in these ways:
- Online: dshs.wa.gov
- Email: [email protected]
- By phone: 1-800-737-0617
- In person at any HCS field office.
- Mail to: Home and Community Living Administration Attn: HCLA/DDA Grievances PO Box 45600 Lacey, WA 98504-5600
To learn more about this system, please see the HCBS Grievance Roadmap.
