Grievance & Complaint Process
Policies and important information from Acumen Residential Services .
Effective Date: November 2025
Last Updated: January 2026
Our Commitment
Acumen Residential Services Corporation is committed to ensuring that all individuals served are treated with dignity, respect, and fairness. In accordance with Maryland regulations governing Residential Service Agencies (COMAR 10.07.05), Acumen maintains a grievance and complaint process that allows individuals to raise concerns without fear of retaliation.
We believe concerns should be heard, addressed promptly, and resolved in a respectful and transparent manner.
Who May File a Grievance or Complaint
A grievance or complaint may be submitted by:
- An individual receiving services
- A family member, guardian, or authorized representative
- A staff member or volunteer
- A community partner or member of the public
Concerns may relate to services, staff conduct, rights, accessibility, or organizational practices.
Right to File a Grievance Anonymously
Individuals have the right to:
- File a grievance or complaint verbally or in writing
- Receive assistance in filing a complaint if needed
- Be free from retaliation or intimidation for raising a concern
- Have concerns reviewed in a fair and timely manner
These rights are protected in accordance with COMAR requirements related to individual rights and protections.
Types of Concerns That May Be Reported
Concerns may include, but are not limited to:
- Quality of services
- Treatment by staff or representatives
- Respect for individual rights
- Discrimination or harassment
- Accessibility or accommodation issues
- Privacy or confidentiality concerns
Emergency situations or immediate safety concerns should be reported to emergency services as appropriate.
How to Submit a Grievance or Complaint
Concerns may be submitted using any of the following methods:
- In Writing: Via email or written correspondence
- Verbally: By contacting Acumen directly
- Online: Through available website contact or inquiry forms
Assistance will be provided upon request to ensure individuals can fully express their concerns.
Review & Response
Acumen will:
- Acknowledge receipt of the concern
- Review the issue in a timely and respectful manner
- Take appropriate action consistent with applicable laws and regulations
- Communicate the outcome when appropriate
The specific review process may vary depending on the nature of the concern.
No Retaliation
Acumen strictly prohibits retaliation against any individual who files a grievance or complaint or participates in a review process. Raising concerns will not result in denial of services, reduced access, or adverse treatment.
External Reporting Options
Individuals may also contact appropriate external agencies if they believe their concern has not been resolved or wish to report directly to a regulatory authority.
Information regarding external reporting options is available upon request.
Confidentiality
All grievances and complaints are handled with appropriate confidentiality. Information is shared only as necessary to review and address the concern in accordance with law and organizational standards.
Policy Review
This Grievance & Complaint Process is reviewed periodically to ensure alignment with COMAR 10.07.05 and other applicable federal and state requirements. Updates will be posted on this page.
Contact Information
We can help clarify anything and guide you to the right next step.