Grievance Policy

State of Indiana Coordinating Unit Grievance Policy

LUNA appreciates and wants your feedback on our interpreting services. We are committed to providing top notch language access for all of our Deaf, hard of hearing and non-English speaking consumers and value your input. Below is LUNA’s step-by-step process for handling grievance or complaints that might arise under our work with the state of Indiana.

Handling Complaints

Due to the nature of the listed complaints, LUNA will handle the situation with diplomacy, decorum and professionalism using the following steps as a guide:

  1. Attempt to resolve the complaining “in house” while minimizing disruption of services to the consumer as much as possible.
    1. Document facts of the situation.
    2. Can be anonymous if necessary, but the more information the better.
  2. Follow up with those involved with complaint to make sure it was resolved.
  3. Follow up two weeks after complaint was sent to make sure complaint was resolved.

Handling Grievances

Due to the gravity of the grievances listed above, LUNA will handle the situation with diplomacy, decorum and professionalism using the following steps:

  1. Must collect grievance in documented written/video form (cannot be anonymous).
  2. Notification of grievances
    1. For a state funded assignment, DHHS must be made aware as soon as grievance is received, even before resolution and will be involved in the resolution process as needed.
    2. For a non-state funded assignment, LUNA’s management team will be made aware as soon as the grievance is received and will be involved in the resolution process as needed.
    3. Other stakeholders, including interpreter, will be notified after resolution has been found.
  3. Find resolution with as little disruption to services as possible.

Two Levels: Examples of Complaints and Grievances

Types of complaints Types of grievances
Not arriving on time or at all Breaching confidentiality
Leaving early without notification to agency Poor business practices (i.e. taking advantage of state or agency system)
Showing outward disrespect to assignment stakeholders Unprofessional boundaries
Team interpreter not working An individual allows their state or national certification lapse or has it taken away
Lack of skill for the job Interpreter engaged in illegal activity
Not a good interpreter/consumer match HIPAA violation
Personality issues Drug/alcohol violation

 

IMPORTANT: LUNA has the responsibility of referring serious infractions (complaints or grievances) to the staff at DHHS (for state funded assignments), regardless of whether or not resolution has been found.

Contacts for Complaints or Grievances:

Anonymous feedback should be emailed to feedback@LUNA360.com.

To report incidents involving grievances or anything requiring a further conversation should be sent to one of the following LUNA representatives:

If there is any emergent issue that arises in the course of an assignment, a LUNA representative is available 24 hours a day, 7 days a week:

LUNA Language Services Office:
317.341.4137