cc complaint manual 0111

8/22/2019 CC Complaint Manual 0111

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Customer Complaint Resolution Manual

January 2011

The Maine Department of Labor provides equal opportunity in employment and programs.

Auxiliary aids and services are available to individuals with disabilities upon request.


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Maine CareerCenter Customer Complaint Resolution Manual January 2011 1

Table of Contents

Maine CareerCenter Customer Complaint Resolution Manual. . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Customer Complaint Resolution Policy 4

LocalOfceResponsibilities 5

Complaint File Requirements 7

Quarterly Complaint Log Sheet 8

Completion of the Quarterly Log Sheet 9

Sample of Completed Log Sheet 11

Types of Complaints 12

Complaint Type 12

Conditions 12

How to Handle Complaints Locally 13

How to Handle Complaints at State Level 15

ETA Form 8429 16

Completion of ETA Form 8429 17

Complaint Resolution 18

Specic CareerCenter-Related Programs and Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Veterans Services 20

H-2A Programs 22

Migrant and Seasonal Farmworkers 24

Apparent or Field Check Violation 25

Apparent or Field Check Violation Form 26

Trade Adjustment Assistance 28

Competitive Skills Scholarship Program 29

Referred Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

DepartmentofLaborPersonnel 32

Discrimination 34

AmericanswithDisabilitiesAct 38

Wage and Hour Division 39


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Maine CareerCenter Customer Complaint Resolution Manual January 20112

DivisionofVocationalRehabilitation 40

Division of the Blind and Visually Impaired 43

State Complaint System Administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

State Complaint Resolution Administrator 46

Hearings 48

Discontinuation of Services to Employers 51

Appendix A Master List of Personnel and Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

State Agencies 56

Equal Opportunity Contacts 57

Federal Agencies 58

Appendix B Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59

Appendix C Sample Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Appendix D Posters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73


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Maine CareerCenter Customer

Complaint Resolution ManualThe Maine CareerCenter system strives to assure that every customers needs are met and that customers

aresatisedwiththeservicestheyreceive.Fromtimetotime,customersoftheemploymentservices

systemmayhavecomplaintsaboutprocesses,violationsofemploymentlaws,employerpractices,

discrimination,unsafeworkingconditions,andthelike.Thismanual is designed to help CareerCenter

staffrespondtothesecomplaintsinatimelyandefcientmanner.UnderFederallaw,itisourdutytodo

so within certain time constraints

The processes described in this manual are intended for use for all customer complaints regarding

programs and services offered by CareerCenters. This includes ofces of Service Providers who

administer the Workforce Investment Act programs, as well as CareerCenter Service Points.

Exceptincaseswherecomplaintsneedtobereferredtoadifferentorhigherentityimmediately,

complaintsshouldberesolvedatthelocalCareerCenterlevel,andguidanceisgivenhereabouthow

complaintsareexpectedtobehandled.Detailsarealsoincludedinthismanualabouthowcomplaints

notresolvedatthelocallevelshouldbereferredtotheappropriateagencyorperson.

Thismanualappliesto,andismadeavailableto,allCareerCenterandServiceProvidermanagement

and staff


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Customer Complaint Resolution Policy

Policy Objectives

Respondtoandattempttoresolvecustomercomplaintsatthelocallevelasquicklyaspossible,

whenever appropriate

Ensurecomplaintsareresolvedtothecustomerssatisfactionwheneverpossible.

Provide CareerCenter managers and staff with an understanding of the formal complaint process for

all programs operating within the CareerCenter

Denejointsupervisor/managerialresponsibilitiesforprocessingandresolvingcustomercomplaints.

Responsibility of CareerCenter Managers

ItwillbethejointresponsibilityoftheCareerCenterManagersandServiceProviderManagersto

workcollaborativelytoensurethecomplaintresolutionprocessiscarriedoutinauniform,timely,and

consistentmanner.TheBESCareerCenterManagersareresponsibleforforwardingallcomplaintresolution documentation to the State Complaint Resolution Administrator for their related Service

Provider locations

Guidelines

Whenpossible,complaintsandgrievanceswillberesolvedlocallywithoutinvokingthemoreformal

processes.TheoverallobjectiveoftheCareerCenterComplaintResolutionProcessistoresolve

complaintsquicklytothesatisfactionofthecomplainantwheneverpossible.Theprocessforhandlingand

responding to customer complaints is detailed in this manual

Condentiality

Theidentityofthecomplainant(s)andanypersonswhofurnishinformationrelatingto,orassistingin,an

investigationofacomplaintshallbekeptcondentialtothemaximumextentpossible,consistentwith

applicablelawandafairdeterminationofthecomplaint.


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Local Ofce Responsibilities

1 AllcomplaintsbeingreferredtoanenforcementagencyortotheStateComplaintResolution

AdministratorshouldbesubmittedimmediatelywithacopyofcompletedETAForm8429and

allsupportingdocumentation.Insomecases,thereisaveryshorttimeallowedforresolvingthe

complaint

2 AteachlocalofcewheretheServiceProviderisco-located,theBESManagershallberesponsiblefor the management of the complaint system

If the complaint concerns an employee of the service provider or a program service provided by service

provider staff, the BES manager will collaborate with the service provider manager on resolving or

referring the complaint.

Allcomplaints,regardlessofthestaffemployer,shouldberecordedontheLogSheetandhavean

ETA Form 8429 completed

3 Inastand-aloneWIAofce,theprovidermanagerwillberesponsibleforcarryingoutthecomplaint

system

4 InformationpertainingtotheuseoftheCareerCentercomplaintsystemispublicized.Thisshall

include the prominent display of a complaint system poster (If You Have a Complaint) in each

localofce,satelliteordistrictofce.

5 CareerCenter-relatedcomplaintsmaybeledinanyCareerCenterofceorwiththeBES

administrativeofce.

AllCareerCenter-relatedandnon-CareerCenterrelatedcomplaints,otherthanthoseinvolving

discriminationandWIA-relatedmatters,shallrstbehandledbythelocalCareerCenterManagers

orassignedbytheCareerCenterManagertoalocalofceemployeetrainedintheprocess.

The local WIA service provider manager will attempt to resolve WIA Title I related complaints Any

WIATitleIrelatedcomplaintsunresolvedbythelocalWIAserviceprovidermanagementmustbe

referredtotheLocalWorkforceInvestmentBoard(LWIB)ExecutiveDirectorfornallocallevel

resolution.Ifthecomplaintremainsunresolved,thecomplaintwillbereferredbytheExecutive

Director to the State Complaint Resolution Administrator

6 Thereshallbeanappropriateofcialavailableduringregularofcehourstotakecomplaintsin

eachlocalofce.

7 IfaCareerCenterofcialreceivesacomplaintinanyformwhichissignedbythecomplainantand

includessufcientinformationtoinitiateaninvestigation(DoesitansweralltheETA8429complainan

questions?),thedocumentshallbetreatedasifitwereaproperlycompletedComplaint/Referral

Form(ETA8429)ledinpersonbythecomplainant.

a. Thelocalofceofcialshallsendaconrminglettertothiseffecttothecomplainant(Seesample

inAppendixCNoticationofComplaintReferral).


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b. Ifthecomplainanthasnotprovidedsufcientinformationtoinvestigatethematterexpeditiously,

thelocalofceofcialshallrequestadditionalinformationfromthecomplainant.

8 Withinvedaysoftheendofeachquarter,thelocalofceManagerwillsubmittheLogSheetfor

thepreviousquartertotheStateComplaintResolutionAdministratorattheBESadministrativeofce,

forsubmissiontotheU.S.DOLRegionalofce.

9. Reporting Schedule

First Quarter JulySeptember ReportdueOctober5

Second Quarter OctoberDecember Report due January 5

Third Quarter January March Report due April 5

Fourth Quarter April June ReportduebyJuly5

10. Record retention

Recordsregardingcomplaintsandactionstakenonthecomplaintsmustbemaintainedforaperiod

of not less than three years from the date of resolution of the complaintSource: 29 CFR 37.39

11. Equal Opportunity

Duringeachpresentationtoorientnewparticipants,newemployees,and/orthegeneralpublictoits

WIATitleInanciallyassistedprogramsoractivity,theCareerCenterorWIAserviceprovidermust

include a discussion of rights under the nondiscrimination and equal opportunity provisions of WIA

andtherighttoleacomplaintofdiscriminationwiththeEqualOpportunityOfcer.(SeelistofEO

OfcialsintheMasterPersonnelListinAppendixA)

Source: 29 CFR 37.36


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Complaint File Requirements

Local CareerCenters must:

1 Createalefolderforeachcomplaint.

2 Keeplefoldersbyprogramyear,thenbyquarter(JulytoSeptember,OctobertoDecember,

JanuarytoMarch,ApriltoJune).

3 Ataminimum,thelefoldershouldcontain:

The completed ETA 8429

Allhand-writtennotesofconversationsorphonecallsaboutthecomplaint.

IfthecomplaintwasreferredtotheStatelevelortoanotheragency:

Documentation of where the complaint was referred

Programinformation.Forinstance,ifaTAAorWIArequestwasdenied,includeacopyofthat

decision document

Any other information or documentation relevant to the complaint

4 Filesaretobekeptforthreeyearsfromthedateoflastactivity.

5 Thesearecondentialrecordsandshouldbekeptsecured.

NOTE: For each complaint listed on the Log Sheet, there should be corresponding documentation of

the complaint and its resolution/referral.

A copy of the contents of the folder should be included with the quarterly Log Sheet sent to the State

Complaint Resolution Administrator.


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Quarterly Complaint Log Sheet[Sample form only. Find usable form in Appendix B]

Complaint#

ComplainantName:

personmakingcomplaint

RespondentName:

w

ho/whatcomplaintisagainst

DateFiled

MSFW

H-2AWorker

AgainstEmployer

AgainstCareerCenter

ProgramDecision

WorkplaceSafety

H-2ARegulations/Law

Wages/Hours/UI/TANF/etc.

Disability

Discrimination

MSFWRegulations/Laws

Other

StateComplaintAdministrator

UI/TANF/OSHA

Wage&Hour,USDOL(H-2A)

BureauofLaborStandards

DBVI/DVR

EOStateOffice(discrimination)

StateMonitorAdvocate(MSFW)

Other

1 2 3 4 5 6 7 8 9 10

11

12

13

14

15

16

17

18

19

20

ResolvedLocally

Staff

PersonTaking

Complaint

Quarter:

ProgramY

ear:

CareerCenter-

Related

Non-CareerCenter-

Related

ReferredTo:

MaineDepartmentofLabor

CustomerComp

laintResolutionSystem

QuarterlyLog

LocalOffice:

rev.

12/10


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Completion of the Quarterly Log Sheet

TheQuarterlyLogrepresentstheaggregatehistoryofcomplaintsledduringthereportingperiod.

EachindividualcomplaintdocumentedonanETSForm8429mustberecordedonthelogsheet

(including those resolved locally)

Thelogsheethasmandatorydataeldsthatmustbecompleted.Alltextentriesmustbeprintedina

completelylegiblemanner.AnexamplecopyofacorrectlycompletedQuarterlyLogisavailableforreference on page 11 of this manual It is recommended that immediately upon completion of the ETA

Form8429,thecomplaintinformationbeenteredonthequarterlylogsheet.

Note:Someunresolvedcomplaintsmaycarryovertothenextquarterandneedtobeaccountedforin

the next report period This is particularly true for complaints received near the end of the reporting

period.Individualunresolvedcasesshouldbecarriedovertothenewreportperiod.

Each log sheet must include the following entries:

Local Ofce

Program Year

AlwaysJuly1,20XXtoJune30,20XX,writtenasPY20XX.

Quarter

Q1=July1September30

Q2=October1December31

Q3 = January 1 March 31

Q4 = April 1 June 30

(seepage6,#9Local Ofce Responsibilities for further information on quarters and reporting schedule)

Complaint Number

Eachcomplaintisassignedacomplaintnumber.Eachlogsheethasdataeldsforupto20individual

complaints.Yourrstcomplaintshouldbeenteredonline#1,secondcomplaintonline#2andsoon.

Complainant Name

Enterthenameofthepersonlingthecomplaint.ThenameshouldmatchPartI,#1ontheETS8429.

Respondent Name

Identifythewhoorwhatthiscomplaintisledagainst(seecomplainttype/conditionspage12forentry

options and refer to the sample of the completed log sheet on page 11)

Date Filed

ThisisthedatethecomplaintwasreceivedandissameasthedateenteredonformETSForm8429,top

of the page under Date Received

Type of Complaint

Placeanxinthebox(es)fortheappropriatetypeofcomplaint(CareerCenter-Relatedand/orNon-

CareerCenter-Related)


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Referred To

Placeacheckmarkinthebox(es)toidentifywhothecomplaintwasreferredto(ifapplicable).

Resolved Locally

Placeanxintheboxif/whenthecasewasresolvedlocally.

Staff Person Taking Complaint

Enterthenameofthepersontakingthecomplaintonbehalfofthecomplainant.

Documentation of local complaint resolution

Providedocumentationintheindividualcasele(notes,lettertocomplainant)oftheresolutionreached,

dateresolved,anddatecomplainantwasnotied.


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Sample of Completed Log Sheet


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Types of Complaints

Complaint Type Conditions

CareerCenter-Related

MSFW or H-2A Worker ComplaintsbyMSFWorH-2AworkersregardingCareerCenterservices

Alleged incident occurred less than one year ago

Employer ByapplicantwhowasreferredtothejobbyMDOL


Involvingallegedviolationsofthetermsandconditionsofthejoborderor

alleged violations of employment-related law

CareerCenter AboutCareerCenterstaffactionsoromissionsunderprogramregulations

ComplaintsbyveteransinvolvingPriorityofService


Program Decision InvolvingWagner-Peyser,employmentservices,orCareerCenterprogram

decisions Alleged incident occurred less than one year ago

Non-CareerCenter-related

MSFW or H-2A

Regulations/Law

ComplaintsbyMSFWaboutregulationsoremployer.

ComplaintsbyH-2Aworkeraboutregulationsoremployer.

All Others Complaintledmorethan12monthsaftertheallegedincident.

Complaint against an employer where complainant was not referred to

thejobbyMDOL.

Aboutallegedviolationsoftheregulations/lawsgoverningprograms

themselves

ComplaintsinvolvingUnemploymentInsurance,OSHA,TANF,orother

agencies

Complaints of discrimination

Complaintsinvolvingwages,hours,FamilyLeaveLaw,whistleblower

violation,etc.

Complaintsaboutdisabilityservices.

ComplaintshandleddirectlybytheStateComplaintResolution

Administrator

ComplaintsaboutmultipleCareerCentersortheentiresystem.

Complaints from another agency

Complaints from other states

ComplaintsreceiveddirectlybytheStateofce.


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How to Handle Complaints Locally

Type of Complaint

Steps to Handling Complaints LocallyAttempt a local resolution When not resolved or handled locally

ManagerorDesignee

ExplainProcess

OfferCCServices

FilloutETAForm8

429

FilloutDL1-2014a

RecordonLogSheet

Timetoresolve(inworkingd

ays)

[*denotescalendardays]

Refer to Submit8429toStateCompla

int

ResolutionAdministrator

SubmitDL1-2014ato

StateEO

Coordinator

RecordreferralonLogSheet

Notifycomplainantofreferra

l


Against an employer

(whenjobreferralwas

byMDOL)

x x x x x 15 x x x

Actionoromissionby

local staffx x x x x 15 x x x

Program decisions x x x x x 15 x x x

TAA x x x x x 15 TAA Coordinator x

CSSP x x x 15 CSSP Program Manager

Veterans Services x x x x x 15 x x xMSFW x x x x x 5 State Monitor Advocate x x x

H-2A x x x x x 5 ForeignLaborCertication x x x

WIA (Title I)x x x x x 60*

IncludingLWIBnal

resolution attemptsx x x

Non-CareerCenter-Related

Laws or regulations x x x x x x x x

Complaint more than 12

months oldx x x x x x x x

Against an employer(whenjobreferralwas

NOTbyMDOL)

x x x x x x x x

From another state or

agencyx x x x x

Against more than one

CareerCenter locationx x x x x

Discrimination x LocalEOOfcer x


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Type of Complaint

Steps to Handling Complaints LocallyAttempt a local resolution When not resolved or handled locally

ManagerorDesignee

ExplainProcess

OfferCCServices

FilloutETAForm8

429

FilloutDL1-2014a

RecordonLogSheet

Timetoresolve(inworkingdays)

[*denotescalendardays]

Refer to Submit8429toStateCompla

int

ResolutionAdministrator

SubmitDL1-2014ato

StateEO

Coordinator


Notifycomplainantofreferral

Discriminationbystaff

x 15

State EO Coordinator

andMDOLOfceofthe

Commissioner

x

DisabilityServices

x x x x

MDOLDisablity

Coordinator(Ofceofthe

Commissioner) or Maine

Human Rights Commission

x x

Workplace Safety x x NearestOSHAOfce x x

Unemployment

Compensationx x

BureauofUnemployment

Compensationx x

TANF x x DHHS x x

MSFW law x x State Monitor Advocate x x

H-2A law x x ForeignLaborCertication x x

DVRx x

Division of Vocational

Rehabiliationx x

Housing x x x BureauofLaborStandards x x

Family Leave Law x x x BureauofLaborStandards x x

Minimum wage or

overtimex x x

BureauofLaborStandardsx x

ChildLaborLawviolations

x x x BureauofLaborStandards x x

Whistleblowerissues x x x BureauofLaborStandards x x


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Type of Complaint

Steps to Handling Complaints at State LevelPerson who

handles

When not resolved or handled at State

Sta

teComplaintResolution

Ad

ministrator

Sta

teEO

Coordinator

Sta

teMonitorAdvocate

ForeignLaborCertication

Inv

estigatecomplaintasneeded

Tim

etoresolve(inworkingdays)

[*d

enotescalendardays]

Offerhearing

Refer to GivechoiceofAlternativeDispu

te

Resolution/Mediation

Ad

ministratorinitiatesprocedure

for

discontinuationofservices


No

tifycomplainantandLocal

Ofceofresult/referral


Non-MSFW x x 30 x x x x

MSFW x x 20 x x

WIA-related x x 60 x x x x

Non-CareerCenter-Related

Non-MSFW x x 30 U.S.DOLRegion1ETA x x

MSFW x x 20 OSHAorU.S.DOL x x

H-2A x x U.S.DOLWage&Hour x x

VeteranorEligible

Spouse

(includesUSERRA)

U.S.DOLRegional

Director Veterans

Employment Training

Service

x x

Discrimination

x 90*

Complainantmayle

with Civil Rights Center

U.S.DOL

x** x

Employer found to have

violated employment

law (referred toenforcement agency)

x x x x x

Employer found to have

violated employment

law (NOT referred to

enforcement agency)

x x 20 x x x x

Against MDOL x x 20 x Administrative Hearings x

**Complainant my appeal State decision to CRC

How to Handle Complaints at State Level


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ETA Form 8429

ETA 8429Revised 11/25/2008

Expiration Date: 02/29/2012

One Stop Career Center (OSCC) Complaint/ U.S. Department of LaborReferral Record Employment and Training AdministrationFor OSCC Use Only OMB Approval No. 1205-0039

Expiration Date: 02/29/2012Complaint No.

Date Received

Part I. Complainants Information Respondents Information1. Name of Complainant (Last, First, Middle Initial) 4. Name of Person Complaint Made Against

2a. Permanent Address (No., St., City, State, ZIP Code) 5. Name of Employer/OSCC Office

b. Temporary Address (if Appropriate) 6. Address of Employer/OSCC Office

3a. Permanent Telephone

( ) -

b. Temporary Telephone

( ) -

7. Telephone Number of Employer/OSCC Office

( ) -8. Description of Compl aint (If additional space is needed, use separate sheet(s) of paper and attach to this form)

I CERTIFY that the information furnished is true and accurately stated to the best of my knowledge. I AUTHORIZE the disclosure of

Certification this information to other enforcement agencies for the proper investigation of my complaint. I UNDERSTAND t hat my identity willbe kept confidential to the maximum extent possible, consistent with applicable law and a fair determination of my complaint.

9. Signature of Complainant 10. Date Signed

/ /

Part II. For OSCC Use Only1. Migrant or Seasonal Farmworker?

Yes No

2. Type of Complaint (X AppropriateBox(es))

WIA Related Job Order No.

Against Job S ervice

Against Employer

Alleged Violation of W IA

Regulations

Alleged Violation of Employment

Law(s)

Non-WIA Related

3. If non-WIA-related, does Complaint concern lawsenforced by U.S. Employment Standards Administration

(Wage and Hour) or OSHA? Yes No

4. Kind of complaint (X Appropriate Box(es))

Wage Related Housing

Child Labor Pesticides

Working Conditions Health/Safety

Migrant and Season DisabilityAgricultural Worker Discrimination

Protection Act (MSPA)Discrimination*

Other (Specify)

5. H-2a/Criteria Employer

U.S./Domestic Worker

H-2a Worker

Wages

Transportation

MealsHousing

Other

6. *For DISCRIMINATION COMPLAINTS ONLY. Persons wishing to file complaints of discrimination may file either with the State Workforce Agency, or with the Directorate of CivilRights (DCR), U. S. Department of Labor, 200 Constitution Avenue, NW, Room N-4123, Washington, D.C. 20210.

7a. Referrals To Other Agencies (X one)

Wage & Hour ESA/U.S. DOL. OSHA

Other

b. Follow-Up (X one) Monthly

Yes No Quarterly

c. Follow-up Date

/ /

8. Address of Referral Agency (No., St., City, State, ZIP Code andTelephone No.)

( ) -

9. Comments (If additional space is needed, use separate sheet of paper) Provide OSCC Services? Yes No If No, explain.

10a. Name and Title of Person Receiving Complaint 11. Office Address (No., St., City, State, ZIP Code)

b. Phone No.

( ) -

12a. Signature b. Date

/ /Public Burden StatementPersons are not required to respond to this collection of information unless it displays a currently valid OMB C ontrol Number. Obligation to reply is required toobtain or retain benefits (44 USC 5301). Public reporting burden for this collection is estimated to average 8 minutes per response, including the time to reviewinstructions, search existing data sources, gather and maintain the data needed, and compl ete and review the collection of information. Send commentsregarding this burden estimate or any other aspect of this collection, including suggestions for reducing this burden, to the U.S. Department of Labor, Migrantand Seasonal Farmworker Program, Room S4209, 200 Constitution Avenue, NW, Washington, DC 20210.

[Sample form only. Find usable form in Appendix B]


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Completion of ETA Form 8429

For OSCC Use Only section (at top of form)

The CareerCenter Manager, or their designee, is required to complete this section. This information

should correspond to the information entered on the Quarterly Log.

Part I (Complainants Information)

1. Lines 1 7

Thissectionshouldbelledouteitherbythecomplainantorthestaffpersonreceivingthecomplaint.

2. Line 8 (Description of Complaint)

TheComplainantmustdescribethecomplaint,indicatingtheexpectedresults.Ifthecomplainantis

unabletolloutthissectionandassistanceisgiven,thestatementshouldbewrittenintherstperson

Anadditionalsheetofpapershouldbeprovidedifextraspaceisnecessary.Additionalsheetsare

tobeidentiedwiththenameandsignatureofthecomplainant.Toensurethatnofurthercomments

areaddedtotheoriginalstatement,adiagonallineshouldbedrawnfromthelastwordofthestatement to the end of the page

3. Line 9 (Signature of Complainant)

Forlocalresolution,thecomplainantdoesnothavetosign.However,theformmustbesignedbyat

leastonecomplainantforthecomplainttobereferredtoahigherlevel.Ifthecomplainantrefuses

todoso,astatementbytheCareerCenterofcialtakingthecomplaintwillbewrittentothiseffect.

Thecomplainantwillbefurtheradvised,inwritingbytheCareerCenterManager,thatsincehe/she

refusestosignthecomplaint,nofurtheractioncanbetakenonthecomplaint(seesampleletterin

AppendixCRequestforComplainantsSignature).Thecomplainantssignatureshouldbeoneach

additional sheet used for line 8 (Description of Complaint)

Part II (For OSCC Use Only)

1. The CareerCenter Manager, or their designee, is required to complete lines 1 through 5. This

information should correspond to the information entered on the Quarterly Log.

2. Lines 7 through 9 should be completely if the complaint cannot be handled locally.

3. The person taking the complaint must sign and complete lines 10 through 12 of this form.

4. Make four copies of completed and signed form:

OriginalandonecopyshallbekeptinthelocalCareerCentercomplaintle.

Onecopyshallbegiventothecomplainant.

OnecopyshallbesenttotheStateComplaintResolutionAdministratororotherreferredagency

with copies of all other documents related to that claim

FormsforlocallyresolvedcomplaintswillbeforwardedtotheStateComplaintResolution

AdministratoratthetimeofQuarterlyLogsubmission.

FormsforcomplaintsnotresolvedatthelocallevelmustbeforwardedtotheStateComplaint

Resolution Administrator immediately upon determination


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Complaint Resolution

A CareerCenter-related complaint is considered resolved when any of the following occurs:

The complainant indicates satisfaction with the outcome

Thecomplainantorthecomplainantsauthorizedrepresentativefailstorespondwithin20working

days[orincaseswherethecomplainantisaMSFW,40workingdays]ofawrittenrequestfor

informationbytheappropriatelocalorStateofce.

Thecomplaintexhauststhenallevelofreview.

Analdeterminationhasbeenmadebytheenforcementagencytowhichthecomplaintwas

referred


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Specic CareerCenter-Related

Programs and ServicesCertain CareerCenter-related programs and services have complaint processes that differ from the

standard CareerCenter customer complaint resolution process. This section contains background

information and supportive documents for the following programs and services:

PriorityofServiceforVeteransandEligibleSpouses

Migrant and Seasonal Farmworkers (MSFW) H-2A Programs

Trade Adjustment Assistance (TAA)

Competitive Skills Scholarship Program (CSSP)


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Veterans Services

Priority of Service for Veterans and Eligible Spouses

Veteransandeligiblespousesaregivenpriorityofserviceforthereceiptofemployment,training,

andplacementservicesprovidedunderallU.S.DepartmentofLabor-fundedprograms.Veteransand

eligiblespousesareentitledtopreferenceforsuchservices.Thismeansthataveteranoreligiblespouse

eitherreceivesaccesstoaserviceearlierthanothersor,ifresourcesarelimited,theveteranoreligiblespouse receives access to the service instead of others

Aveteranoreligiblespouseshouldidentifyhimself/herselfassuchwheninquiringaboutanyDepartment

ofLaborprogram.Bydoingso,theywillbeabletotakefulladvantageofthispriority.

A Veteran is dened as:

Apersonwhoservedatleast180daysintheactivemilitary,andwhowasdischargedorreleased

underconditionsotherthandishonorable,asspeciedin38U.S.C.101(2).Activeserviceincludesfull-

timeFederalserviceintheNationalGuardoraReserveComponent.Thedenitionofactiveservice

doesnotincludefull-timedutyperformedstrictlyfortrainingpurposes(i.e.,thatwhichisreferredtoas

weekendorannualtraining),nordoesitincludefull-timeactivedutyperformedbyNationalGuardpersonnelwhoaremobilizedbyStateratherthanFederalauthorities.

An Eligible Spouse is dened as:

Asdenedin38U.S.C.4215(a),meansthespouseofanyofthefollowing:

1 AnyVeteranwhodiedofaservice-connecteddisability

2 AnymemberoftheArmedForcesservingonactivedutywho,atthetimeofapplicationforthe

priority,islistedinoneormoreofthefollowingcategoriesandhasbeensolistedforatotalofmore

than90days:

Missing in action

Capturedinthelineofdutybyahostileforce

Forciblydetainedorinternedinthelineofdutybyaforeigngovernmentorpower

3 AnyVeteranwhohasatotaldisabilityresultingfromaservice-connected,asevaluatedbythe

Department of Veterans Affairs

Complaints by a veteran or eligible spouse alleging violations of the priority of service provisions

should be led with their local CareerCenter representative.


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Uniformed Services Employment and Reemployment Rights Act (USERRA)

USERRAcoversvirtuallyeveryindividualinthecountrywhoservesinorhasservedintheuniformed

servicesandappliestoallemployersinthepublicandprivatesectors,includingFederalemployers.The

lawseekstoensurethatthosewhoservetheircountrycanretaintheircivilianemploymentandbenets,

andcanseekemploymentfreefromdiscriminationbecauseoftheirservice.USERRAprovidesprotectionfordisabledveterans,requiringemployerstomakereasonableeffortstoaccommodatethedisability.

USERRAisadministeredbytheUnitedStatesDepartmentofLabor,throughtheVeteransEmployment

and Training Service (VETS) VETS provides assistance to those persons experiencing service connected

problemswiththeircivilianemploymentandprovidesinformationabouttheActtoemployers.

ContactinformationforVETScanbefoundintheFederalAgenciessectionofAppendixA.


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H-2A Programs

Immigration and Nationality Act

TheImmigrationandNationalityAct(INA)wascreatedin1952.BeforetheINA,avarietyofstatutes

governedimmigrationlawbutwerenotorganizedinonelocation.TheMcCarran-Walterbillof1952,

PublicLawNo.82-414,collectedandcodiedmanyexistingprovisionsandreorganizedthestructure

ofimmigrationlaw.TheActhasbeenamendedmanytimesovertheyears,butisstillthebasicbodyofimmigration law

TheINAisdividedintotitles,chapters,andsections.Althoughitstandsaloneasabodyoflaw,theAct

isalsocontainedintheUnitedStatesCode(U.S.C.).ThecodeisacollectionofallthelawsoftheUnited

States.Itisarrangedinftysubjecttitlesbygeneralalphabeticorder.Title8oftheU.S.Codeisbut

oneoftheftytitlesanddealswithAliensandNationality.WhenbrowsingtheINAorotherstatutes

youwilloftenseereferencedtotheU.S.Codecitation.Forexample,Section208oftheINAdealswith

asylum,andisalsocontainedin8U.S.C.1158.Althoughitiscorrecttorefertoaspecicsectionby

eitheritsINAcitationoritsU.S.code,theINAcitationismorecommonlyused.

Who is Covered

Theworktobeperformedmustbeofatemporary(orseasonal)nature,meaningemploymentthatis

performedduringcertainseasonsoftheyear,usuallyinrelationtotheproductionand/orharvestingof

a crop or for a limited time period of less than one year when an employer can show that the need for

the foreign workers is truly temporary

Note: Foreign workers employed under the H-2A Programs are not covered under the Migrant and

Seasonal Agricultural Worker Protection Act.

Basic Provisions/Requirements

TheH-2Atemporaryagriculturalprogramestablishesameansforagriculturalemployerswho

anticipateashortageofdomesticworkerstobringnonimmigrantforeignworkerstotheU.S.to

performagriculturallabororservicesofatemporaryorseasonalnature.

BeforetheU.S.CitizenshipandImmigrationServicescanapproveanemployerspetitionforsuch

workers,theemployermustleanapplicationwiththedepartmentstatingthattherearenot

sufcientworkerswhoareable,willing,qualied,andavailable,andthattheemploymentofaliens

willnotadverselyaffectthewagesandworkingconditionsofsimilarlyemployedU.S.workers.

ThestatuteandU.S.DepartmentofLaborregulationsprovidefornumerousworkerprotections

and employer requirements with respect to wages and working conditions that do not apply to

nonagriculturalprograms.ThedepartmentsWageandHourDivisionhasresponsibilityforenforcingprovisions of worker contracts

TheDepartmentofLaborsregulationsgoverningtheH-2AProgramalsoapplytotheemploymentof

U.S.workersbyanemployerofH-2AworkersinanyworkincludedintheETA-approvedjoborder

orinanyagriculturalworkperformedbytheH-2Aworkersduringtheperiodofthejoborder.

EmployersmustofferU.S.workerstermsandworkingconditionswhicharenotlessfavorablethan

those offered to H-2A workers


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Employee Rights

AnemployerwholesanapplicationfortemporaryforeignlaborcerticationpursuanttoH-2A

regulationsmustmeetspecicconditions,includingthoseconcerningrecruitment,wages,housing,meals,

transportation,workerscompensationinsurance,toolsandsupplies,certicationfees,labordisputes,and

other conditions

WorkerswhobelievethattheirrightswereviolatedundertheH-2Aregulationsmayletheircomplaints

through the CareerCenter Complaint System

H-2AworkersandtheU.S.workershiredunderthejobordersystemmustlecomplaintsaboutnon-

compliancewithH-2AlaborstandardswiththeForeignLaborCerticationSpecialist.Acomplaintthat

comesintotheStateofcewillbeforwardedforappropriateaction.

Poster

PosterslistingH-2AworkerrightscanbefoundinAppendixDorprintedoffinEnglishfromwww.dol.gov/whd/posters/pdf/WHD1491Eng_H2A.pdf

TheSpanishversioncanbeprintedofffrom

www.dol.gov/whd/posters/pdf/WHD1491Span_H2A.pdf

Important Notice

AllprogramusersandotherinterestedpartiesshouldfrequentlyconsulttheOfceofForeignLabor

Certicationwebsitewww.foreignlaborcert.doleta.govwheretheDepartmentofLaborwillpost

updatesconcerningtheH-2Atemporaryagriculturallaborcerticationprogram.

Filing a Complaint

H-2A workers and U.S. workers hired under the job order may le complaints about non-compliance

with H-2A labor standards with:

ForeignLaborCertication

MaineDept.ofLabor

55 State House Station

Augusta,ME04333-0055

207-623-7981

If complaints are not resolved at the State level, they are referred to:

ManchesterAreaOfce

U.S.Dept.ofLabor

Wage&HourDivision

1750ElmStreet,Suite111

Manchester,NH03104-2907

603-666-7716 or 1-866-487-9243


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Migrant and Seasonal Farmworkers

Migrant and Seasonal Farmworkers (MSFWs) are dened as:

Seasonal Farm Worker Works 25 or more days in farm work

50% or more of annual earnings are from farm work

Migrant Farm Worker Works 25 or more days in farm work

50% or more of annual earnings are from farm work

Hasjob-relatedtravel

Unabletoreturnhomethesameday

Migrant Food Processing Worker Works 25 or more days in food processing work

50% or more of annual earnings from farm work

Hasjob-relatedtravel

Unabletoreturnhomethesameday

States are required to ensure that the services provided to Migrant and Seasonal Farmworkers are

qualitativelyequivalentandquantitativelyproportionatetotheservicesprovidedtootherjobseekers.

ThismeansthatMSFWsshouldreceiveallworkforcedevelopmentservices,benets,andprotectionson

anequitableandnon-discriminatorybasis(i.e.,careerguidance,testing,jobdevelopment,training,and

jobreferral).

Complaints from Migrant and Seasonal Farmworkers

Complaintsallegingviolationsofemployment-relatedlawsareenforcedbythe Wage and Hour

Division, U.S. DOL or OSHAandshallbetakeninwritingbytheCareerCenterandreferredtoWage

and Hour Division or OSHASource: 658.414 and 658.422

Wage and Hour Division-related violations are

thosedealingwithwages,hoursworked,Migrant

andSeasonalAgriculturalWorkerProtectionAct,

and temporary foreign farm workers

OSHA violations are those related to on-the-job

safety.

U.S.DepartmentofLabor

Wage and Hour Division

66PearlStreet,Room324

Portland,ME04101207-780-3344

U.S.DepartmentofLabor

Occupational Safety and Health Administration

JFKFederalBuilding,RoomE340

Boston,MA02203617-565-9860,Fax:617-565-9827

IfthecomplaintisnotresolvedlocallyattheCareerCenterwithinvedays,complainantshouldsignthe

ETAForm8429.TheformandanyadditionaldocumentationshouldbeforwardedtotheStateMonitor

Advocate for resolution and recorded on the Log Sheet

TheStateMonitorAdvocatesresponsibilityistoensurethatalllegalprotectionsareaffordedtofarm

workers and that their complaints are promptly resolved


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Apparent Violation

Anapparentviolationisanallegationmadebyadepartmentemployeewhoobserves,hasreasonto

believe,orisinreceiptofinformationregardingsuspectedviolationofemployment-relatedlaws,or

EmploymentService(ES)regulationsbyanemployeronlyinvolvingamigrantandseasonalfarmworker.

Field Check Violation

Aeldcheckviolationistheobservation,orreceiptofinformation,orotherwiseareasontobelieveby

adepartmentemployeethatconditionsarenotasstatedinthejoborder(maybeH-2Arelated),orthat

anemployerisviolatinganemployment-relatedlawarisingfromaeldcheckatanagriculturalwork

site

Processing Violations

Source:20 CFR 653.113

1 IfaStateAgencyemployeeobserves,hasreasontobelieve,orisinreceiptofinformationregarding

asuspectedviolationofemploymentrelatedlawsorESregulationsbyanemployer,exceptas

providedat20CFR653.503(eldchecksofH-2Aorders)or20CFR658.400(complaintsas

referredtointhismanual),theemployeeshalldocumentthesuspectedviolationandreferthis

informationtothelocalofcemanager.

2 IftheemployerhasledajoborderwithMainesJobBankwithinthepast12months,thelocalofce

shallattemptinformalresolution.Iftheemployerdoesnotremedythesuspectedviolationwithinve

workingdays,proceduresatpart658.subpartF(DiscontinuationofServices)shallbeinitiatedby

theStateComplaintResolutionAdministratorand,ifaviolationofanemployment-relatedlawis

involved,theviolationshallbereferredtotheappropriateenforcementagencyinwriting.

3 IftheemployerhasnotledajoborderwithMainesJobBankduringthepast12months,the

suspectedviolationofanemployment-relatedlawshallbereferredtoeithertheComplaint

Resolution Administrator or the MSFW State Monitor Advocate who will forward it to the appropriate

enforcement agency in writing

Using the Apparent of Field Check Violation Form

UseofthisformisprimarilylimitedtoForeignLaborCerticationorMigrantandSeasonalFarmworker

StateMonitorAdvocatestaff.Therefore,contentontheuseofthisformisforinformationalpurposes

only.However,theApparentViolationformneednotberestrictedtoMSFWorH-2Aprograms.ApparentViolationcanbefromobservationsbyMDOLstaffintheCareerCenter,andemployerservices

representative,oranoutreachworker.PleasecontacttheComplaintResolutionAdministratorortheState

Monitor Advocate with questions

Apparent or Field Check Violation


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Apparent or Field Check Violation Form[Sample form only. Find usable form in Appendix B]

APPARENT or FIELD CHECK VIOLATION

FORM

Apparent violation is an allegation made by a department employee who observes, has reason to believe, or is in receipt of information regarding asuspected violation of employment related laws, or Employment Service (ES) regulations by an employer only involving a migrant seasonal farmworker.

Field check violation is the observation, or receipt of information, or otherwise a reason to believe by a department employee that conditions are not asstated in the job order, or that an employer is violating an employment related law arising from a field check at an agricultural work site.

In addition to the employers name, address and phone number, to the extent possible, please include addresses and phone numbers of any persons involved in or able tocorroborate the information alleged in the apparent violation.

A. Employer: B. Employers Addr ess and Telephone Number(include e-mail address, if available):

C. Source of Information (customer, outreach, consultant observation, telephone call, field check, etc):

D. Indicate what happened &/or descri be the situation:

E. Identify and attach all documentation and related materials:

VIOLATION

1. a. Does this employer have a current listing with MaineDepartment of Labor? N0 YES

b. Has this employer had a listing with Maine Department ofLabor within the last 12 months? N0 YES

c. Does the current situation suggest violations of the job listing?

d. Does the current situation suggest violations of EmploymentService regulations?

e. Does the current situation suggest violations of employmentrelated laws?

N0 YES

N0 YES

N0 YES

2. If 1.a. is NO check the Non ES related box

If1.a. or, 1.b. and 1.c. are BOTH YES, check the ES- Relatedbox

NO Non ES-Related YES ES-Related

3. Does the violation involve a Migrant Seasonal Farm Worker(MSFW)?

Non-MSFW MSFW

4. Indicate all the issues involved and/or alleged:

Wages- Field Sanitation- Health/Safety- Child Labor- Migrant Seasonal Protection Act- State FLC license- Other - :

Date Received: ______________________________


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2

5. Does the complaint involve Temporary Labor Certification, Agricultural (H2A) or other workers? Indicate which:

H2A Worker H2A Employer ________Other Worker _______Other Employer

IfH2A related, please indicate all of the issues involved and/or alleged:

Transportation- Housing- Wages- H2A Job Listing Assurances- Meals- Working Conditions- Other-

NOTE:Apparent or field check violations alleging unlawful discrimination are to be forwarded immediately to the State Equal Opportunity Officer (c/o LaborComplaint Specialist).

E. Was the apparent violation or f ield check violation resolved by the local office? N0 YESIndicate actions taken at local office- include a summary of actions taken, attempts to resolve the violation and comments orrecommendations that may assist in the investigation and contribute to the agency determination of the apparent violation or field checkviolation:

Referral made to :

State Wageand Hour

State MonitorAdvocate

State EO Officer Federal Wage & Hour OSHA Federal ETA

Anne L. Harriman, Director

Wage and Hour DivisionMaine Department of Labor45 State House StationAugusta, Maine 04333207-623-7926

Juan Perez-Febles

Bureau of Employment ServicesMaine Department of Labor55 State House StationAugusta, ME 04333-0055207-623-7929 or [email protected]

Michaela Loisel

SESC108 State House StationAugusta, ME 04333-0108207-623-6735TTI: [email protected]

Urgent Note: IfMigrant Seasonal

Farmworkers are involved and the complaintinvolves laws enforced by Federal Wage &Hour, such as farm labor contractor, fieldsanitation, housing or transportation laws,immediately refer all documentation by faxorelectronic copy with transmittal or e-mailcoverto the Federal Wage & Hour office in:

George RiouxManchester Area OfficeUS Dept. of LaborWage & Hour Division1750 Elm Street, Suite 111Manchester, NH 03104-2907603-666-77161-866-4-USWAGE(1-866-487-9243)

William J. Coffin

Augusta Area DirectorOccupational Safety &Health AdministrationJohn F. Kennedy FederalBuilding, Room E340Boston, MA 02203617-565-9860

George Kincannon

Regional Monitor AdvocateJFK Federal BuildingRoom E-350Boston, MA 02203Tel: 617-788-0135Fax: 617-788-0125

Name and Title of Maine Department of Labor Employee: Local Office and Phone Number:

Signature Date Signed:


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Trade Adjustment Assistance

The CareerCenter Case Manager shall notify the individual in writing of any decision as to entitlements

fortheTradeAdjustmentAssistance(TAA)program,including,butnotlimitedto,decisionswithrespectto

eligibilityforservices,subsistence,transportation,re-employmentservicesandallowances.Eachdecision

shallinformtheindividualofthereasonforthedecisionandoftherightofappealundertheapplicable

Mainelaw.Theindividualshallhave15daysfromthedateofthedecisiontoleawrittenappeal,using

ETAForm8429,withtheBESCareerCenterManager.Ifnoappealisled,thedecisionshallbecome

nalagencyaction.

1 Iftheindividualappealsadecision,theBESCareerCenterManagershallforwardthenoticeof

appeal and all other documentation regarding the decision to the TAA Coordinator at BES The TAA

Coordinatorshallreviewthedocumentationandinvestigatethendingscontainedinthedecision.

TheTAACoordinatorshallhavetheauthoritytoreverse,modifyortakeotherappropriateaction

regardingthedecision.IftheTAACoordinatordetermines,afterinvestigation,totakenoaction,he/

sheshallimmediatelyprovidethenoticeofappeal,alongwithallappropriatedocumentationto

aBESrepresentative,whoshalltracktherequestforappealandforwardalldocumentationtothe

Division of Administrative Hearings

2 Theindividualandallpartiesshallbenotiedinwritingofthedateandtimeofhearing,whichmay

beconductedbytelephone.AhearingshallbeconductedbeforeanAdministrativeHearingOfcer,

who shall render a written decision

3 IfapartyisdissatisedwiththedecisionoftheAdministrativeHearingOfcer,he/sheshallhavethe

righttoappealinwritingwithin15daystotheUnemploymentInsuranceCommission.Ifahearing

isheld,thepartiesshallbenotiedinwritingofthedateandtimeofsuchhearing,whichmaybe

conductedbytelephone.ThepartiesshallreceivewrittennoticeoftheCommissionsdecision.

4 IfapartyisdissatisedwiththedecisionoftheCommission,he/shemayrequesttheCommissionto

reconsideritsdecision,butonlyifsuchrequestforreconsiderationisledinwritingwithin10daysof

receiptoftheoriginalCommissiondecision.Unlessaninterestedpartyappearsatthehearingbefore

theDivisionofAdministrativeHearingsorattheCommissionhearing,ifonewasheld,heorshemay

notrequestreconsiderationoftheCommissiondecision,unlesssuchnonappearancewasforgood

causeasdeterminedbytheCommission.

5 WhentheperiodduringwhichanappealmaybeledunderthisChapterendsonaSaturday,

Sundayorholiday,theappealperiodshallendonthenextdaywhichisnotaSaturday,Sundayor

holidayiftheappealisledbydeliveryandisreceivedin-handbytheagency.Iftheappealifled

bymailing,however,theappealperiodwillnotbeextended,andtheappealmustbepostmarked

withinthestatutoryappealperiod,unlesstheappealperiodfallsonaSundayoraholiday,inwhichcasetheappealperiodwillbeextendeduntilthenextdaywhichisnotaSundayorholiday.

6 AnydecisionoftheCommissionbecomesnal10daysafterreceiptofwrittennoticationandany

personaggrievedbythedecisionmayappealbycommencinganactionpursuanttotheMaine

Administrative Procedure Act


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Competitive Skills Scholarship Program

Appeal to CSSP Program Manager

AnapplicantorparticipantwhoisdissatisedwithaCareerCentersdecisionrelatedtotheeligibilityfor

ortheprovisionofCSSPserviceshastherighttoleawrittenappealwiththeCSSPProgramManager

within30daysofthedecision.Thiswrittenappealmaytakeanyform,suchasasignedletter,emailor

fax.Ifthecustomerlesawrittenappealwithin10daysofadecisiontoterminatetheparticipantfrom

the program or terminate or reduce assistance provided for in a currently effective Individual Service

Strategy,thenthedecisionwillnotbeimplementedpendingtheoutcomeoftheadministrativeappeal

process.TheCSSPProgramManagerwillissueawrittendecisionwithin15daysofthelingofthe

appeal.Thedecisionmayreectanagreedresolutiontotheappealor,ifnoagreedresolutionwas

reached,itwillreecttheCSSPProgramManagersdecision.

Appeal of CSSP Program Managers Decision

ThecustomermayappealtheCSSPProgramManagersdecisionbylingawrittenrequestforahearing

byahearingofcer.TherequestmustbeledwiththeProgramManagerwithin30daysofthedateof

issuanceoftheCSSPProgramManagersDecision.The30-dayappealperiodmaybeextendedupto

15 additional days if the individual can show good cause for failing to appeal within the initial 30-dayperiod.Uponreceivingarequestforahearing,theProgramManagershallforwardit,togetherwitha

copyofthedecisionbeingappealed,tothehearingauthoritydesignatedbytheDepartment.

TheAdministrativeHearingOfcershallconductahearinginaccordancetheMaineAdministrative

ProceduresAct5M.R.S.A.ch.375,subchapter2andrenderadecisionwithin30daysofthehearing

request.TheHearingOfcermayafrm,setaside,modifyorremandtheCSSPProgramManagers

decision.Ahearingdecisionafrming,settingasideormodifyingtheCSSPProgramManagersdecision

pursuanttothissectionisnalagencyactionandmaybeappealedtotheSuperiorCourt.

Notices

AlldecisionsregardingeligibilityforCSSPorregardingthebenetsprovidedunderCSSP,includingtheISS,mustbeinwritingandmustprovidenoticetotheparticipantofhisorherrighttoappealto

theProgramManager,andifdissatisedwiththatdecision,toappealbyrequestingafairhearing.

CareerCenterstaffshallassistcustomerswhoexpressadesiretoleanappealorhearingrequestwith

the process


32/82



33/82


Referred Complaints

Some complaints must be referred immediately to other agencies. This section contains background

information and supportive documents concerning complaints involving the following topics:

DepartmentofLaborPersonnel

Discrimination

AmericanswithDisabilitiesAct(ADA)

WageandHourDivision,BureauofLaborStandards

DivisionofVocationalRehabilitation,BureauofRehabilitationServices

DivisionoftheBlindandVisuallyImpaired,BureauofRehabilitationServices


34/82


Department of Labor Personnel

State of Maine, Department of Labor Policy No. 008

Source: PL 2003, Chapter 230

Purpose

ArelationshipoftrustandcondencebetweenemployeesoftheMaineDepartmentofLaborandthecommunities that they serve is essential to the effective operation of state government Department

employeesmustbefreetoexercisetheirbestjudgmentintheperformanceoftheirduties.Department

employeesalsohaveaspecialobligationtorespecttherightsofallpersons.TheDepartmentofLabor

acknowledgesitsresponsibilitytoestablishacomplaintsystemandproceduresthatnotonlywillsubject

DepartmentofLaboremployeestocorrectiveactionwhenimproperconducthasoccurred,butwillalso

protectDepartmentofLaboremployeesfromunwarrantedorspuriouscriticismwhentheydischarge

theirdutiesproperly.Thepurposeoftheseproceduresistoprovideprompt,just,andopendispositionof

complaintsregardingtheconductofDepartmentofLaboremployees.

ItisthepolicyoftheDepartmentofLabortoencouragethepublictocommentwhentheconductofthe

employeeisbelievedtobeimproper.TheDepartmentofLaborwillmakeeveryefforttoensurethatnoadverseconsequencesoccurtoanypersonorwitnessasaresultofhavingbroughtacomplaintor

forprovidinginformationconcerningacomplaint.AnyDepartmentofLaboremployeewhosubjectsa

complainantorwitnesstosuchrecriminationwillbesubjecttoappropriatedisciplinaryaction.

Procedure

1 TheDepartmentofLaborencouragesthepublictobringforwardlegitimatecomplaintsregarding

misconductbyitsemployees.Tothisend,acopyofHowtoFileaPersonnelComplaintwillbe

postedatDepartmentworksitesandondepartmentwebsitesandwillbegiventoanyonerequesting

thisinformation.AcopyofthisdocumentcanbefoundinAppendixD.Complaints,regardlessof

nature,canbelodgedinperson,bymail,orbytelephone.2 AnyemployeeoftheDepartmentofLaborwhoreceivesacomplaintaboutaDepartmentemployee

shall,assoonaspracticable,notifytheCommissionersOfce,ofthedetailsofthecomplaintfor

evaluation and assignment

3 Uponreceiptofacomplaint,theCommissionersOfceshalldeterminewhetherthecomplaintshould

beinvestigatedandbywhom.ComplaintsofcriminalconductshouldbeforwardedtotheBureauof

EmployeeRelationsand/ortheAttorneyGeneralsOfcetoensurecooperationwithappropriate

law enforcement authorities

4 Complainantsshallbemadeawarethatitmaybeimpossibletokeeptheiridentitycondential.

5 Investigationsofcomplaintsshallbecompletedwithin15days.

6 Intheeventareportiswarranted,allrelevantinformationobtainedbytheinvestigatorshallbe

included

7 Allinvestigationsshallcomplywiththeprovisionsoftheapplicablecollectivebargainingagreement.


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Notication to the Complainant

Uponnaldisposition,thecomplainantwillbenotiedoftheoutcomeoftheinvestigationtotheextent

permittedbycivilserviceandagencycondentialitylaws.TheCommissionersOfcewillconsultwiththe

BureauofEmployeeRelationstodeterminewhatmaybedisclosedtothecomplainant.

Administrative ResponsibilitiesTheOfceoftheCommissionershallensurethat:

Each complaint and corresponding investigation is documented

An annual summary report is prepared for each Bureau Director that includes statistical data that wil

aidinidentifyingthepossibleneedfortraining,supervision,orotherpertinentissues.

Ifacustomerwishestomakeacomplaintabouttheactionsofanyemployee/employeesofthe

DepartmentofLaborhe/sheshouldcontacttheOfceoftheCommissioneroftheMaineDepartmentof

Laborbyphone,mailoremail.

Thecomplainantmustidentifyhim/herself,providecontactinformationandcontainspecicdetailsaboutthecomplaint.Thereceiptofthecomplaintwillbeformallyacknowledgedinwritingorbyphoneand

thecomplaintwillthenbeinvestigatedandprocessedasexpeditiouslyaspossible.Thecomplainantmay

becontactedtoprovideadditionalinformationaboutthecomplaint.

Whentheinvestigationofthecomplainthasbeencompleted,he/shewillreceiveawrittenexplanation

ofthenaldispositionofthematter,withinthelimitsofcondentialitylaws.

Ofce of the Commissioner


54 Statehouse StationAugusta,ME04333-0054

207-621-5095


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Discrimination

The Civil Rights Act of 1964 and regulations of 29 CFR Part 37 of the Workforce Investment Act of

1998statethatnopersonintheUnitedStatesshall,onthegroundsofrace,color,ornationalorigin,be

excludedfromparticipationin,bedeniedthebenetsof,orbeotherwisesubjectedtodiscrimination

underanyprogramoractivityreceivingfederalnancialassistancefromtheDepartmentofLabor.

CareerCentersareprohibitedfromdiscriminatingagainstmembersofthepublic,applicantsforservices,registrants,participants,claimants,applicantsforemploymentandemployeesonthebasisofrace, color,

religion, sex, national origin, age, disability, political afliation or belief.Inaddition,itisprohibited

todiscriminateagainstanyindividualorbeneciaryofWIAprogramsbasedonthebeneciarys

citizenship statusasalawfullyadmittedimmigrantauthorizedtoworkintheUnitedStates.Finally,it

isprohibitedtodiscriminateagainstanyindividualorbeneciaryofWIAprogramsbasedonhisorher

participation of any WIA Title I nancially assisted program or activity

Time Frames

Acomplainanthasarighttoleacomplaintwithin180daysoftheallegedact(s)ofdiscrimination.

Where to le

Local Level: EOOfcial(SeeMasterPersonnelListinAppendixA)

or

MaineDepartmentofLaborEOCoordinatorand/orMHRC

National Level: U.S.DOLCivilRightsCenter

Director,RoomN4123

200 Constitution Avenue NW

Washington,DC20210

Therecipientofacomplaint,whichmayinthisinstancemeanthelocalEOOfcer,MDOLEO

Coordinator or MHRC must issue a written Notice of Final Action on discrimination complaint within

90daysofthedateonwhichthecomplaintisled.Thecomplainantmayleactionagainwiththe

CRCifhe/sheisdissatisedwiththeNoticeofFinalActionorifaNoticeofFinalActionisnotissued

withinthe90-dayperiod.Inthisregard,thecomplainanthas30daysfromthedateoftheNoticeof

FinalActionorfromtheendofthe90daystolewithCRC.OnlytheUSDOL-CRChastheauthority

toacceptcomplaintsledbeyondthe30daysdiscussedabove.TheCRCmayextendthistimelimitif

theNoticeofFinalActiondidnotprovidecompletelinginstructionsorforothergoodcauseshownby

thecomplainant.ThesameauthorityrestswiththeCRCwhenacomplaintisledbeyondtheabove-

mentioned 180-day period

PosterTheEOnotice,EqualOpportunityistheLawprovidescomplainantswithbasicinstructionsonling

complaintsofdiscrimination.ThispostercanbefoundinAppendixD.


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Processing Discrimination Complaints

1 WhenanyonealertstheCareerCenterthathe/she(orthey)wantstoleadiscriminationcomplaint,

stepsshouldbetakentoconnectthecomplainantwiththelocalEOOfcer.IfthelocalEOOfceris

notavailableimmediately,theManagershouldarrangeaface-to-facemeetingwiththecomplainant

andlocalEOOfcerattheearliestpossibledate.TheManagershouldcontacttheMDOLEOCoordinatoriftheEOOfcerwillnotbeavailableforanextendedperiod.

2 Inallpossibleinstances,thelocalEOOfcershouldmeetpersonallywiththecomplainant(s)ina

privatearea,ensuringcondentiality.

3 Atthismeeting,theEOOfcershouldexplaintheprocessandifthecomplainantintendstolea

formalcomplaint,providethecomplainantwithacopyoftheUSDOLCivilRightsCenterComplaint

Information Form DL 1-2014a found in Appendix B

4 IfthecomplainantdoesnotcompletetheComplaintInformationFormduringthismeeting,EOOfcer

shouldobtainthefollowinginformationataminimum:

Complainantsaddressandmeansforcontactinghim/her/them

Basis of complaint

Detailed description of allegation(s)

Dates of alleged events of discrimination

Representativeandentityorprogramagainstwhichcomplaintisbeingled(respondent)

Address or town location or entity or program

Signed consent statement

5 Oncetheinformationisgathered,thedocumentshouldbesignedanddatedbythecomplainantorthecomplainantsauthorizedrepresentative.Thesigned/datedconsentstatement

shouldindicatethatthecomplainantallowsthelocalEOOfcertodisclosethecomplainantsidentity

ifnecessarytoinvestigatehis/hercomplaint.Inaddition,acopyofthewrittencomplaintwillbe

provided to the complainant and to the MDOL EO Coordinator

6 Oncethecomplainthasbeenledandreceived,thelocalEOOfcershouldaskthecomplainant

whetherhe/shewouldpreferthecomplaintprocessedthrough:

AlternativeDisputeResolution/Mediation(ADR)

InvestigationbythelocalEOOfcer,MDOLEOCoordinatororMHRC InvestigationbytheU.S.DOLCivilRightsCenterinWashington,D.C.(Thefulladdressappearson

theEONotice,EqualOpportunityistheLaw.)

Thecomplainantshouldindicatehis/herdecisiononthesignedcomplaintdocument.The

complainantmustbeinformedthatifADRfails,thecomplaintcanstillbeledwithCRC.

NOTE: If an employee of the State of Maine committed the alleged discriminatory act, the

MDOL EO Coordinator must be contacted immediately. In those instances, the Complaints

and Investigations Article of the Collective Bargaining Agreements will be followed.


38/82


7 The choice to use Alternative Dispute Resolution (ADR) or investigation rests with the complainant If

thechoiceisADR,theMDOLEOCoordinatorwillcontacttheDirector,OfceofHumanResources,

who will assign a mediator to assist with an ADR conference

8 IfADRissuccessful,asettlementagreementispreparedattheendoftheconferenceandsignedby

theinvolvedparties.IfADRisunsuccessful,thecomplainantisapprisedofhis/herrightstolethecomplaintwithUSDOLCRCwithin30daysaftertheissuanceofaNoticeofnalAction.

9 CaseswhenADRisnotappropriateincludecomplaintsthatarehighprole,involvelegalissues,

involvepolicy,areprecedentsetting,orimpactothersinaprotectedgroup.

10 IfthecomplainantelectstoresolvethecomplaintusingtheinvestigationbytheMDOLEO

Coordinator,theMDOLEOCoordinatorwillprovideanacknowledgementlettertothecomplainant

containingthefollowing:

Noticethatthecomplainthasbeenreceived

Restatement of the issues raised in the complaint Noticeofwhichissueshavebeenacceptedforinvestigation

Explanation,ifnecessary,ofissuesnotbeinginvestigated

Noticeofthecomplainantsrighttorepresentationbyanyindividualhe/shechoosesduring

thecomplaintprocess.Legalfees(ifanattorneyisselected)aretheresponsibilitiesofthe

complainant

Noticethatcomplaintprocessingwillbecompletedwithin90daysofthedatethatthecomplaint

wasledatthelocallevelandaNoticeofFinalActionissued.

Noticethatthecomplainanthastherighttore-lehis/hercomplaintwithin30daysoftheendof

the90dayscitedabove,iftheLocalEOOfcerfailstoissuethenoticewithinthatperiod.

11 Inaddition,theMDOLEOCoordinatormust:contactandwriteto(returnreceiptrequested)the

respondentidentiedinthecomplaint;advisetherespondentthatacomplaintallegingdiscrimination

hasbeenledandisbeingprocessed;provideasummaryofthecomplaintandnoticethatanyform

or retaliation is against the law


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Complaint investigation or fact-nding may include the following elements:

Holding an interview with complainant to gather facts

Collecting any evidence the complainant may have to support allegations

Interviewingtherespondent,obtainingasignedpositionstatement,andanyevidencesupportingtheresponse to the complaint

Inspectinglocationofwhereallegeddiscriminationoccurred(thisappliesspecicallytoallegationsof

sexualharassmentandinaccessibilitytoindividualswithadisability

Interviewingwitnesses,ifany,andobtainingsignedstatements

Reviewingdocumentsdata,reports,correspondence,contracts,plans,personnelorparticipant

records,policies/proceduresrelatedtoactivitieswhichgaverisetoallegationsofdiscrimination

Preparinganinvestigatoryreportthatincludesstatementofbasisofcomplaint,specicallegations,

respondentresponseandwitnessstatements,ndingsoffact,rationaleandconclusion(probable

causeornoprobablecausethatrespondentmayhavediscriminated)andappealrights Maintainingacomplaintle

It should be noted that the MDOL EO Coordinator is available for technical assistance at any time to the

local EO Ofcers.

Final Action

ANoticeofFinalActionmustbeprovidedtothecomplainantwithacopytotherespondentandLocal

EOOfcerwithin90daysofthedatethatthecomplaintwasledwiththeMDOLEOCoordinator.The

Noticemustbesentreturnreceiptrequested.TheNoticemustprovidetherecipientsdecisionand

explanation on each issue of discrimination that was accepted for processing and resolution Clearlystatewhatspecicactionhasbeentakenorwillbetaken(andwhen)tocompletetheresolution.

IfthecomplainantisdissatisedwiththeNoticeofFinalAction,he/shehas30daysfromthedatethe

nalnoticeisissuedtolewiththeCRC.IfaNoticeisneverissued,thecomplainanthas30daysfrom

thedatethatthenoticeshouldhavebeenissuedtolewiththeCRC.

Maine Human Rights Commission

EORepresentativeswillinformallcomplainantsoftheirrighttolewiththeMaineHumanRights

Commissioninadditiontotheaboveprocedure.

Maine Human Rights Commission51 State House Station


207-624-6050

Civil Rights CenterUSDOL

200ConstitutionAvenueNW,RoomN412

Washington,DC20210

The complaint procedures outlined here are effective immediately. Equal opportunity Ofcers are to

become familiar with these procedures and to share this information with directors, managers, and

supervisors within his/her jurisdiction.

Source: 29 CFR Part 31; 29 CFR Part 37


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Americans with Disabilities Act

Title I and Title II of the Americans with Disabilities Act of 1990,asamended,protectqualied

individualsfromdiscriminationonthebasisofdisabilityinhiring,promotion,discharge,pay,fringe

benets,jobtraining,classication,referral,andotheraspectsofemployment.Disabilitydiscrimination

includesfailingtomakereasonableaccommodationtotheknownphysicalormentallimitationsofan

otherwisequaliedindividualwithadisabilitywhoisanapplicantoremployee,barringunduehardship.

ItisthepolicyoftheStateofMainethatnoqualiedindividualwithadisabilityshall,onthebasisof

disability,beexcludedfromparticipationinorbedeniedthebenetsoftheservices,programs,or

activitiesoftheStateofMaineorbesubjectedtodiscriminationbytheState.Allprograms,services,

andactivities,includinggrantsandcontracts,shallbeavailable,withorwithoutaccommodations,to

individualswithdisabilities,astheyareforotherpersons.Accommodationscouldincludechangesto

policies,practices,orprocedures;removingarchitectural,communication,ortransportationbarriers;and

providingauxiliaryaidsandservices,suchasinterpreters.

Anattemptshouldbemadeatthelocalleveltoresolvedisabilitycomplaints.IftheCareerCenter

Managerordesigneeisunabletoresolvethecomplainttothecomplainantssatisfaction,thecomplainant

ortheCareerCenterManager(ordesignee)shouldlloutETAForm8429.Oncethecomplaintislogged,

acopyoftheformmustbesenttotheDepartmentofLaborsAccessibilityCoordinator.Thecomplainant

may also take the issue to the Maine Human Rights Commission

Accessibility Coordinator

Ofce of the Commissioner

Maine Department of Labor



OrMaine Human Rights Commission



207-624-6290

TTY:1-888-577-6690


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Wage and Hour Division

Referrals to the Wage and Hour Division, Bureau of Labor Standards (BLS)

The Wage and Hour Division of BLS investigates and interprets the following complaints:

Severance pay in plant closings

Complaintsabout

restbreaks

time off to deal with domestic violence at home

wage issues related to plant closures

overtime and minimum wages

timely payment of wages

Family Leave Law

unfairagreements(illegalwagedeductionsorpaybacks)

requirement for written reason for termination

whistleblowerviolations

requeststoreviewpersonnellesbyemployee

childlaborissues

equal pay

housing complaints (ask for BLS Housing Inspectors)

BLS does not have legal authority over:

fringebenets(exceptpaymentofearnedvacationuponterminationofemployment)

workingconditions(schedules,dresscodes,typesofworkperformed,part-timeorfull-timestatus)

hiringorringpractices

dischargenotices,warning,disciplinaryactions

minimum/maximumhoursperdayorweek(exceptforminorsunder18)

union or other contract agreements

Maine is an at will state, which means that employees can legally be hired or red at

the employers discretion, provided there is no illegal discrimination, contract or collectivebargaining agreement involved. If a customer feels there is discrimination, the process for ling a

discrimination complaint should be followed.

Bureau of Labor Standards




207-623-7900


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Division of Vocational Rehabilitation

Appeals Process for the Division of Vocational Rehabilitation, Bureau of Rehabilitation Services

Anapplicantfororrecipientofvocationalrehabilitationserviceswhoisdissatisedwithany

determinationmadebyarehabilitationcounselorconcerningthefurnishingordenialofservicesmay

request(or,ifappropriate,mayrequestthroughtheindividualsrepresentative)atimelyreviewofthe

determination.MaineDivisionofVocationalRehabilitation(DVR)shallmakereasonableaccommodationtotheindividualsdisabilityintheconductoftheappealsprocess.

Informal Review

Wheneverpossible,MaineDVRwillattempttoresolveconictsinformallypriortoMediationoraDue

ProcessHearing,butanindividualmayrequestaDueProcessHearingimmediatelywithouthavingto

gothroughotherappealsteps.Anindividualmayrequestameetingwiththecounselor,theappropriate

supervisor,andaClientAssistanceProgramrepresentative,ifdesired,toexploreoptionsforresolving

anyconicts.

Continuation of Services Pending Completion of the Hearing

Pendinganaldeterminationofanappealhearing,theDVRmaynotsuspend,reduce,orterminateservicesbeingprovidedunderanIndividualizedPlanofEmployment(IPE),unlesstheserviceswere

obtainedthroughmisrepresentation,fraudorcollusionoftheindividual,orauthorizedrepresentative,

requestssuspension,reduction,orterminationofservices.

Time Frames

ThetimeframeslistedunderSectionsMediationandDueProcessHearingmaybewaivedifbothparties

agree to an extension of time in order to conduct the Mediation or Hearing and render a decision

Mediation

TheDepartmentofLaborMediationprocessisanoptiontoresolveconictswhenaresolutionisnot

possibleinformally.Mediationisvoluntaryforbothpartiesandeitherpartymaywithdrawatanytime.Themediatordoesnothavetheauthoritytoimposeasettlementonthepartiesbutwillattempttohelp

them reach a mutually satisfactory resolution of their dispute

An individual must request Mediation within 30 calendar days of the agency notice regarding the

provisionordenialofservicesthatisinquestion.Therequestshallbeinwritingandtherequestshall

describethecomplaint.TherequestshouldbesenttotheDirectorofDVRwhowillimmediatelyforward

ittotheDepartmentofLabor,DivisionofAdministrativeHearings.

The Division of Administrative Hearings will commence a mediation meeting within 15 calendar days of

receiptoftherequestandshallbeheldinalocationthatisconvenienttothepartiesinthedispute.

MediationwillbeconductedinaccordancewiththeCourtAlternativeDisputeResolutionServices

(CADRES) standards on ethics and neutrality

Anagreementreachedinthemediationprocessshallbesetforthinawrittenmediationagreement.

Discussionsthatoccurduringthemediationprocessshallbecondentialandmaynotbeusedas

evidenceinanysubsequentdueprocesshearingorcivilproceedinginaccordancewithCADRES

condentialitystandards.


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Theindividualmayberepresentedatthemediation,includingbutnotlimitedto,representationbythe

Client Assistance Program

Due Process Hearing

ADueProcessHearingisaprocedurewherebyanindividualwhoisdissatisedwithanydeterminations

concerningtheprovisionordenialofDVRservicesmayseekare-determinationofagencyactionbeforeanimpartialhearingofcer.

The individual must request a Due Process Hearing within 30 calendar days of the agency notice

regarding the provision or denial of service if Mediation was not requested

IfnorequestforDueProcessHearingismadewithin30calendardays,theagencydecisionis

considerednal.

TherequestforDueProcessHearingshallbeinwritingandshalldescribethecomplaint.MaineDVRwill

accommodateanindividualsdisabilityandofferassistance,ifappropriate,inthisprocess.Therequest

shouldbesenttotheDirectorofDVRwhowillimmediatelyforwardtherequesttotheDepartmentofLabor,DivisionofAdministrativeHearings.

Apre-hearingconferencewillbeheld.Atthattimemediationwillbeexploredasanoptionforresolving

the dispute

TheDueProcessHearingshallbeconductedwithin45calendardaysofreceiptoftherequestforDue

Process Hearing

ADueProcessHearingshallbeconductedbyanimpartialhearingofcerfromthepoolofqualied

personsidentiedjointlybytheDirectorofMaineDVRandtheStateRehabilitationCouncil.

MaineDVRmaynotdenyordismissarequestforDueProcessHearingunlesstheindividualorhis/herrepresentative:

withdraws the request in writing or

isadjudgedbytheDueProcessHearingofcertobeindefaultforfailuretoappearatthehearing

without good cause

TheDueProcessHearingshallbeconductedandarecommendeddecisionshallbeissuedinaccordance

withMainesAdministrativeProceduresAct,5M.R.S.A.Chapter375,subchapterIV.

TheDueProcessHearingOfcershallissueadecisionwithin30daysofthecompletionofthehearing.

IftheCommissioneroftheDepartmentofLaborortheCommissionersdesigneedecidestoreviewthedecisionoftheimpartialhearingofcer,he/shewillnotifytheindividualor,ifappropriate,the

individualsrepresentative,ofthatintentwithin20daysofthemailingoftheimpartialhearingofcers

decision.TheCommissionerorhis/herdesigneeshallgivetheindividualorindividualsrepresentative

10calendardaystosubmitadditionalevidenceandinformationrelevanttothenaldecision.Ifthe

Commissionerorhis/herdesigneedoesnotnotifytheapplicant/clientoftheintenttoreviewthe

decision,thedecisionoftheimpartialhearingofcerbecomesthenaldecision.


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Within30daysofprovidingnoticeofintenttoreviewtheimpartialhearingofcersdecision,the

Commissionerordesigneeshallmakeanaldecisionandprovideafullreportinwritingofthedecision,

includingndingsandthestatutory,regulatory,orpolicygroundsforthedecision,totheindividualor,if

appropriate,theindividualsrepresentative.

TheCommissionerordesigneemaynotoverturnormodifyadecision,orpartofadecision,ofanimpartialhearingofcerunlesstheCommissionerordesigneeconcludes,basedonclearandconvincing

evidence,thatthedecisionisclearlyerroneousbecauseitiscontrarytotheapprovedStatePlan,theAct,

Federal Regulations or State Policy

TheDueProcessHearingdecisionshallbeconsiderednalbytheagencypendingtheoutcomeoffurther

appeal procedures

Judicial Review

InthewrittendecisionfromtheCommissionerordesigneeonaDueProcessHearing,theindividualshall

beadvisedonhis/herrighttoleapetitioninSuperiorCourtunderRule80CoftheMaineRulesofCivil

Procedure


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Division of the Blind and Visually Impaired

Appeals Process for the Division of the Blind and Visually Impaired, Bureau of Rehabilitation Services

Anapplicantfororrecipientofvocationalrehabilitation(VR)serviceswhoisdissatisedwithany

determinationmadebyarehabilitationcounselorconcerningthefurnishingordenialofservicesmay

request(or,ifappropriate,mayrequestthroughtheindividualsrepresentative)atimelyreviewof

thedetermination.TheDivisionoftheBlindandVisuallyImpaired(DBVI)shallmakereasonableaCareerCenteraccommodationtotheindividualsdisabilityintheconductoftheappealsprocess.Written

noticationofappealrightswillbeprovidedtotheindividualatthetimeofapplication,whenassigned

anorderofselectioncategory,whenanIndividualPlanofEmployment(IPE)isdeveloped,andwhenever

DBVIVRservicesarereduced,suspended,orterminated.Noticationwillincludethenameandaddress

ofthepersonwithwhomanappealmaybeledandinformationregardingtheClientAssistance

Program

Mediationand/ordueprocesshearingsareprovidedatnocosttotheindividual;however,costsrelated

tolegalrepresentationarenotcoveredbyDBVI.

Informal ReviewWheneverpossible,DBVIwillattempttoresolveconictsinformallypriortomediationoradueprocess

hearing.Anindividualmayrequestameetingwiththecounselor,theappropriatesupervisor,and/ora

ClientAssistanceProgramrepresentative,ifdesired,toexploreoptionsforresolvinganyconicts.An

individual may request mediation or due process hearing immediately without having to participate in

the informal process

Continuation of Services Pending Appeal

Pendinganaldeterminationfollowinganappealhearing,theDivisionmaynotsuspend,reduce,

orterminateservicesbeingprovidedunderanIPE,unlesstheserviceswereobtainedthrough

misrepresentation,fraudorcollusionortheindividual,ortheindividualsauthorizedrepresentativerequestssuspension,reductionorterminationofservices.

Mediation

Mediationisavoluntaryprocessconductedbyaqualiedandimpartialmediator.Mediationisprovided

atnocosttotheindividual,butcostsrelatedtolegalrepresentationarenotcoveredbyDBVI.

An individual must request mediation within 30 calendar days of the agency notice regarding the

provisionordenialofservicesthatareinquestion.Therequestshallbeinwritingandshalldescribethe

basisforthegrievance.TherequestshouldbesenttotheDirectorofDBVIwhowillimmediatelyforward

ittotheDepartmentofLabor,DivisionofAdministrativeHearings.

The Division of Administrative Hearings shall convene a mediation within 15 calendar days of receipt oftherequest.Themediationshallbeheldatalocationthatisconvenienttothepartiestothedispute.

MediationshallbeconductedinaccordancewiththeCourtAlternativeDisputeResolutionServices

(CADRES)standardsonethicsandneutrality.Atanypointduringthemediationprocess,eitherpartyor

the mediator may elect to terminate the mediation

Anyagreementreachedinthemediationprocessshallbesetforthinawrittenmediationagreementand

shallbesignedbybothparties.


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Discussionsthatoccurduringthemediationprocessshallbecondentialandmaynotbeusedas

evidenceinanysubsequentdueprocesshearingorcivilproceedinginaccordancewithCADRES

condentialitystandards.

Theindividualmayberepresentedatthemediation,includingbutnotlimitedtorepresentationbythe

ClientAssistanceProgram.DBVIisnotobligatedtocoverthecostofapplicantslegalrepresentative.

Themediationprocessmaynotbeusedtodenyordelaytheindividualsrighttopursueresolutionofthe

disputethroughadueprocesshearingwithinthespeciedtimeperiod.

Due Process Hearing

Adueprocesshearingisaproceedingwherebyanindividualwhoisdissatisedwithanydetermination

concerningtheprovisionordenialofVRservicesmayseekareviewofagencyactionbeforeahearing

ofcer.

The individual must request due process hearing within thirty (30) calendar days of the agency notice

regarding the provision or denial of service if mediation is not requested If no request for due processhearingismadewithin30calendardays,theagencydecisionbecomesnal.

Therequestfordueprocesshearingshallbeinwritingandshalldescribethebasisforthegrievance.

DBVIwillaccommodateanindividualsdisabilityandofferassistance,ifappropriate,inthisprocess.

TherequestshouldbesenttotheDirectorofDBVIwhowillimmediatelyforwardtherequesttothe

DepartmentofLabor,DivisionofAdministrativeHearings.

Apre-hearingconferenceshallbeheldtoclarifyissuesandexploreoptionsforresolvinggrievances.

Thedueprocesshearingshallbeconductedwithin60calendardaysofreceiptoftherequestfordue

processhearing.Adueprocesshearingshallbeconductedbyanimpartialhearingofcerassignedona

randombasisfromthepoolofqualiedpersonsidentiedjointlybytheDirectorofDBVIandtheState

RehabilitationCouncilofDBVI.

The DBVI VR program may not deny or dismiss a request for due process hearing unless the individual or

his/herrepresentative:

withdraws the request in writing or

isadjudgedbythehearingofcertobeindefaultforfailuretoappearatthehearingwithoutgood

cause

Thedueprocesshearingshallbeconductedandwillincludeanopportunityfortheindividualortheindividualsrepresentativetopresentwitnessesandrelevantevidence.Adecisionwillbeissuedin

accordance with The Maine Administrative Procedure Act

Thedueprocesshearingofcershallissueawrittendecisioncontainingndingsandgroundsforthe

decisionwithin30daysofthecompletionofthehearing.Thehearingofcersdecisionbecomesnal

unless one of the parties requests a Judicial Review

Judicial Review

Anypartywhodisagreeswiththedecisionresultingfromthedueprocesshearinghastherighttolea

petition in Superior Court under Rule 80C of the Maine Rules of Civil Procedure


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State Complaint System

AdministrationThe purpose of this section is to make transparent to the CareerCenters and customers how

complaints are handled at the State level. The source of the regulations is cited.

State Complaint Resolution Administrator

Hearings

Discontinuation of Services


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State Complaint Resolution Administrator

The State Complaint Resolution Administrator has overall responsibility for the operation of the

CareerCenter complaint resolution system.

Responsibilities

TheMaineDepartmentofLaborensuresthatcentralizedcontrolproceduresareestablishedforthe

handlingofcomplaintsandlesrelatingtothehandlingofcomplaints.TheStateComplaintResolution

Administratorshallensurethatacentralcomplaintlogismaintained,listingallcomplaintsreceived.

The State Complaint Resolution Administrator shall receive a quarterly Log Sheet and related paperwork

fromeachCareerCenterofceandwillsubmitarepo

cc complaint manual 0111

Documents