Section 9.12 - Complaint Resolution TeamAll complaints resolved pursuant to 115 CMR 9.00, excluding complaints that are dismissed, shall be reviewed by a Complaint Resolution Team (CRT) upon receipt of a decision letter, or receipt of an administrative review report, or a direct referral of the complaint to the CRT.
(a)Purpose. All area offices and facilities shall have a CRT. The purpose of the CRT is to review complaints in accordance with 115 CMR 9.05(3) and to develop action plans and resolution letters.(b)Composition. Each CRT shall consist of the following: 1. Area or facility director or designee;3. A minimum of one citizen member; and4. Additional members and consultants as deemed appropriate by the area or facility director.(c)CRT Chair. The area or facility director or designee shall act as the chair of the CRT. The chair will be the final authority for CRT decisions.(d)Meetings. The CRT shall meet regularly to formulate action plans and resolution letters on complaints filed pursuant to 115 CMR 9.00. The meetings shall be conducted in a manner and place that encourage fair and honest discussion and consideration of the complaint, investigation or administrative review report, and the proposed resolution.(e)Confidentiality. CRT members shall execute non-disclosure agreements and shall abide by applicable statutes and regulations to maintain the confidentiality of all complaints or other information or documents that come before them for review.(f)CRT Member Training. All candidates for CRT membership shall complete Department authorized training regarding the function and responsibility of the CRT and their role on the CRT. Candidates must complete the training before they can be approved by the Department to serve on the CRT.(g)Citizen Member Status. Citizen members serving on a CRT shall have special state employee status as defined in M.G.L. c. 268A.Amended by Mass Register Issue 1336, eff. 4/7/2017.