NHTD Participant Instructions for the Complaint Process

  • Document is also available in Portable Document Format (PDF)

Dear Nursing Home Transition and Diversion (NHTD) waiver applicant/participant,

The following information is provided to tell you about the NHTD waiver complaint process. Please review this information with your Service Coordinator.

When to Make a Complaint:

  • If you have any complaints about a specific service provider
  • If you have any complaints about a waiver service you are or are not receiving
  • If you have any complaints about a waiver service staff
  • If you have any complaints regarding your Regional Resource Development Center (RRDC)
  • If you have any concerns about your person-centered plan, provider selection and/or freedom of choice

Who to Contact:

  • You may provide a written, phone or in-person complaint to any NHTD waiver program staff.

If you want to file a complaint about a service provider, staff person and/or your waiver services:

  • Identify your RRDC from the NHTD Complaint Contact Sheet and call the number provided. The number should be posted in your home along with other important contact information.
  • If you require an accommodation due to a hearing loss, please call your RRDC using the listed TTY number under each RRDC, or call the NYS TTY Relay Service at 711 or 1-800-662-1220 , and an operator will assist you in contacting the RRDC or New York State Department of Health (NYSDOH) NHTD Waiver staff.
    • Some regions have Video Relay and those numbers are also listed on the NHTD Complaint Contact Sheet.
  • The RRDC will review and/or investigate all complaints received.
  • The NHTD Complaint Contact Sheet also contains the mailing address of each of the RRDCs in New York should you choose to send a written complaint via mail. Identify your RRDC from the NHTD Complaint Contact Sheet and address the letter to the address provided.

If you want to file a complaint about the RRDC and/or other Medicaid waiver services:

  • You may contact NYSDOH at 518-474-5271 to report your issue to NHTD waiver staff or via email or letter at:

    NHTD Email: nhtdwaiver@health.ny.gov
    New York State Department of Health
    Office of Health Insurance Programs
    NHTD Waiver Program
    Commerce Plaza Room 1620
    Albany, NY 12210
  • If you are unable to make a call to the NYSDOH phone line because it is a long-distance call, you may call the RRDC or your Service Coordinator and they will contact NYSDOH on your behalf.
Remember! You can always seek the assistance of a service provider, specific staff person, service coordinator, informal support, or family member when filing a complaint.

What happens next?

  • Your complaint will be reviewed and/or investigated by the RRDC.
  • Upon making your complaint you will be contacted within 2 days to notify you that the RRDC/NYSDOH has received your complaint and a review is initiated.
  • The RRDC will contact you to discuss the findings and outcome of the complaint. You will receive a letter confirming the date and issues discussed in this conversation.
  • Once the investigation or review is completed, you will be notified via mail that the investigation findings are either "substantiated," "unsubstantiated," or "inconclusive." This letter will advise you of any remedial action.
  • If your complaint results in revisions to your Service Plan, your RRDC and Service Coordinator will make sure these changes are implemented in a timely manner by your waiver providers.

Special Considerations

  • If the RRDC determines that your complaint is a Serious Reportable Incident (SRI), then it will be investigated as an SRI. The RRDC will assign the SRI to an investigating agency (such as your Service Coordination agency) within 48 hours to review the incident. An initial report will be received by the RRDC within 7 days and they will send you a letter letting you know that your complaint, turned SRI, is being investigated as an SRI.

Important Information to Note:

  • Filing a grievance or complaint is not required nor does it substitute for a Conference or Fair Hearing.
  • If you file a complaint, you will not be jeopardizing the services in your current Service Plan; however, changes may be made to your Service Plan in order to ensure you are receiving the appropriate services for your needs.
  • All complaints are reported to NYSDOH and the review outcome(s) is tracked.
  • All investigations are confidential and are not distributed. Copies of investigations are not provided, but you may request a summary of the investigation process and findings.
NHTD Complaint Contact Numbers
TTY: 518-792-0505
Clinton, Essex, Franklin, Fulton, Hamilton, Montgomery, Saratoga, Warren and Washington Counties
Southern Adirondack Independent Living (SAIL)

71 Glenwood Avenue
Queensbury, NY 12804
833-289-1280 Video Relay: 607-724-2111
TTY: 711 Allegany, Broome, Cayuga, Chemung, Chenango, Cortland, Delaware, Otsego, Steuben, Schuyler, Tioga and Tompkins Counties
Southern Tier Independence Center (STIC)

135 East Frederick St.
Binghamton, NY 13904
TTY: 711
Cattaraugus, Chautauqua, Erie, Niagara, Orleans and Wyoming Counties
Headway of Western New York, Inc.

2635 Delaware Avenue
Suite E
Buffalo, NY 14216
TTY: 711
Albany, Columbia, Greene, Rensselaer, Schenectady and Schoharie Counties
Sunnyview Rehabilitation Hospital

1270 Belmont Avenue
Schenectady, NY 12308
Long Island
TTY: 711
Nassau and Suffolk Counties
Self Initiated Living Options (Suffolk Independent Living Organization: SILO)

755 Waverly Avenue
Holtsville, New York 11742
Lower Hudson Valley
914-589-6080 Video Relay: 914-259-8036
TTY: 711 Dutchess, Orange, Putnam, Rockland, Sullivan, Ulster and Westchester Counties
Westchester Independent Living Center (WILC)

10 County Center Road, 2nd fl.
White Plains, NY 10607
New York City
TTY: 711
Bronx, Kings (Brooklyn), New York (Manhattan), Queens and Staten Island
Westchester Independent Living Center (WILC)

10 County Center Road, 2nd fl.
White Plains, NY 10607
TTY: 711
Genesee, Livingston, Monroe, Ontario, Seneca, Wayne and Yates Counties
Rochester Regional Health Unity
St. Mary´s Campus

89 Genesee Street
Rochester, NY 14611
TTY: 315-479-6363
Herkimer, Jefferson, Lewis, Madison, Oneida, Onondaga, Oswego and St. Lawrence Counties

635 James Street
Syracuse, NY 13203

New York State Department of Health
Office of Health Insurance Programs

1 Commerce Plaza
Room 1620
Albany, NY 12210