Complaints

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• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was referred to CHP because I had called the 988 number numerous times and was told this was a good organization that would provide me a higher level of care however they have fallen short of expectations. They have missed multiple scheduled appointments or not following through on appointments Fumbled on utility assistance Not advocating for me fully with my SMI care and providing advice and guidance Not coordinating care If this continues I will lose my home and end up on the streets! I initially had a therapist who I had several appointments however shortly after I was given another therapist. Who seems confused about everything thats going on. Im being told to get a smi designation but not being told what the benefits are. These people are supposed to be an advocate for my health care needs however I feel like Im doing the leg work or ****** is the one following through but in a matter of a week or so I will have no services through them. When I was denied they advised me to get a second option but I explained to them thats not how it works In regards to utility assistance I was explicitly told that if I could meet with the rep for the church I would get my entire water bill and gas bill paid however the rep for the church actually called me to clarify that was not the case. The social worker seemed confused and eventually I got the assistance I was told by my therapist that CHP would cover the remaining balance on the water however that wasnt the case and I still had a balance for 20 dollars that was taken care of however I still have a 100-dollar balance after they had another agency pay the 20 dollars. They know I have barriers that make it difficult for me to find employment and meting my basic needs they cant find work arounds for it and when I asked the social worker if they could find a resource that could help with a small amount of money the social worker got rude with me telling me if I could find an organization let her know.

  

  Business Response

  Date: 05/16/2024

  We strive every day to meet as many of the needs as possible for those we serve. Notably, instances, such as these, have extensive needs with high urgency to the individual. We do not fund social needs directly, but rather we work with other organizations in the community to meet these needs. We work diligently to connect those we serve directly with the resources and follow up to discern the outcome. Unfortunately, we do not have any control over if the organization helps the individual, the amount that they are willing to support or the timeline for that support. These uncertainties can create delays in getting our needs met, as one is awaiting a response to know what next steps are needed. We continue to seek additional resources to meet any remaining needs.

  A change in therapist was necessary due to the initial therapist changing teams. We acknowledge that despite our best efforts this sometimes leaves gaps in knowledge transfer and creates some repetition on part of the individual being served in order to fully understand the complexity of the situation and needs at hand. SMI designation requires collaboration across multiple entities in order to support the evaluation and the transition of services to SMI providers. The need for several entities to collaborate and outreach to accomplish this is not unusual, yet frustrating to the person needing services. It is great to know that the individual has an appointment set up and this is in process. 

  Since the individual began services with us on February 20, 2024 he has had more than 50 engagements with CHP staff for support and assistance. I have attempted to contact the individual multiple times since the complaint was filed. I have left voicemails without a return call to date. I am happy to speak with the individual further to seek a mutually agreeable solution for us to work together to support his needs. 

  *************************, CEO