Support for your Home and Community-Based Concerns

What is a Home and Community-Based Service concern?

A HCBS concern can be about the state or provider not meeting HCBS requirements, including:

• Person-centered planning.
• Services in the care plan are not being delivered.
• Barriers to accessing HCBS.
• HCBS setting requirements.

Start with your HCS Case Manager

If you have a concern about your Home and Community-Based Services, begin by contacting your Home & Community Services or Area Agency on Aging case manager. Your case manager can help you resolve issues related to:

• Your care plan.
• Service delivery.
• Provider communication.
• Access to Home and Community-Based Services support.

Need help identifying your case manager?

Review your recent Service Summary document or contact your local HCS office or local AAA office for information. 

If your concern is not resolved, or if you are not comfortable talking to your case manager:

Please escalate your concern to their supervisor by contacting your local HCS office or local AAA office.

If your concern is still not resolved or you need to escalate it.

You may file a formal grievance through the HCBS Beneficiary Grievance System, which provides a safe and accessible way for people receiving services to share concerns about their Home and Community-Based Services in any of the following ways:

• Online: Submit through the public HCBS grievance portal: Access.dshs.wa.gov
• Email: Send your concern to our grievance mailbox: grievances@dshs.wa.gov
• Phone: Call the DSHS Community Relations on 1-800-737-0617
• In person: by visiting any of the HCS local office.
• By Mail:
  • Home and Community Living Administration
    Attn: HCS/DDA Grievances
    PO Box 45600
    Lacey, WA 98504-5600

Please note that this system does not offer emergency services, if you have an emergency, please dial 911.