Your Guide to Handling
Unresolved Issues

<Still Under Construction>

Complaints About Our Business

At Family Solutions Home Care, we are committed to providing high-quality care and service. If you have a concern or complaint, we want to hear from you so we can address it promptly and fairly.

Steps to Submit a Complaint:

1. Contact Us Directly

   • Email: CareTeam@FamilySolutionsCares.com

   • Phone: 260.209.4404

   • Please provide your name, contact information, and a detailed description of your concern.
     
     

2. Written Complaint

   • You may submit a written complaint via email or mail to our office.

   • Please include relevant dates, names of staff involved, and any supporting documentation.
     
     

3. Response Timeline

   • We aim to acknowledge receipt of all complaints within 2 business days.

   • Complaints will be investigated promptly, and you will receive a written response outlining findings and any actions taken.
     
     

Additional Resources for Filing Complaints

Sometimes concerns may not be directly related to Family Solutions Home Care. The following resources can help you file complaints with the appropriate agencies if your concern involves state-regulated services, facilities, workplace issues, or civil rights please utilize the complaint options below.

Your feedback helps us improve our services and ensure the safety, satisfaction, and well-being of everyone we serve.

1. Bureau of Developmental Services (BDS) – Home and Community-Based Waiver Services

File a complaint if you believe a provider has not followed state or federal rules. Any individuals receiving services, guardians, family members, or community members can file complaints.  BDS will then investigate the complaint and determine the best course of action to assess the situation.

• • • Online Complaint Form: Submit Here

    • Phone: 800-545-7763

2. Supervised Group Living or Comprehensive Rehabilitative Facilities

File complaints regarding nursing or group home settings with the Indiana Department of Health – Long-Term Care.

• • • Online: File a Complaint

    • Phone: 800-246-8909

3.  Indiana Department of Health – Long-Term Care

For residents, family members, or advocates who have concerns about nursing or group home care, facility safety, or quality of life. You can file a complaint with the IDOH LTC division, who regulates supervised group living (group homes) and comprehensive rehabilitative management facilities.

• Online: File a Home Health Agency Complaint

• Phone: 800-246-8909

Long-Term Care Ombudsman:

This program advocates for residents in nursing homes and licensed assisted living facilities, helping to resolve issues related to quality of care, rights, and abuse.

• Contact:

• Phone: 800-622-4484

• Email: longtermcareombudsman@fssa.in.gov

4. Civil Rights / Discrimination

• Schools & Educational Programs – U.S. Department of Education, Office for Civil Rights (OCR)
  Who: Students, parents, or educators who experience or witness discrimination based on race, color, national origin, sex, disability, or age in federally funded schools or programs.
  How: Submit a complaint online, by email, or by mail:

  • Online: OCR Complaint Portal

  • Email: OCR@ed.gov

  • Mail: U.S. Department of Education, Office for Civil Rights, 400 Maryland Avenue SW, Washington, DC 20202-1100
    Include details such as names, dates, and description of the incident.
    
    

• Government Services & Public Accommodations – U.S. Department of Justice, ADA Division
  Who: Individuals experiencing discrimination or accessibility violations in government services, law enforcement, correctional facilities, or public accommodations (businesses, restaurants, hotels, transportation).
  How: File a complaint by phone or mail:

  • Comment Line: 202-353-1555

  • Main: 202-514-2000

  • TTY/ASCII/TDD: 800-877-8339

  • Mail: U.S. Department of Justice, Civil Rights Division, 950 Pennsylvania Avenue NW, Washington, DC 20530

5. File a Complaint (Deaf & Hard of Hearing)

If you believe your rights have been violated due to your Deaf or Hard of Hearing status, you can contact the following agencies for assistance:

• Case Management Services – Deaf Community Services

📧 advocate@eastersealscrossroads.org

📞 317-493-0107 (Video Phone)

• National Association of the Deaf (NAD) – Law & Advocacy Center

For nationwide legal advocacy, systemic issues, and assistance with ADA-related complaints.

 🌐 File a Complaint Online

6. Indiana Options for Complaints About TANF, SNAP, or Medicaid

• FSSA Member Services (primary line)

  • • Phone: 800-403-0864

    • Can handle questions, concerns, or complaints regarding benefits.
      
      

• Online Complaint or Inquiry

  • • FSSA Contact Form: https://www.in.gov/fssa/benefits-and-services/contact/

    • Use this to submit complaints or ask questions online; you can include your benefit details for faster resolution.
      
      

• State Fair Hearings / Appeals

  • • If your TANF, SNAP, or Medicaid benefits are denied, reduced, or terminated, you have a right to a fair hearing under Indiana law.

Request a hearing:

• • • • By phone: 800-403-0864

      • By mail: Indiana Family & Social Services Administration

      • By email: Access the Contact Form Here

    • Your benefits must continue during the appeal if requested on time.
      
      

• Indiana Medicaid Fraud & Abuse Hotline

If your concern is about fraud or abuse of Medicaid funds rather than personal benefits:

• • • Phone: 877-428-4375

    • Online: https://www.in.gov/iga/fraud/
      
      

• Legal Aid / Advocacy

  • Indiana Legal Services can help with SNAP/TANF/Medicaid complaints or appeals: https://www.indianalegalservices.org/

  • Disability Rights Indiana can help if the complaint involves a disability: https://www.disabilityrightsin.org/

7. Equal Employment Opportunity Commission (EEOC)

For workplace discrimination complaints (hiring, firing, pay, promotion, harassment, or denial of reasonable accommodations) based on disability or other protected categories.

📞 1-800-669-4000

📞 1-800-669-6820 (TTY)

📞 1-844-234-5122 (ASL Video Phone)

📧 info@eeoc.gov

8. Department of Labor – Wage & Hour Division

The Wage and Hour Division is responsible for enforcing some of the nation’s most comprehensive federal labor laws.
For employees with concerns about wages, hours, or working conditions. Call 1-866-487-9243 or file a complaint online. 

The Wage and Hour Division is responsible for enforcing some of the nation’s most comprehensive federal labor laws.
You will be directed to the nearest WHD office for assistance. There are WHD offices throughout the country with trained professionals to help you. 

Disabilities Ombudsman

The Medicaid waiver program has a statewide waiver ombudsman who receives, investigates, and attempts to resolve complaints and concerns that are made by or on behalf of individuals who have intellectual and developmental disabilities and participate in home and community-based services through the Bureau of Disabilities Services.

The ombudsman is independent of BDS and is not funded by and does not report to anyone in the waiver program to remain a neutral party.

What does the statewide waiver ombudsman do:

Per Indiana Code 12-11-13, the role of the statewide waiver ombudsman is to receive, investigate and attempt to resolve complaints on concerns that are made by or on behalf of individuals who have an intellectual disability and who participate in home and community-based waiver services.

Please note that the ombudsman can not perform the following actions:

• • Legal advice

  • Guardianship

  • Assist with complaints outside of BDS home and community-based services

Who can contact the statewide waiver ombudsman?

• • Participants of home and community-based services

  • Relatives, guardians and friends of participants of home and community-based services

  • Administrators and employees of home and community-based service providers

  • Anyone concerned about the welfare of participants of home and community-based services

  • The community at large

Reasons why people call the statewide waiver ombudsman:

• • Complaints initiated by families and/or participants

  • Complaints involving rights or issues of participant choice:

  • Complaints requiring coordination between legal services, the Bureau of Disabilities Services and provider services.

If you decide to file a complaint with the statewide waiver ombudsman, here is what you can expect:

• • The information we receive is confidential.

  • You have the right to remain anonymous.

  • The ombudsman will review your complaint within 2-3 business days of receipt of the complaint.

  • If you provide your contact information, the ombudsman may contact you for additional information.

If the participant or participant’s representative requests and grants permission to receive assistance from the program, an ombudsman will assist the participant or their representative to try to resolve their concerns.

How to file a complaint

If you or someone you care about receives services from the Bureau of Disabilities Services, you have the right to file a complaint regarding your concerns about the quality of life or care for yourself or your loved one.

There are several ways you may express your concerns:

• Talk directly to staff and/or leadership of the HCBS provider

• File a written grievance with the organization.

• Call the Indiana State Department of Health Complaint Line at 800-246-8909 for SGL settings.

• Submit a complaint online here.

Contact your statewide waiver ombudsman at:

• Contact: Matt Rodway

Email: Matt.Rodway@fssa.in.gov

Call toll free: 800-622-4484, press 2

Call: 317-503-1217

Email: Matt.Rodway@fssa.in.gov or BDDSWaiver.Ombudsman@fssa.in.gov 

Long-Term Care Ombudsman

What does a long-term care ombudsman do?

Certified long-term care ombudsmen are trained to receive complaints and assist residents to resolve problems in situations involving quality of care, use of chemical or physical restraints, transfer and discharge, abuse and other aspects of resident rights.

Your ombudsman will:

• • Advocate for your rights as a resident living in a long-term care facility

  • Work to resolve concerns about your quality of life and quality of care received

  • Work with you, your family or friends, and facility staff to meet your needs

  • Negotiate on your behalf

  • Provide education on how to self-advocate

  • Provide education about long-term care facilities as well as other service options in the community

  • Help you establish a resident or family council

  • Help you access information

  • Attend involuntary discharge hearings with you

Who can contact the long-term care ombudsman?

• • Residents of nursing homes and licensed assisted living facilities

  • Relatives and friends of residents in long-term care facilities

  • Administrators and employees of long-term care facilities

  • Anyone concerned about the welfare of residents of long-term care facilities

  • The community at large

How to file a complaint

• • If you or someone you care about lives in a nursing home, a licensed residential care facility (assisted living) or an adult family care home, you have the right to file a complaint regarding your concerns about the quality of life or care for yourself or your loved one.

  • There are several ways you may express your concerns:

  • Talk directly to staff and/or leadership at the facility.

  • File a written grievance with the facility.

  • Voice your concerns at the facility resident council meeting or family council meeting.

  • Call the Indiana State Department of Health Complaint Line at 800-246-8909 or click here to file an online complaint.

  • Contact your state or local Long-Term Care Ombudsman at 800-622-4484, email at longtermcareombudsman@fssa.in.gov or by submitting your complaint on our website.

Appeals & Grievances:

Humana: https://www.humana.com/medicaid/indiana/support/grievances

Pathways: Issue Tracker

How to File a Medicaid Appeal in Indiana

Within 7-10 business days of submitting the complaint with your address, you will receive a letter to verify your complaint was received.

After the complaint investigation is initiated, a state surveyor will enter the facility or entity unannounced. Facilities and entities are not notified when a complaint investigation will take place.

During the investigation, a surveyor may attempt to contact you to gather additional information. After the investigation has been completed, you will be informed, through the mail, of the complaint investigation findings. Investigation reports are not provided electronically.

I want to file a complaint about a lawyer - what do I do?

The Indianapolis Bar Association does NOT have the authority to independently investigate or act upon allegations of lawyer misconduct. The Indiana Supreme Court's Disciplinary Commission performs that role. To obtain that information and/or a complaint form, log on to the Disciplinary Commission Website, or call (317) 232-1807.