IRN Certified RCO Grievance Policy


Potential sanctions for the violation of the Indiana Recovery Network (IRN) RCO Standards of Best Practices will be determined by the Indiana Division of Mental Health and Addictions (DMHA). The IRN is a third-party partner of DMHA to collect, and evaluate, potential quality standards violations for ruling by DMHA.

Formal Grievance Process

It’s important to follow the grievance or complaint procedures carefully and to document all pertinent facts, dates, and information when filing a report or claim.

Step 1: RCO Best Practices and National Standards

Grievances against certified recovery community organizations (RCO) are considered as potential or perceived violation of any of the ten (10) “National Standards of Best Practices for Recovery Community Organizations,” created by Faces and Voices of Recovery, the national leader in and for RCOs. Please review the “National Standards of Best Practices for Recovery Community Organizations,” to ensure the RCO in question is compliant with these standards.

Step 2: Submission

A Formal Grievance should be submitted within 30 days of when the complainant became aware or suspected the violation of standards. Verbal or e-mailed grievances will not be acted upon.

Step 3: Notification of Receipt

Grievant will be notified by email within ten (10) business days of the IRN RCO Certification Team of the receipt of the grievance. The IRN RCO Certification team will review the submission and may request additional information.

Step 4: Investigation

Within 30 days of receipt of the grievance submitted using the form located in step one (1) of the grievance process, the IRN RCO Certification team will complete a non-biased investigation of the matter and record the findings in a report to be provided to DMHA.

An extension of no more than 30 days may be granted for investigations that take longer than the initial 30-day timeframe. No member of the IRN RCO Certification team shall intentionally try to stall, prolong, or delay proceedings. The complainant /grievant and/or accused may be requested to appear separately in front of the IRN RCO Certification Team as part of the investigation process. Written notice of the requested time and date will be agreed upon between the Indiana Recovery Network and the complainant or other parties being interviewed.

Step 5: Presentation to DMHA

The IRN RCO Certification Team will present to DMHA the information collected at the conclusion of the investigation. The presentation shall include the complaint/grievance, investigation summary including an objective account of everything that transpired to result in the grievance as well as anything that has occurred because of the grievance, and the recommended action to be taken. The IRN RCO Certification Team will provide DMHA a recommendation. Action to be taken will be at the sole discretion of DMHA.

Step 6: DMHA Decision / Recommendations

DMHA will determine all disciplinary actions taken, as warranted, based upon the investigation. IRN RCO Certification Team will follow the recommendations determined by DMHA.