Grievance Process

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Grievance Policy

It is the policy of Vibrant Emotional Health to handle complaints and grievances quickly and effectively with the aim toward resolution to the extent possible.

Relevant Background And Definitions

A grievance about Vibrant Emotional Health or its subcontractors’ contact centers can include, but is not limited to, any complaint about inaccurate information provided, phone system issues, or the behavior or perceived manner of a counselor or peer support specialist. While some complaints can be immediately addressed by the counselor or peer support specialist, any individual who wishes to file a formal complaint will be offered the opportunity to discuss their concerns with a supervisor or report his/her experience in writing. If the complaint is about the referrals given and is limited to inaccurate information (such as a wrong phone number, long waiting list, insurance coverage limitations etc.), accurate information available will be offered to the caller or chat/text visitor, with the assurance that NYC Well will update records as appropriate.


For consumer to file a grievance:

  1. Notify any staff member of your complaint. If you prefer, you may call Vibrant Emotional Health’s anonymous grievance line at 1-866-364-3752 or go to
  2. Within two weeks of your complaint, we will invite you to a meeting to discuss it
  3. We will give you a written response within 48 hours of that meeting
  4. If you are not satisfied, you may appeal to the Vibrant Emotional Health Vice President/Chief Operating Officer. He will make a decision within seven days
  5. If you are still not satisfied, you may appeal to the President/CEO of Vibrant Emotional Health. She will make a decision within seven days
  6. If you are still not satisfied, you may appeal to the Vibrant Emotional Health Board of Directors. They will review your grievance at the next quarterly meeting of their Quality Assurance Committee. They will notify you of their decision within seven days of their meeting
  7. We will review all complaints and appeals promptly
  8. If you are not satisfied with our decision, we will direct you to the government agency that funds your program
  9. We will not punish you for filing a grievance. If you feel that we are treating you unfairly after filing a grievance, please call 866-364-3752

Informational phone numbers

  • The Vibrant Emotional Health Corporate Compliance Reporting Line, 50 Broadway, 19th Floor, New York, NY 10004: 866-364-3752. or
  • The Protection and Advocacy for Mentally Ill Individuals Program, 151 W. 30th Street, 11th Floor New York, NY 10001: 212-244-4664
  • The NYC Dept of Mental Health and Hygiene, Gotham Center, 42-09 28th Street, Queens, New York 11101: 311 or 212-219-5393
  • The NYS Office of Mental Health, 44 Holland Ave, Albany, NY 12229: (212) 330-1650; 1-800-597-8481