Mental Health Ombudsman

Mental Health Ombudsman Services

What is a Mental Health Ombudsman?

Lower Columbia CAP has a contract with Cowlitz County for the provision of Mental Health Ombudsman Services. The Southwest Regional Support Network (SWRSN), a division of the Human Services Department in Cowlitz County, has a mission to manage the provision of a consumer driven network of individualized mental health services. The Ombudsman is a trained staff person or volunteer who receives, investigates and reports on complaints and grievances for the people receiving mental health services in Cowlitz County.

What Does the Mental Health Ombudsman Do?

Listens to and makes every effort to resolve the complaint in writing within 10 days of filing. Otherwise, a letter will be sent to you discussing the complaint or grievance.
Researches complaint solutions.
Reports and recommends solutions.
Works with mental health providers and policy makers to improve services.
May assist with grievances, appeals, and the State fair hearing process.

Consumer Responsibilities

Participate in an individualized treatment plan.
Co-operate with treatment staff.
Keep scheduled appointments

How Do I File a Complaint or Grievance?

Call 360-414-0237 and talk to the Mental Health Ombudsman and explain your complaint. Office hours are 1:30 - 4:00 pm Monday thru Friday. Before and after office hours and on weekends you may leave a confidential message. The Mental Health Ombudsman will return your call as soon as possible.
You may also contact your mental health provider to file a complaint through the agency where you are receiving services. Usually, they have a person who is designated to handle complaints.
You may also contact the Southwest Regional Support Network Quality Manager at 360-501-1201 or 1-800-347-6092 and file a complaint with them.

Contact Numbers:

If there is a life-threatening emergency, please call 911.

If you or a family member think you are having a mental health crisis, please call the 24/7 Crisis Line:

Cowlitz County - 360-425-6064 or 1-800-803-8833
Wahkiakum County - 1-800-635-5989
Clark County - 1-800-626-8137
Lewis County - 1-800-559-6696

Southwest Regional Support Network Quality Manager at 360-501-1201 or 1-800-347-6092 to locate mental health services and providers, or to file a complaint or grievance.

Mental Health Ombudsman at 360-414-0237 to file a complaint or grievance.

Mental Health Division, Washington State Department of Social and Health Services 1-800-446-0259 or www.dshs.wa.gov/mentalhealth

Mental Health Consumer Bill of Rights

To be treated with respect and dignity.
To have your privacy protected.
To help develop a plan of care and services that meet your needs.
To participate in decisions regarding your mental health care.
To receive services in a barrier-free location (accessible).
To request information about names, locations, phones, and languages for local agencies.
The right to receive the amount and duration of services you need.
To request information about the structure and operation of the RSN
The right to services within 2 hours for emergent care and 24 hours for urgent care.
To be free from use of seclusion or restraints.
To receive age and culturally appropriate services.
To be provided a certified interpreter and translated material at no cost to you.
To understand available treatment options and alternatives.
To refuse any proposed treatment.
To receive care that does not discriminate against you (e.g. age, race, type of illness).
To be free of any sexual exploitation or harassment.
To receive an explanation of all medications prescribed and possible side effects.
To make an advance directive, which states your choices and preferences for mental health care.
To receive quality services that are medically necessary.
To have a second opinion from a mental health professional.
To file a grievance with your agency or RSN.
To choose a mental health care provider or choose one for your child if under thirteen years of age.
To change mental health care providers during the first 30 days, and sometimes more often.
To file a request and receive a copy of your medical records and ask for changes.
To be free from retaliation.

You may want to ask your mental health care provider for more information about your rights. Your rights will be provided to you in writing when you request services. When you receive mental health care in a hospital, you have additional rights.