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Share Your Concerns 
and Experiences

Your Voice Matters
At JRI, we are dedicated to fostering a respectful, collaborative and welcoming environment for all our employees and those we 
serve. Your feedback is crucial in helping us maintain the high 
standards we strive for in all our programs and services.
Please know your complaint will not result in retaliation or barriers to services.
View JRI's Resolving Complaints and Grievances Policy
How the Process Works
Initial Discussion
If you are receiving our services or are involved with JRI (such as staff, parents, or advocates) and have a complaint, we encourage you to start by discussing it directly with the staff member involved.

The staff will work with you to resolve the situation and inform you of any actions taken within three business days.
Written Complaints
If the issue isn’t resolved after an initial discussion, or if you prefer, you can submit a written complaint using the JRI Complaint Form. Forms are available in your program or from the Human Rights Officer.

You can also make a complaint by speaking to the Human Rights Officer, senior program staff, or through program-specific methods such as email or QR Code.
Investigation and Resolution
For non-abuse issues, the Rights Officer (or designee) will investigate and take corrective action where necessary within three business days. 

Non-abuse issues will be investigated and resolved within three business days. The problem may be referred to the Program Director if it is complex or unclear and requires further investigation. The Human Rights Officer will let you know about any decision made.
Submitting Complaints to CARF or The Joint Commission
Programs Accredited by CARF

Submit a complaint for programs accredited by CARF using any of the following options:

Programs Accredited by The Joint Commission

Submit a complaint for programs accredited by The Joint Commission using any of the following options:

  • Phone: (800) 994-6610
  • Fax: (630) 792-5636
  • Fax: (520) 318-1129
  • Email: [email protected]
  • Mail (to the Office of Quality Monitoring): The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, IL 60181
Department of Mental Health (DMH) Programs

Department of Mental Health (DMH) programs follow the procedures and use forms as required by DMH.

Frequently Asked Questions
A complaint is any concern regarding the treatment of individuals served by JRI's programs. This can include situations or actions perceived as dangerous, illegal, inhumane, or violating JRI's Rules of Conduct or professional ethics and services.
If you aren’t satisfied with the decision, you can appeal to the program’s supervising Vice President or Division Director within three days of receiving the response. We’ll work to resolve your appeal within ten working days and inform you of the outcome. You can also choose to consult with your attorney.
The Human Rights Officer and staff are available to assist anyone needing help filing a complaint. Please place your completed form in a sealed envelope and drop it off in designated Rights Containers or hand it to any staff member. It will be forwarded to the Human Rights Officer, who will report it to the Program Director (or designee) by the next business day.

If your concern about safety and quality of care isn’t resolved at the program level, please contact our corporate office.

  • JRI Corporate Office: 160 Gould Street, Suite 300, Needham, MA 02494
  • JRI Compliance Officer: [email protected]

As a Member, you have the right to file a grievance with your insurance company if you're unhappy with any part of the services or your health care provider’s care. If you have concerns about your clinical treatment that haven’t been resolved at the program level, you can reach out to…

  • MBHP Clinical Access Line: 1-800-495-0086
  • Beacon Health Options: Use the (800) number on the back of your member ID card.
  • The Massachusetts Substance Use Helpline (for BSAS licensed programs): 1-800-327-5050 or visit masshelpline.com

If you need complaint numbers for other insurance providers, please ask your clinician or Program Director for assistance.

We are committed to addressing your concerns with compassion and urgency. Thank you for helping us uphold JRI's values and standards.
CARF accreditation badge
Joint Commission International Quality Approval gold seal.
JRI's intensive residential treatment programs, clinics, and community-based services are accredited by the Joint Commission. JRI's residential schools, group homes, day habilitation and Huntington at Symphony are accredited by CARF.
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