NAS/SEN Grievances

Thank you for participating in Healthy Coalition of Miami-Dade Neonatal Abstinence Syndrome/ Substance Exposed Newborn (NAS/SEN) Program! We are excited to be working with you and your family. Our goal is to ensure your baby gets the best possible start in life and that you have the support and services you need.

The following information on the program — highlighting our respective roles and responsibilities — will contribute to our success:

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Your participation in the NAS/SEN Program is free and voluntary.

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Your assigned case worker will provide education, screening, and support and work to connect you to services you need in the community. Services will be provided to you in person at a comfortable, convenient place, such as your home. You will be told within 48 hours if there is a change in your Case Worker.

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You and your Case Worker will work together on your care. Our services are based on a supportive relationship between staff and participating families. You will be treated with respect and dignity.

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As a program participant, you are expected to keep all of your appointments. If you are unavailable to keep a scheduled appointment, you should notify your Case Worker at least 24 hours in advance. This allows the staff to make visits with other families.

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You have the right to ask for more information about any services you are offered. You can request or refuse services offered anytime during your participation in the program. Your continued participation in the program will not be affected by a specific request or refusal.

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All services, conversations, and records in our programs are private and confidential. We will not share any information about you without your written permission, consistent with state and federal laws.

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You should be able to read and understand all the information given to you. You can request services and information in your language or provided in a way you can access if you are sight or hearing limited or have other special needs.

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If you are not satisfied with your treatment or the services provided, you have the right to submit a complaint or grievance. To submit a complaint, you may leave your name and contact information with a detailed description of your concern here.

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All complaints about the quality of services will be sent to the Healthy Start Coalition Chief Executive Officer within the same day (or following day if submitted after 4 pm).

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The Neonatal Abstinence Syndrome/ Substance Exposed Newborn (NAS/SEN) is funded by Thriving Mind of South Florida through the Florida Department of Children and Family.