Client Bill of Rights

All clients of Community Alcohol Information Program are entitled to courteous, confidential, respectful and professional treatment.

CAIP at Headrest does not discriminate against any person coming to our program for services regardless of race, ethnicity, age, gender, sexual orientation, physical or mental handicap, human immunodeficiency virus status, language proficiency, ability to pay, or in any manner prohibited by local, state, or federal laws.

All clients are entitled to be treated with respect and dignity by any person employed by or volunteering service to the agency.

Clients have a right to confidentiality and privacy, except in emergencies or when required or permitted by law to disclose the information which shall include but not be limited to medical emergencies, when a client commits or threatens to commit a crime, or when a court order for disclosure has been made. CAIP staff is required by law to report harm to a child, disabled or elderly adult. All records and information are protected under state and federal law, specifically 42 CFR Part 2; 45 CFR Parts 160 and 164, Subparts A and E; 42 CFR 401.105, RSA 172:8-a; and RSA 318-B:12.

Clients have a right to timely service and to be kept informed of the status of their case. Our goal is to see all clients within 14 days or less from the time of their initial contact with our office. All staff members must be mindful of the time restraints clients are under related to the law and court orders and shall work with clients in as reasonable a manner as possible to accommodate the need for clients to receive appointments within the time limits set on them. Staff members shall make all reasonable efforts to begin all appointments or class start times on time. Clients have a right to be informed of any need to cancel or reschedule appointments or class sessions as is practical or possible.

Clients have a right to access and examine their files and records with CAIP and shall be given to right to do so as soon as possible after the request has been made by the client. Clients have a right to a copy of their records for a nominal fee that shall cover the costs of reproduction. CAIP shall reserve the right to not give copies of certain forms that are prohibited by regulation or state agency policy or rules. Should a client feel that there is a mistake in the records, the client may add their own written statement to their record. Clients have a right to have a third party, such as an attorney, investigative agent or counselor, have access to their records with a properly executed signed release of confidential information that meet the requirements of federal and state confidentiality regulations.

Clients shall be responsible for being prompt to all appointments and scheduled class sessions, Should you be unable to attend, you are responsible to give CAIP no less than 2 business days notice for intakes or evaluations, and no less than 3 business days notice prior to the beginning date of the IDEP or 5 business days prior to the first day of the WIDEP. You shall be charged for missed appointments and/or class groups. Clients may be charged for missed appointments should they come to any appointment or class session so late that the agency staff cannot keep the appointment or should it be disruptive to the ongoing class session. CAIP will make all reasonable efforts to reschedule the appointment or re-enroll the client into a class group in as soon a time as possible.

Should a client decide they no longer wish to receive services from CAIP, they are responsible to contact the main office and notify the secretary of their intention.

Clients shall be informed in writing of their rights and responsibilities at the time of their initial intake appointment. Clients shall be informed of agency policies as it relates to their behavior and responsibilities, as well as agency expectations and obligations at the time of their initial intake appointment.

Clients are encouraged to discuss any problems with the staff person with whom they are currently working as soon as any problems arise.

Clients have a right to file a grievance with the director of the agency if they believe they have been treated unfairly or unreasonably, or if they believe they have been discriminated against. Complaints should be made in writing with specific information so that any complaints can be investigated and followed up on as soon as possible. Should the complaint be against the director of the agency, the client has a right to complain to the Chairperson of the Board of Directors. Clients have a right to complain to the authorizing agency, NH Bureau of Drug and Alcohol Services, 105 Pleasant Street, Concord, NH.