How can the Ombudsperson help me?
The Ombudsperson serves an impartial role and will work as a team with you and your MassAbility service provider to offer solutions to problems you may be facing, and explore other opportunities and services that may be available to you.
Reasons you may want to connect with the Ombudsperson:
- Delays in your service
- Questions about services available to you through MassAbility
- You've been denied a service
- You're unsure how to navigate MassAbility's programs
- You're having communication issues with your MassAbility service provider
- You are feeling unheard, or that your needs are not being met
- You are unsure of the next steps in your case
How do I contact the Ombudsperson?
To reach the MassAbility Ombudsperson, please call 857-919-7351 or e-mail MBY-ombudsperson@mass.gov.
You can also send a letter to:
MassAbility
Attn: MassAbility Ombudsperson
600 Washington St.
Boston, MA 02111
*MassAbility always encourages family members, medical professionals, and other MassAbility team members to contact the Ombudsperson if they believe there’s an issue between you and your provider.
What is the appeal process?
Sometimes the MassAbility Ombudsperson may be unable to resolve your service issue. That’s okay: we’ve created an appeal process to help you fix the situation. The appeal process includes your participation in:
- an Administrative Review, and if necessary
- a Mediation, and/or
- a Fair Hearing
How each part of the process works:
Administrative Review
You and an advocate of your choice will meet with your MassAbility service provider, your MassAbility service provider’s supervisor, and an Administrative Review Officer.
The Review Officer works with you and your provider to resolve the dispute and reach an informal agreement. In situations where you and the provider can’t reach an agreement, the Review Officer decides an outcome with the information provided to them.
If you don’t agree with the decision, you can appeal and request a Mediation or Fair Hearing.
Mediation
You and your MassAbility service provider meet with a trained 3rd-party Mediator (provided by the Massachusetts Office of Dispute Resolution). The Mediator opens up a discussion between you and your provider, and creates a written settlement agreement that serves both parties. If no settlement can be created, you can request a Fair Hearing.
Fair Hearing
Includes you, advocates of your choice, your MassAbility service provider, other MassAbility team members, and an impartial Fair Hearing Officer.
The Hearing Officer reviews all case information, listens to testimonies from both parties, and makes a final decision. If you disagree with the decision, you can take your issue to the state and file an appeal with the Superior Court of the Commonwealth.
Additional Support:
At MassAbility, we’re committed to supporting you throughout the appeal process. To help you deal with your situation, we give you access to a Client Assistance Program (CAP) Advocate from the Massachusetts Office on Disability (MOD). To speak with a CAP advocate, please call 617-727-7440.