New Horizons Community Support Services, Inc.
ADA Complaint Procedures
If you have a complaint about the accessibility of our transit system or service, or believe you have been discriminated against because of your disability, you can file a complaint. Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident.
How do you file a complaint?
You can call us, Download and use our ADA complaint form here, or request a copy of the form by writing New Horizons Community Support Services, Inc., 2013 William Street, Jefferson City, MO 65101 or phoning 573-636-8108.
You may file a signed, dated and written complaint no more than 180 days from the date of the alleged incident. The complaint should include:
- Your name, address and telephone number. (See Question 1 of the complaint form.)
- How, why, and when you believe you were discriminated against. Include as much specific, detailed information as possible about the alleged acts of discrimination, and any other relevant information. (See Questions 6, 7, 8, 9, 10, and 11 of the complaint form.)
- The names of any persons, if known, whom the director could contact for clarity of your allegations. (See Question 11 of the complaint form.)
Please submit your complaint form to address listed below:
Angela Heidbreder, HR Specialist
New Horizons Community Support Services, Inc.
2013 William Street
Jefferson City, MO 65101
Do you need complaint assistance?
If you are unable to complete a written complaint due to a disability or if information is needed in another language we can assist you. Please contact us at 573-636-8108 or email us at aheidbreder@mo-newhorizons.com
How will your complaint be handled?
New Horizons Community Support Services, Inc. investigates complaints received no more than 180 days after the alleged incident. New Horizons Community Support Services, Inc. will process complaints that are complete. Once a completed complaint is received, New Horizons Community Support Services, Inc. will review it to determine if New Horizons Community Support Services, Inc. has jurisdiction.
New Horizons Community Support Services, Inc. will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, New Horizons Community Support Services, Inc. may contact you. Unless a longer period is specified by New Horizons Community Support Services, Inc. you will have ten (10) days from the date of the request to send the requested information. If the requested information is not received, New Horizons Community Support Services, Inc. may administratively close the case. A case may also be administratively closed if you no longer wish to pursue it.
After an investigation is complete, New Horizons Community Support Services, Inc. will send you a letter summarizing the results of the investigation, stating the findings and advising of any corrective action to be taken as a result of the investigation. If you disagree with New Horizons Community Support Services, Inc. determination, you may request reconsideration by submitting a request in writing to the New Horizons Community Support Services, Inc. HR Specialist within seven (7) days after the date of New Horizons Community Support Services, Inc. letter, stating with specificity the basis for the reconsideration. The HR Specialist will notify you of the decision either to accept or reject the request for reconsideration within ten (10) days. In cases where reconsideration is granted, the HR Specialist will issue a determination letter to the complainant upon completion of the reconsideration review.
Do I have other options for filing a complaint?
We encourage that you file the complaint with us. However, you may file a complaint with the Missouri Department of Transportation or the Federal Transit Administration.
Missouri Department of Transportation
External Civil Rights Division
Title VI Coordinator
1617 Missouri Blvd.
P. O. Box 270
Jefferson City, MO 65102-0270
www.modot.org
Federal Transit Administration
Office of Civil Rights
1200 New Jersey Avenue SE
Washington, DC 20590