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Client Complaint and Grievance Process

At Inner County Outreach, Inc. (ICO), we are committed to providing compassionate, high-quality services and maintaining the trust of every client we serve.
We recognize that concerns may arise from time to time, and we are dedicated to addressing them promptly, respectfully, and fairly.

How to Submit a Complaint

Clients are encouraged to submit complaints in any format they feel most comfortable with. While verbal complaints are accepted, written complaints help ensure clear documentation and effective resolution.

To submit a complaint:

  • Step 1: Client and/or family member concerns, questions, or problems should first be directed to the client’s counselor or ICO’s Clinical Director, Danelle Johnson.
  • Step 2: If you wish to make a formal written complaint, you may:
    • Submit it directly to your therapist or assigned project specialist, or
    • Place it in the COO’s mailbox located at ICO Headquarters.
      This mailbox is checked regularly by the Compliance Officer and Chief Operating Officer.
  • Step 3:
    If the complaint involves the client’s therapist, or if the matter is not resolved through the steps above, the complaint should be directed to ICO’s Clinical Director.
    Should resolution not be reached at this level, the complaint will be referred to the governing authority of Inner County Outreach, Natalie Johnson.

External Formal Complaint Options

At ICO, we respect each client’s right to seek resolution outside of our organization. If your concern cannot be resolved internally, or you prefer to pursue an external review, the following options are available:

  • Maryland Board of Professional Counselors and Therapists
    For concerns about a therapist or clinician, you may contact the Board directly at (410) 764-4732 or visit:
    https://health.maryland.gov/bopc/pages/complaintold.aspx
  • Maryland Department of Health Helpline
    If you are dissatisfied with services provided by ICO or the behavioral health system in general, you may contact the Maryland Department of Health toll-free at 1-800-888-1965 for guidance and assistance.
  • Behavioral Health Administration (BHA) or Core Service Agency (CSA)
    Clients may also submit a formal written complaint to the Behavioral Health Administration (BHA) or their local Core Service Agency (CSA). Both agencies work to ensure that all complaints are properly reviewed and addressed:
    https://health.maryland.gov/boardsahs/Pages/complaint.aspx

Our Commitment to You

Your voice matters.
ICO values feedback from our clients and families as an opportunity to continuously improve our services and strengthen our commitment to integrity, transparency, and quality care.