Burrell agrees to comply with all provisions prohibiting discrimination on the basis of race, color, or national origin of Title VI of the Civil Rights Act of 1964, as amended, 42 U.S.C. 200d et seq., and with U.S. DOT regulations, “Nondiscrimination in Federally-Assisted Programs of the Department of Transportation – Effectuation of Title VI of the Civil Rights Act,” 49 CFR part 21.

Burrell assures that no person shall, as provided by Federal and State civil rights laws, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity.  Burrell further ensures every effort will be made to ensure non-discrimination in all programs and activities, whether those programs and activities are federally funded or not.

Burrell meets the objectives of the FTA Master Agreement which governs all entities applying for FTA funding, including Burrell and its third-party contractors by promoting actions that:

  1. Ensure that the level and quality of transportation service is provided without regard to race, color, or national origin.
  2. Identify and address, as appropriate, disproportionally high and adverse effects of programs and activities on minority populations and low-income populations.
  3. Promote the full and fair participation of all affected Title VI populations in transportation decision making.
  4. Prevent the denial, reduction, or delay in benefits related to programs and activities that benefit minority populations or low-income populations.
  5. Ensure meaningful access to programs and activities by persons with Limited English Proficiency (LEP).

Procedure for Filing a Title VI Complaint Regarding Title VI and Transportation

Filing a Title VI Complaint

The complaint procedures apply to the beneficiaries of Burrell’s programs, activities, and services.

RIGHT TO FILE A COMPLAINT Any person who believes they have been discriminated against on the basis of race, color, or national origin by Burrell may file a Title VI complaint by calling the client advocate at 417-761-5024, or in writing to the Client Advocate/ Burrell Behavioral Health, 1300 E. Bradford Parkway, Springfield, MO  65804.

Complaints regarding violation of confidentially or client rights shall result in an incident report being filed and shall be referred to the Vice President of Research and Quality Assurance for investigation and prompt, responsive and impartial review.  The investigation, review and response must occur within 30 days from the date of the complaint.

HOW TO FILE A COMPLAINT Information on how to file a Title VI complaint is posted on our Client Rights poster on display at every location and in our client information booklet we give all new clients.

Complaints can be called in to the Administration Assistant of the VP of research and Quality Assurance who will take the complaint and forward to the appropriate staff to get the issue solved.

Complain can also be called in to Corporate Compliance Hotline at 417-761-5028.

If a written complaint or an incident report is used, it must include:

  •  Your name, address and telephone number.
  • Specific, detailed information (how, why and when) about the alleged act of discrimination.
  • Any other relevant information, including the names of any persons, if known, the agency should contact for clarity of the allegations.

If the complainant disagrees with VP of Research and Quality Assurance’s determination, the complainant may request reconsideration by submitting an appeal to the President/CEO within five working days of being informed of the response to the complaint.   The President/CEO shall complete his investigation within ten working days and report his finding to the client.

DMH clients not satisfied with the outcome of internal Burrell review processes may take their compliant to the Client Rights Monitor of the Department of Mental Health at 800-364-9687

A person may also file a complaint directly with the Federal Transit Administration, at the FTA Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590.

Every facility has a secure comment box with comment sheets available in case you would like to make an anonymous complaint, comment, suggestion.  These are maintained and tracked by our Research and Quality Assurance Department.

All staff involved with a comment card (including any staff named by the respondent, the supervisor, and/or administrative staff) are given copies of the comment card for follow-up and response. It is the responsibility of the assigned staff to follow-up with and respond to client comments as well as to provide QI staff with notification of the response and outcomes. All comment cards (including response and outcomes) are reviewed by the QI Committee on a periodic basis for discussion of necessary follow-up actions, potential trends, and the need for changes regarding resources available to staff, rules and regulations, or reporting.

To obtain additional information about your rights under Title VI, or if you would like to receive more information in a different language, please contact Leslie McCafferty at Burrell Behavioral Health by calling 417-761-5023 or by mail at 1300 Bradford Parkway, Springfield, MO  65804.