Program Integrity
WA Cares Complaint Resolution
PNW Home for Life is committed to equitable, transparent service delivery. If you have a concern about a Community Assistor or our WA Cares program, we want to hear from you — and we take every complaint seriously.
1. Purpose
PNW Home for Life LLC implements a transparent complaint process that enables applicants, beneficiaries, and community members to report concerns related to Community Assistor services. This policy supports required internal controls for program integrity, equitable service delivery, and the responsible use of public funds under our DSHS contract (Contract #2635-69137).
2. How to Submit a Complaint
Complaints may be submitted through any of the following channels. You may remain anonymous — contact information is optional.
Phone
Online Form
Use the form below on this page
In Writing
1805 11th St
Anacortes, WA 98221
To help us investigate thoroughly, please include as much of the following as you can — though none of it is required:
- Date of the incident
- Name of the Community Assistor involved (if known)
- Description of the concern or issue
- Your contact information (optional — only needed if you want a direct response)
3. Resolution Timeline
All complaints are handled according to the following timeline:
4. What Happens After You Submit
All complaints are:
- Logged in a secure complaint-tracking register
- Reviewed by the Program Manager
- Investigated through documentation review and stakeholder input as appropriate
- Escalated to DSHS when required by contract
Depending on the findings, corrective actions may include retraining, a written corrective action plan, suspension or removal of a Community Assistor, or reporting to the DSHS CAN Program Manager. All complaint records are retained for six (6) years per our DSHS contract requirements.
5. Submit a Complaint Online
Submit Your Complaint or Concern
All submissions are reviewed by our Program Manager. You may remain completely anonymous if you prefer.
Information submitted through this form is handled in accordance with our Privacy Policy and DSHS data security requirements. No health information should be included in this form.
6. Escalation Options
If you are not satisfied with the resolution provided by PNW Home for Life, you have the right to escalate your complaint directly to DSHS:
Escalate to DSHS WA Cares Community Assistance Network
DSHS Contact: Stephanie Endler, Manager
Email: stephanie.endler1@dshs.wa.gov
Address: 4500 10th Avenue SE, Lacey, WA 98503-5600
Further escalation is available to the Director, Office of the WA Cares Fund, PO Box 45600, Olympia, WA 98504-5600, within 10 business days of receiving PNW Home for Life’s written decision.
7. Reporting Abuse or Neglect
If you believe a vulnerable adult or child has been abused, abandoned, neglected, or financially exploited, please report immediately to:
- DSHS Abuse Hotline: 1-866-363-4276 (1-866-END-HARM)
- Online: dshs.wa.gov/report-abuse-and-neglect ↗
- Emergency: Call 911
Questions About This Process?
We’re here to help and want to make this process as easy as possible for you.