PACE: Grievances and Appeals

PACE: Grievances and Appeals 

Each PACE must have a formal, written grievance process in place as well as an appeals process. This course will describe what these processes need to contain. However, it is critical that you are familiar with your specific organization’s policies and procedures for grievance and appeals.


Hours: 0.25


Certificates provided by accrediting body (0 Match)

Course Details

Course Code: REL-SRC-0-PGA
Hours: 0.25
Type: Online Course
Content Expiration Date: 10/31/2023
Learning Objectives:
Define the terms "grievance" and "appeal"
Describe the grievance and appeal process for PACE organizations.

Section 1: Introduction
A. About This Course
B. Learning Objectives
Section 2: The Process and Appeals
A. Grievance Process
B. Appeals
C. Expedited Appeals
D. Review
E. Summary
Section 3: Conclusion
A. Summary
B. Course Contributor
C. Resources
D. References
E. Congratulations

Instructor: Ursula Robinson LCSW, MHA
Ursula Robinson LCSW, MHA is the Executive Director of PACE of Guilford and Rockingham Counties, PACE of the Triad, located in Greensboro, NC. Ursula served on the planning committee to evaluate the feasibility of bring PACE to Greensboro and was hired as the first Executive Director in 2010. Under her leadership, PACE of the Triad is the fourth largest PACE program in NC and the first PACE program in North Carolina to provide an Alternative Care Setting to serve rural participants. PACE of the Triad has grown from a start-up operation with one employee in 2010 to 82 employees, volunteers and over 250 acute, long-term care, and medical specialist providers. PACE of the Triad’s annual budget was $16M in in 2016. The organization has served approximately 400 participants and families since inception. Prior to PACE, Ursula was employed with Hospice and Palliative Care of Greensboro for 18 years in various progressive leadership roles. She currently serves on the following Board of Directors: Greensboro Urban Ministries, NC LeadingAge and North Carolina PACE Association. Ursula has taught at Duke’s Divinity School, UNC-G’s School of Social Work, and The National Hospice and Palliative Care Organization’s Leadership Program. She has a master’s degree in Health Care Administration from Pfeiffer University and a master’s degree in Social Worker from UNC-Chapel Hill. She earned her bachelor degree in Social Work from UNC-G. She is a licensed Clinical Social Worker and National LeadingAge Fellow. Some of Ursula’s awards include The Greensboro Chapter of NAACP’s Community Service Award and The North Carolina PACE Association’s Leadership Award. Disclosure: Ursula Robinson LCSW, MHA has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: Administrators; in the following settings: Post-Acute Care.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.