After-hours Phone Update: Beginning July 6, our after-hours call process will be slightly changing. Between the hours of 10pm and 8am, our (585) 922-2800 number will be operated by an answering service. However, there will be no changes to the services or assistance available during this time; only our answering process has changed. Access to a triage nurse and on-call provider will continue to be available at all times. We look forward to assisting you!
ElderONE complies with applicable federal civil rights laws and does not discriminate on the basis of race, creed, color, national origin, sex (including gender identity or status of being transgender), sexual orientation, age or physical or mental disability (including gender dysphoria), developmental disability, type of illness or condition, or source of payment.
If you need these services, contact your ElderONE social worker.
If you believe that ElderONE has failed to provide these services or discriminated in another way on the basis of race, ethnicity, color, national origin, ancestry, religion, sex, age, sexual orientation, marital status, registered domestic partner status, military status, mental or physical disability, medical condition, genetic information, or source of payment, you can file a grievance with:
Attn: Performance Improvement Coordinator
490 E. Ridge Road
Rochester, NY 14621
Phone: (585) 922-9959
Toll Free: 855-457-4636
Fax: (585) 922-2847
You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, ElderONE’s Performance Improvement Coordinator is available to help you.
You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf, or by mail or phone at:
U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C. 20201
1-800-368-1019, 800-537-7697 (TDD)
Complaint forms are available at https://www.hhs.gov/ocr/office/file/index.html