Audio
What to Do if a Complaint is Made to the Board
As clinicians, one of our worst fears is receiving a complaint from a client or another party. While it may not happen during your career, the possibility always looms in the back of our mind. Even when we do our best to provide effective care and adhere to ethical guidelines, the reality is that complaints can still occur. Complaints can come from clients, or even from individuals in our personal lives seeking to damage our reputation. Regardless of the source, the emotions that follow a complaint can consist of shock, fear, and worry, which can be overwhelming.
Obviously, we take steps to minimize the chances of a complaint by ensuring we provide effective care to our clients. This includes adhering to ethical guidelines, contacting our liability insurance whenever we sense a potential issue, and referring clients out when we feel we’re not competent to provide the necessary services. Additionally, we must always remain vigilant about avoiding dual relationships with clients,
Here are some key steps to take if you find yourself in this difficult situation:
Step 1: Contact Your Liability Insurance
The very first thing you need to do if a complaint is made against you is to contact your liability insurance. They are your biggest ally in navigating this process, providing guidance and legal support if needed. It’s essential to let them know what’s going on right away, so they can assist in your defense and ensure you’re following the appropriate steps.
Step 2: Be Transparent with Your Employer or Agency
If you work within an agency or for a practice, it’s important that you inform your employer as soon as a complaint is made. Although there may be a fear of losing your job, transparency is key. Employers will appreciate your honesty, and it’s better for them to hear about the complaint from you rather than discovering it through other means, such as a routine license verification. Often, agencies are aware that complaints can be part of the profession and will support you through the investigation. Some employers may increase supervision or require regular check-ins, but it’s unlikely they will terminate your position based on the complaint alone.
If you’re an independent contractor, the process may be different, but keeping any contracting practice informed is just as important. Regular communication can help maintain trust and keep everyone aligned as the complaint process unfolds.
Step 3: Be Mindful of Your Caseload
While waiting for the results of the investigation, it’s important to carefully manage your caseload, particularly if the complaint is severe. Consider refraining from onboarding too many new clients during this period, as you don’t want to risk further complications if disciplinary action, such as probation or license revocation, becomes a possibility. Taking proactive steps to scale back your client load can prevent others from making decisions for you.
Step 4: Prioritize Self-Care and Seek Support
Experiencing a complaint against your license can be emotionally draining, and it’s important to prioritize your mental health during this time. Consider seeing your own therapist to process the stress and uncertainty. You might also seek guidance from a clinical supervisor to ensure you’re operating at full competency while continuing to care for your clients.
Remember, while this situation is undoubtedly stressful, it can also serve as a learning experience. Even if you’ve done nothing wrong, use this time to reflect on your practice and identify any areas where you might make improvements, whether through documentation, communication, or ethical awareness.
Stay Strong and Learn from the Experience
While no one wants to face a complaint to the board, it’s important to ride out the situation and wait for the results. Staying calm, informed, and transparent will serve you well, and every experience—good or bad—can teach us something valuable.
Happy counseling!
