Appeals and Grievances Audit Work Program

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Organizations can use the best-practice general steps included in this document to conduct an appeals and grievances audit. 

Sample audit steps include: identify key stakeholders and decision-makers; confirm and communicate straw man operating model and key actions; define structures and roles of appeals and grievances for transformation; confirm drivers of change and perform a diagnostic review of the current state; review existing documentation/data gathering of the current process (e.g., workflows and policy and procedure documents); conduct walk-throughs for people, processes and technology; assemble the transformation road maps; and determine if a steering committee should be established.

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