Client Grievances Policy & Procedure

Client Grievances Policy & Procedures

Client Grievances Policy

Crossnore School & Children’s Home recognizes the right of applicants, clients, families, parents, guardians, legal custodians and other stakeholders to air complaints and concerns.  It is the policy of Crossnore School & Children’s Home that staff always respect the rights of these individuals. If, at any time, the individual wishes to express dissatisfaction with services received, or feels that his/her rights have been violated, he/she may engage in the client grievance procedure which may result in making a formal grievance.  Client rights and Crossnore School & Children’s Home’s grievance procedure are provided to all clients at the onset of service.

Client Grievances Procedure

Crossnore School & Children’s Home has a formal grievance mechanism.  Any applicant, client, family, parent, guardian, legal custodian and other stakeholder is free to express complaints without interference or fear of retaliation.  Upon admission or at initial contact in the appropriate program, the client, parent, guardian and/or legal custodian are informed of their rights and the grievance procedure as written in the Organizational Handbook for Clients which is provided to them at that time.  The Sanctuary Model provides tools to aid in filing and resolving complaints. Examples include the Commitment to Open Communication, Safety and Red Flag meetings.

Other agency tools used to aid in addressing complaints are Child and Family Team meetings and Plan of Care meetings.

At any of the steps listed below, a Grievance Form may be obtained from and returned to a leader in the department or agency.  The Program Excellence department will retain all Grievance Forms.

The following are steps to file a formal grievance:

  1. The first step is for the person who has a concern, complaint or grievance is to speak directly to the staff member involved if they feel comfortable doing so.  As a part of the Sanctuary Model of Care, we encourage open communication in these situations when it is safe to do so. If the person does not feel safe addressing the issue, he/she may bring it to the attention of a staff member with whom they are working.  That staff is then responsible for assisting the person in addressing the concern (reminding the person of the grievance procedure, obtaining a copy of a Grievance Form, scheduling a Red Flag meeting – see Red Flag Meetings procedure, etc.).
  2. If the person is not satisfied with the outcome, or if the person does not feel that his/her concern can be appropriately addressed through this mechanism, the person is to report the concern to supervisory staff.  The supervisor will clarify with the person whether the person is making a formal complaint or grievance and assist in scheduling a Red Flag meeting, if necessary.
  3. The supervisor receiving the complaint must give a response to the person within 5 working days of receiving the complaint.  If the grievance involves the possible violation of a client’s rights, the supervisor must also document this complaint and response and copy this to the Chairperson of the Client Rights Committee.
  4. If not resolved at this level or the person’s complaint is about the supervisor, the person is to report the concern to the Executive Team member within the chain of command of the supervisor.  That Executive Team member will give a response to the person within 5 working days of receiving the complaint.
  5. If not resolved at this level, the person is to report the concern to the Chief Executive Officer who will give a response to the person within 5 working days of receiving the complaint.

If unsatisfied with the resolution of a concern, complaint or grievance, the following are steps for the appeals process:

  1. The person may make a written appeal to a member of the Executive Team within 10 days of the resolution of the complaint.
  2. If not satisfied at this level, the person has the right to appeal to the Chief Executive Officer within 10 days of the resolution of the complaint.
  3. If not satisfied at this level, the person has the right to appeal to the Board of Trustees within 10 days of the resolution of the complaint.

Upon resolution of a concern, complaint or grievance, the copy of the Grievance Form and the resolution will be issued to the person making a complaint in a timely manner and these copies will be maintained in the case record.  The agency maintains an appropriate summary of the complaint and resolution and provides a copy to the Chairperson of the Client Rights Committee, if indicated. These summaries are then reported to and reviewed by the Client Rights Committee quarterly.  Grievances are also reviewed in Performance and Quality Improvement meetings, as needed.

Click HERE to file a grievance online.

Click HERE to download a grievance form.

If you have taken the steps outlined above in the online or downloadable form and your complaint is still not resolved, please contact the Director of Program Excellence, who will assist you with the appeals process.