What is a Grievance? Perceived Violation of Client Rights.
Informal Grievance Procedure:
The Clinical Director shall serve as Client Rights Representatives for Empowering Youth for Positive Change and shall function in this capacity as specified in the Client Grievance Policy.
When the clients have a problem or see a problem area, they are encouraged to first attempt to resolve the conflict at the lowest possible level, i.e. with the peer or staff member involved. This approach is the most direct and therefore, the most likely to get immediate results. However, when this approach is not reasonable or preferred, the client may wish to use the other available problem-solving procedures, the Internal Appeal System. Appeals must be filed within 7 days of the incident or occurrence. The Internal Appeal System is an informal method of handling problems that concern the program, e.g. staff, rules, etc. The client completes a Client Appeal Form and the following steps are taken:
Step #1: The client turns in the completed CLIENT APPEAL FORM to the Director, unless the problem involves the Director. If this is the case, the appeal goes to the Governing Board.
Step #2: The Director reviews the Appeal Form and talks with the client regarding the problem. If a staff member is involved in the problem, he/she is included in the discussion.
Step #3. Within 48 hours of receiving the Appeal Form, the Director makes a decision about the problem and writes a response to the client. Whenever possible, the Director shall discuss the decision with the client (s) and staff involved.
Step #4. If the client is not satisfied with the response from the Director, the appeal may be sent to the Governing Board.
Step #5. Within 48 hours of receiving this appeal, the Director must respond in writing to the client and, when possible, shall discuss the decision with the parties involved. *
Formal Grievance Procedure:
If the informal complaint process did not resolve the complaint to the client’s satisfaction within 5 (five) working days: or the client chooses to not pursue the informal complaint process the following should take place: • Clients who believe that a provider had violated their rights may report it to the director and the human rights advocate, or either of them, for resolution. • If the report is made only to the director or the director’s designee, the director shall immediately notify the human rights advocate. • If the report is made only to the human rights advocate, the HRA shall immediately notify the director or the designee. The human right advocate or the director shall notify the client of their right to pursue their complaint through all available means. • If the human rights advocate concludes, after an investigation, that there is a substantial risk that serious and irreparable harm will result if the complaint is not resolved immediately, the human rights advocate shall inform the director, the organizations governing body and the LHRC. • The director shall try to resolve the complaint by meeting within 24 hours of receipt of the complaint with the client, any representative the client chooses the human rights advocate and the others appropriate and by conducting an investigation if necessary. • The director shall give the client and their chosen representative a written decision and an action plan within 10 working days of receiving the complaint. • If the client is not satisfied at this step, they can respond to the director in writing within 5 days working days after receiving the director’s written decision and action plan. • If the client is not satisfied with the director’s final decision or action plan, they may file a petition for a hearing by the LHRC using the procedures prescribed in the 12VAC 35-115-180.