Client Grievance Policy
I. Purpose
JFCAC believes the individuals and families we serve have the right to receive respectful and responsive services in a safe environment. To ensure this for our clients and/or their representatives, we are committed to providing a way for complaints to be made and resolved.
A grievance is a complaint that can be made about something the client does not like. It may be a complaint about the rules, the people he/she has had contact with or the environment in which he/she was served.
The Client Grievance Policy will be posted in all of the JFCAC offices/worksites and will be posted on the agency website.
It is against JFCAC policies for clients filing a grievance to be criticized, mistreated or threatened by staff.
II. Procedure
If a client has a problem or complaint the following steps should be taken:
Step 1. The client should talk to a staff person he/she feels comfortable with about the problem or complaint. The staff person will try to help the client in resolving the problem. The staff person will inform their supervisor about the grievance as soon as possible.
Step 2. If the staff person and/or the supervisor were not able to help resolve the problem or complaint, the client may contact the Program Director. The Program Director will respond to the client verbally or in writing within five (5) days.
Step 3. If the Program Director was not able to resolve the problem or complaint, the client may submit a written grievance to the Executive Director by mail: Executive Director of JFCAC, PO Box 920, Hillsboro, MO 63050 or e-mail jlombardo@jfcac.org. The Executive Director will attempt to resolve the complaint or problem as soon as possible; and will provide a written response to the grievance within two (2) weeks. The Executive Director’s decision will be final.
JFCAC believes the individuals and families we serve have the right to receive respectful and responsive services in a safe environment. To ensure this for our clients and/or their representatives, we are committed to providing a way for complaints to be made and resolved.
A grievance is a complaint that can be made about something the client does not like. It may be a complaint about the rules, the people he/she has had contact with or the environment in which he/she was served.
The Client Grievance Policy will be posted in all of the JFCAC offices/worksites and will be posted on the agency website.
It is against JFCAC policies for clients filing a grievance to be criticized, mistreated or threatened by staff.
II. Procedure
If a client has a problem or complaint the following steps should be taken:
Step 1. The client should talk to a staff person he/she feels comfortable with about the problem or complaint. The staff person will try to help the client in resolving the problem. The staff person will inform their supervisor about the grievance as soon as possible.
Step 2. If the staff person and/or the supervisor were not able to help resolve the problem or complaint, the client may contact the Program Director. The Program Director will respond to the client verbally or in writing within five (5) days.
Step 3. If the Program Director was not able to resolve the problem or complaint, the client may submit a written grievance to the Executive Director by mail: Executive Director of JFCAC, PO Box 920, Hillsboro, MO 63050 or e-mail jlombardo@jfcac.org. The Executive Director will attempt to resolve the complaint or problem as soon as possible; and will provide a written response to the grievance within two (2) weeks. The Executive Director’s decision will be final.
