Service Complaints Policy and Procedures

1. Initially, attempts should be made to resolve concerns on a person to person basis with the staff person involved.
In the event that the complainant is not comfortable with confronting the staff person directly, the complainant may contact the worker’s immediate Supervisor and submit in writing (see ‘Service Complaints Forms’) the issue or concern. The Supervisor of the worker will investigate the complaint. A meeting will be arranged with the complainant and the worker and attempt to resolve the complaint. The Supervisor will render a written decision within 10 working days and provide a written response to the complainant and worker involved.
3. If a resolution is not obtained, the matter may be appealed to the Manager of Services who will review the matter and render a written decision within10 workings days. A letter will be provided to all parties involved.
If the initial complaint is made against a Supervisor, it will be referred directly to the Manager of Services.
5. The Manager of Services will investigate the complaint. The Manager of Services will review the documentation and meet with the complainant and the Supervisor. The Manager of Services shall render a written decision within 10 working days and provide a written response to all parties.
6. If resolution is not achieved, the complainant may proceed to the next level and the complaint will be reviewed by the Executive Director. The Executive Director shall render a written decision within 10 working days and provide a written response to all parties involved.
If the initial complaint is made against a Manager of Services, it will be referred directly to the Executive Director. 
8. The Executive Director will investigate the complaint. The Executive Director shall render a written decision within 10 working days and provide a written response to all parties involved .
9. If the final decision of the agency is not resolved, the complaint will be forwarded to the Services Committee by the Executive Director .
10. The Manager of Services will provide a summarized report of all service complaints to the Board of Directors on a monthly basis and an Annualized Summary Report at the end of each fiscal year .