Key Factor #6: Grievance Policy/Procedure
By Susan Griffin
Consumers receiving court-ordered supervised visitation services need access to a process for expressing concerns about their case and the way it is being managed.
We have several mechanisms in place for consumer feedback. There is a Senior Supervisor on Saturday and Sunday who is assigned to assist clients with all concerns in service delivery. Senior Supervisors report client issues to the Client Services Manager so that those concerns can be addressed Monday – Friday.
If the Senior Supervisor or the Client Services Manager cannot resolve a concern, the concern is then presented to the Programs Director. If the Program Director is not able to resolve the concern, it is presented in an Executive Team meeting which includes Programs Director, Assistant Director, and Executive Director.
If the Executive Team is unable to resolve the concern, the client makes a formal written request to the Board of Directors. That concern is then placed on the agenda for a regularly scheduled meeting of the Board, which occur quarterly.
Some items can’t wait for resolution, so there is a procedure in place for Board member involvement and review outside the regular meeting schedule when an issue is time-sensitive.
Hannah’s House also has a formal Feedback Procedure for Court Reports. That procedure is issued with every court report so that clients are able to quickly complete that process if they need corrections to the report or need clarification.
Family court matters are stressful enough for everyone involved without the provider adding stress to the situation by being unavailable or refusing to work toward resolving problems when they occur.
At Hannah’s House, we make every effort to respect input from our clients. We welcome feedback and want to know how our services delivery, policies and procedures effect those we serve.