Policy Number: CCI-CO-001

Policy Name: Client Grievance and Resolution Policy and Procedure

Department/Owner: Mary-Rita Reinhard, Chief Compliance Officer

Reviewed By: Quality and Compliance Committee

Date Reviewed: 03/18/2025

Approved By: Board Approval 04/2011

Community Concepts, Inc. Client Grievance and Resolution Policy and Procedure

Purpose:
This grievance policy aims to provide Community Concepts, Inc. (CCI) clients with a clear and fair process for addressing complaints regarding the agency’s services. The goal is to resolve complaints at the agency level as promptly as possible before they escalate to formal grievances. Clients are encouraged to voice concerns, and Community Concepts is committed to ensuring that these concerns are addressed openly, professionally, and timely.

Policy:
Community Concepts, Inc. recognizes clients’ right to file complaints regarding any aspect of the agency’s services. All complaints and grievances will be taken seriously and addressed in a manner that respects the client’s concerns and is aligned with agency policies.

Steps to Resolve Complaints:

1. Initial Complaint Handling:
   • Clients who file a complaint should contact the agency directly. Complaints can be submitted via phone, email, or in person. The aim is to resolve the complaint at the agency level quickly and efficiently.
   • Upon receiving a complaint, the client will be connected with the Program Supervisor, who will serve as the initial point of contact.
2. Gathering Information:
   • The Program Supervisor will gather the following information from the client:
     • The nature of the complaint
     • The client’s full name, address, and phone number
   • The supervisor will listen attentively to the client’s concern and may seek clarification to ensure that all details are understood.
3. Internal Review and Consultation:
   • If the supervisor cannot resolve the complaint immediately, they will discuss the matter with the Program Manager and determine possible resolutions.
   • If the complaint involves ethical, legal, or professional concerns, the supervisor must escalate the matter to the Program Director within two business days for consultation.
4. Recommendation Implementation:
   • The supervisor will consider any recommendations from the Program Director or Program Manager and take appropriate action to address the complaint per the agency’s employee manual and program guidelines.
   • If the supervisor deems it necessary, a Grievance and Complaint form may be filed to document the complaint and actions taken.
5. Resolution and Follow-Up:
   • The Program Supervisor will communicate directly with the client to explain the findings and resolutions, ensuring that the client understands how the complaint has been addressed and what steps have been taken to prevent similar issues.
6. Escalating the Complaint:
   • If the client is dissatisfied with the resolution provided by the Program Supervisor, they may escalate the matter to the Program Director.
   • If the client remains dissatisfied after discussing the matter with the Program Director, they may escalate the grievance to the Chief Quality and Compliance Officer (CQCO).
   • The decision of the Chief Quality and Compliance Officer is final.

Grievance Procedure Flow:

1. Client files complaint
   → Supervisor gathers information (name, address, complaint details).
2. Supervisor reviews complaint
   → Discuss with the Program Manager and Program Director (if necessary).
3. Action is taken
   → Supervisor implements solutions and communicates with clients.
4. Escalation Process
   • If dissatisfied, The client can appeal to the Program Director.
   • If dissatisfied with the Program Director’s resolution, The client can appeal to the Chief Quality and Compliance Officer.
   • The decision of the Chief Quality and Compliance Officer is final.

Confidentiality: All complaints and grievances will be handled confidentially to protect the privacy of the client involved. Any documentation or records related to the grievance process will be maintained securely per the agency’s confidentiality policies.

Timeframe: The goal is to resolve all complaints at the agency level within 15 business days. If further investigation or action is needed, the client will be informed of the expected timeframe for resolution.

Conclusion: Community Concepts, Inc. is committed to maintaining an open line of communication with clients and ensuring that complaints are addressed promptly and effectively. By following this grievance procedure, the agency seeks to maintain a high standard of service and foster a positive relationship with all clients.

Grievance and Complaint Form

Today’s Date: ________________________

Your Name: _____________________________

Your Address:_________________________________________________________________

Phone/TTY: _________________________

Location of Agency/Service Provider (City/Town): ________________________________

Dates that the Incident Happened: ____________________________

Name(s) of People Involved: ___________________________________________________

Briefly Describe What Happened (Provide a detailed description of the incident. You may use the back of this form if more space is needed.)

What is the Specific Issue that Needs to be Addressed? (State the problem or issue that you are seeking to resolve.)

How Can This Matter Be Resolved? (Describe any potential solutions, actions, or resolutions you seek.)

Notes and Contact Information: (Additional information, if applicable. Please include any other relevant details or people to contact.)

Signature: ____________________________________

Date: ____________________________________

For Office Use Only:

Complaint Received By: _____________________________________

Date Received: ____________________________________