CILNM POLICY A/6

POLICY AND PROCEDURE CONCERNING CONSUMERS AND  EMPLOYEES COMMUNICATING CONCERNS AND REGISTERING COMPLAINTS

 

PURPOSE

The purpose of this policy is to establish and communicate to each consumer and employee the avenues available for communicating his or her concerns,  the internal process used to register and investigate complaints, and the rights and responsibilities of the consumer, employee and CILNM with regard to the complaint process.  This policy will include concerns and complaints by an applicant process.  This policy will include concerns and complaints by an applicant or employee regarding CILNM’s equal opportunity and affirmative action practices.

*For the purpose of this policy, the term "consumer" includes the consumer, a family member, and/or a representative of the consumer.

POLICY

Employee teamwork is a necessity for achieving our goals with our consumers and our organizational goals.  With this concept in mind, we cannot underestimate the importance of communication.  Therefore, it is CILNM’s policy to openly discuss any issues, ideas or areas of concern that a consumer or an employee may have.  We believe that this sharing of ideas and concerns is conductive to growth and is necessary to facilitate the concept of teamwork.

Should a consumer or employee feel an issue or area of concern has not been resolved through informal discussion or meeting and that this issue or area of concern is critical to the well-being of a consumer, employee or the organization, the issue or area of concern should become a formal complaint by the consumer or employee following the procedures outlined in this policy.

It is the policy of this organization to assess each complaint and attempt to reach a resolution internally in a fair and reasonable manner.  Each complaint will be addressed within established time frames and all involved parties will be informed and updated of the status of the registered complaint.

A consumer or an employee registering a complaint shall be free from any restraint, interference, coercion, discrimination, or reprisal.

PROCEDURE:

I. GRIEVANCES

Each employee is expected to communicate directly with other staff including the Executive Director concerning any employment related problem.  If this method does not resolve the problem, the employee may make a formal complaint using the procedure below.

 

* A.  The employee or employees submit (s) a written grievance to the Executive Director

B.  The Executive Director and the employee or employees meet within five (5) work days of receipt of the written complaint to discuss the problem.  Every effort will be made to resolve the issue at this step. 

If resolved, the Executive Director and employees sign a written description of the resolution.

C.  If resolution does not occur at step 2, the employee or employees must submit a written grievance to the Board of Directors within five (5) work days after the meeting with the Executive Director.

**D.  The Board of Directors or its designated committee will meet with the employee or employees and the Executive Director within five (5)  work days of receipt of the written grievance.

**E.  The Board of Directors will send a written notice of its decision within five (5) work days of its meeting to the employee or employees and the Executive Director.  The decision of the Board of Directors will be final.

*If the complaint is against the Executive Director, and the aggrieved has discussed the issue with the Executive Director and has not resolved the issue to his/her satisfaction, the aggrieved will file the grievance directly with the Board of Directors.

**The time line may be waived based on the Board of Director's convenience to meet.

If a consumer has not resolved a grievance to his or her satisfaction, they may receive further assistance by contacting the Client Assistance Project at: 1/800-292-4150, 612-332-4668(TTY)