Client Grievance Procedure

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A copy of Slater Family Network’s Grievance Procedure will be given to a client upon request.

INFORMAL Grievance: a client having a complaint involving any service, treatment, staff member or the agency itself is encouraged to discuss the situation with the individual involved in order to resolve the issue as soon as possible. If the grievance cannot be resolved with this initial step, a client has the right to file a formal complaint.

FORMAL Grievance: the client may bring the complaint to the attention of the Executive Director. The ED will initiate a Client Grievance Document. The ED will have 10 business days to resolve the grievance. The decision will be presented to the client in writing as well as a verbal discussion. The client will be notified that he/she has 10 days to file a written appeal if desired.

APPEAL: The appeal will be presented to the Executive Board for a final decision. The decision will be presented in writing to the client as well as verbally. All documents regarding the grievance will be placed in the client’s file.

At all times it shall be incumbent upon the ED and Executive Board to utilize professional judgement in determining whether a grievance is legitimate. The measure used to determine the legitimacy of a grievance shall be one of just cause to determine the “rightness” of proceeding with the investigation.

Reviewed 3/2023