Client Grievance Policy & Procedure
Client Grievance Policy
FosterAdopt Connect encourages open and honest discussion between service recipients and program staff and expects that most concerns can be addressed satisfactorily through such discussions. Verbal reports of concern are not considered grievances. When verbal reports and discussions do not lead to resolution of concerns, service recipients are encouraged to file a written report, which are considered grievances.
It is the policy of FosterAdopt Connect that clients should have an opportunity to present their individual service-related complaints and to appeal management decisions through a grievance resolution procedure, without fear of retaliation. FosterAdopt Connect will attempt to resolve promptly all grievances that are appropriate for handling under this policy. All staff, service recipients, applicants, and stakeholders may report a formal grievance with FosterAdopt Connect.
An “appropriate grievance” is defined as a client’s expressed dissatisfaction concerning the interpretation or application of certain service-related policies by FosterAdopt Connect management, supervisors, or other employees. While clients cannot grieve statutory eligibility requirements, they can grieve the fairness, accuracy, or application of the denial process. Examples of matters that may be considered appropriate grievances under this policy include:
(a) A belief that FosterAdopt Connect policies, practices, rules, regulations, or procedures have been applied inconsistently to a client/service recipient;
(b) Treatment considered unfair by a client/service recipient. (Note: Clients encountering conduct that the client considers to be in violation of Anti-Harassment and EEOC have the right to file a report directly to the Office of Civil Rights or Kansas Governor’s Grants Program.)
(c) Any person who believes they have been excluded from participation in, denied the benefits of, subjected to discrimination under, or denied employment in connection with program or activity because of race, color, religion, gender identity, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, military status or has been retaliated against for engaging in protected activity.
Clients should notify FosterAdopt Connect in a timely fashion of a grievance that the client believes appropriate for handling under this policy. The grievance resolution procedure is the exclusive remedy for clients with appropriate complaints. As used in this policy, the terms “timely fashion,” “reasonable time,” and “promptly” generally will mean five (5) working/business days.
Grievances may not be filed for:
- Denial of services if clients are denied services because they do not meet program eligibility.
- Services for which another agency is solely responsible.
- Adjustments made in services required by a change in State or Federal Law.
- An issue which is not defined as part of program service delivery by FosterAdopt Connect.
Client Grievance Procedure
The grievance resolution procedure has a maximum of four (4) steps. Grievances may be resolved at any step in the process. Appropriate grievances will be processed until the client is satisfied, does not file a timely appeal, or exhausts the right of appeal under the policy. A decision becomes binding on all parties whenever a client does not file a timely appeal or when a decision is made in the final step and the right of appeal no longer exists.
Clients who believe they have an appropriate grievance should proceed as follows:
(a) Step One – Clients should promptly bring the complaint to the attention of the staff member assigned to them. If the grievance involves the staff member assigned to them, they should contact the staff member’s direct supervisor to file a written grievance report. The supervisor, if authorized, should investigate the complaint, attempt to resolve it, and give a decision to the client within a reasonable time (or a qualified investigator should refer it to the Chief Operations Officer for further investigation and resolution; a qualified investigator is the person who is authorized and conducts the investigation – usually the supervisor, department head, or HR Director). The supervisor will prepare a written and dated summary of the grievance and proposed resolution, using the Problem Solving Procedure Form, for the client and submit to the Chief Operations Officer (COO) for review and approval. A copy of the written summary is provided to the client and maintained in the client’s case record file. Alternatively, the client may complete the Grievance Form via this electronic form.
(b) Step Two – Appeal the decision to the COO, if dissatisfied with the supervisor’s decision. If the grievance involves the COO, then the client may proceed directly to Step Three. This appeal (or initial grievance notification) must be made in a timely fashion (within 5 business days) using a written form. The COO will, in a timely fashion, confer with the client, staff member, supervisor, and any other member of management considered appropriate; investigate the issues; and communicate a decision in writing to all parties involved and file a copy in the client’s case record file.
(c) Step Three – Appeal to the CEO if dissatisfied with the COO’s decision. If the grievance involves the CEO, then the employee may proceed directly to Step Four. The timeliness requirement and procedures to be followed are similar to those in Step Two. The Founder & CEO will take the necessary steps to review and investigate the grievance and will then issue a written, final, and binding decision that will be given to the client and a copy filed in the client’s case record file.
(d) Step Four – Appeal to the Governing Board if dissatisfied with the CEO’s decision. Steps One, Two and Three have been bypassed. The timeliness requirement and procedures to be followed are similar to those in Step Two. The Governing Board (less the CEO) will take the necessary steps to review and investigate the grievance and will then issue a written, final, and binding decision that will be given to the client and a copy filed in the client’s case record file.
Final decisions on grievances will not be precedent-setting or binding on future grievances unless they are officially stated as FosterAdopt Connect’s policy. When appropriate, the decisions will be retroactive to the date of the client’s original grievance notification.
Information concerning a client's grievance is confidential. Supervisors, department heads, and other members of management who investigate a complaint may discuss it only with those individuals who have a need to know about it or who are needed to supply necessary background information or additional details.
Clients will not be penalized for proper use of the grievance resolution procedure. However, it is not considered proper use if a client raises complaints in bad faith or solely for the purposes of delay or harassment or repeatedly raises merit-less grievances. In addition, FosterAdopt Connect staff members at all levels are prohibited from retaliating against any client who properly uses the grievance resolution procedure.
FosterAdopt Connect may, at its sole discretion, refuse to proceed with any grievance it determines is improper under this policy.
Informing Clients of the Grievance Policy & Procedure
All of FosterAdopt Connect’s programs are voluntary. FosterAdopt Connect informs clients of their rights using the Client Rights and Responsibilities Policy, which is posted on our website and in the reception areas of each branch office. In programs that include formal enrollment, program staff will inform clients, at the time of intake, of the agency’s non-discrimination policies as well as their right to contact our Civil Rights Liaison, Director of Human Resources & Administration, Pam Hulse via phone 816-659-9356 or at pamela.hulse@fosteradopt.org or file a complaint directly with the Office of Civil Rights in Washington, D.C., or the Kansas Governor’s Grants Program as referenced below. All other clients are notified of these rights via the Client Rights and Responsibilities Policy posted in reception areas and/or on the FosterAdopt Connect website. Additionally, there are multiple ways to contact us including submitting a general inquiry by selecting ‘Contact Us’ or completing a client satisfaction survey on our website.
Any person who believes they have been excluded from participation in, denied the benefits of, subjected to discrimination under, or denied employment in connection with program or activity because of race, color, religion, gender identity, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, military status or has been retaliated against for engaging in protected activity may also file a complaint directly with:
|
Office for Civil Rights |
AND/OR |
Kansas Governor’s Grants Program |