Grievance procedure

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A grievance is an allegation that something imposes an illegal obligation or denies some legal right or causes injustice. Often, a grievance is filed when a rule or law is broken, and/or a right is violated.

A.H. of Monroe County, Inc understands that differences or disagreements may arise between consumers and staff or that a consumer may have a concern regarding the overall operations of the agency. It is the goal of the agency to handle all grievances professionally and work with the consumer for a timely resolution within the following steps:

 

  1. Informal Hearing: The consumer first discusses the grievance with their Case Manager. If the Case Manager is unable to resolve the issue, the consumer will meet with the Director of Client Services. The Director of Client Services must attempt to meet with the consumer on the same day, but in any case, within no more than three working days thereafter, to hear the grievance.
  2. Formal Grievance: If the Director of Client Services is unable to resolve the grievance, the consumer will then file a formal written Grievance Form. The form can be found below and is to be filled out in detail, stating the nature of the grievance and the resolution the consumer is seeking. Consumers are encouraged to seek the assistance of the consumer liaison or of a third party in helping them complete the form. Once the form is complete, it should be delivered to the Executive Director or Deputy Director. The form will be reviewed within two working days, and if necessary, a hearing with the consumer will be scheduled and take place within five working days.
  3. Grievance Hearing: If necessary, a grievance hearing will be held at the agency on a date and time mutually agreeable to the parties. The consumer may bring a witness, consumer liaison, and/or present verbal and written material on their behalf. The Executive Director will render a decision as soon as possible, but in any case, within no more than five working days after the hearing. In the case of medical emergencies, the Executive Director will render a decision as soon as possible to ensure the health and general well-being of the consumer.
  4. Appeal Hearing: The consumer may appeal the decision of the Executive director, by requesting an appeal hearing with the President of A.H. of Monroe, Inc. The decision of the president will be delivered in writing to the consumer within two working days after the appeal hearing.

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