Nonprofit Association of Oregon



Grievance Procedures – ClientsCBO NAME respects every client’s right to a clear and fair process for clients to bring up problems, complaints and disagreements with the organization’s actions and decisions. The following procedures are to be shared with all staff and volunteers interacting with clients:All clients will receive a copy of the Client Grievance policy when they start receiving services.Employees are to make sure clients understand their right to file a grievance at any time during services and that retaliation such as end of services is not permitted due to a grievance being filed.If a client brings up to employees a complaint, problem or issue with services received, the employee can first see if the situation can be resolved with the employee and or a supervisor. If the complaint cannot be resolved informally, the employee is to direct the client to the grievance process and provide support on filing it. If the grievance is with the employee, another CBO NAME employee will provide that support.If a grievance is filed by a client, the supervisor of the services will be the first person to review and respond to the complaint.The supervisor will contact the client making the grievance and work with them toward a resolution.If resolution can be found, the supervisor will follow up with the final response to the grievance to the client in writing. If a resolution cannot be met through this process, the grievance is to go to the Executive Director for final review and determination.The final response from the Executive Director is to go in writing to the client with the grievance. The written response must include information that client may still receive services and will not be retaliated against for the grievance.If the grievance shows that actions taken by employees was incorrect or violated policy or procedures, that employee may receive corrective action. If the grievance shows that policies or procedures are harmful or against internal, contract, state or federal rules, CBO NAME will take steps to change and address the policies or procedures.All grievances will be kept on file for a set designated amount of time in a secure and confidential location. ................
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