PROCEDURE CS-013 - COMPLAINT RESOLUTION MECHANISM

Purpose

The purpose of this Procedure is to ensure that there is an established mechanism or process, for our clients and their family members or guardians, to voice concerns regarding matters effecting the support or services that OCAPDD is providing, in an effort to resolve the matter or concern to the satisfaction of all the parties involved. There will be no sanctions or retribution imposed upon any individual for raising such a concern.

Stages of Process 

STAGE 1

The individual shall bring forth their concerns to the staff person with primary responsibility for support, and attempt to resolve the concern within a reasonable time frame agreed to by both parties.

STAGE 2    

Failing satisfactory resolution at Stage 1, the individual and or the staff person shall inform the Program Supervisor of the impasse in writing. The Supervisor will discuss the matter with the involved parties, and if need be, will meet with all of the individuals in an attempt to bring resolution within a reasonable and agreed to time frame.

STAGE 3    

Failing satisfactory resolution at Stage 2, the individual may contact the Director of Client Services responsible for the Program and arrange for a meeting (or telephone conversation). The Supervisor shall provide the Director with a written summary of the matter(s) and a brief description of attempts at resolution prior to such a meeting or conversation being held. The Director shall provide a written response to the individual and Supervisor within one week following the meeting. This report will outline any action(s) required and timelines for their implementation, as determined by the Director.

STAGE 4    

Failing satisfactory resolution at Stage 3, the individual may contact the Executive Director. The Director of Client Services involved shall provide the Executive Director with written documentation concerning the matter(s), including any attempts at resolution and actions to date. The Executive Director may arrange for a meeting with the individual and/or any other party involved in the matter, in an attempt at resolution. The Executive Director shall provide a final written response to the individual and the Director within three weeks of the matter being brought to his/her attention. This report will outline any action(s) required and timelines for their implementation, as determined by the Executive Director.

STAGE 5    

In exceptional circumstances, an individual may request in writing to the Executive Director that the matter(s) be brought to the attention of the Board of Directors of OCAPDD. In such situations, the Executive Director will communicate with the President of the Board to coordinate having the matter brought forward, however the matter will be raised at a Board meeting no later than the second such meeting following the completion of Stage 4. The Board of Directors will determine what action if any, will be taken by the Board. The Board of Directors will communicate their response to the matter in writing to the individual.

Revised September 2003
Supersedes March 1993