TRIPIL Policy For Grievance For Community Members

POLICY:

TRIPIL is interested in responsiveness to the people of our community. In conjunction with this, we are interested in providing the opportunity and means for community members to register their concerns or complaints when decisions concerning them or services provided to them are considered unsatisfactory by that community member.

PROCEDURE:

1. The community member or consumer should discuss a complaint or grievance with the staff member involved. The community member will be given a copy of any written policy or and complaint process applicable to his or her complaint.
2. When solved at this level, the staff member shall make an entry in the case record, if any, and advise his/her immediate supervisor. If the complaint is not satisfactorily resolved, the community member may appeal verbally or in writing to the immediate supervisor of the staff person. The immediate supervisor shall respond to the complainant within seven (7) days. If the complaint was in writing, the response will be made in writing.
3. If the community member is still dissatisfied, he/she may appeal in writing to the Executive Director. The Executive Director will issue a final decision within fifteen (15) days unless a delay is justified in writing.
4. Complaints will be resolved in accordance with written policy and procedure. Community members requesting a change in organizational policy are encouraged to write to the president of the board of directors for consideration of their recommendations for policy change.
5. At the time of request for service, community members will be given a copy of the CAP program brochure and informed of TRIPIL's Complaint procedure. A copy must also be posted in the lobby at all times.

TRIPIL Board Revised 5/98