Client Grievance Form

Please complete the form below

GRIEVANCE POLICY & PROCEDURE

We recognize that in any environment in which people interact regularly, conflicts, complaints and concerns may arise. These issues may be between individuals, with staff or regarding specific policies or rules. This grievance procedure is in place to ensure you have a process to formally log your complaint or concern, be heard and have an opportunity for resolution. You have the right to begin the Grievance Procedure if you believe that any policy has been unfairly applied to you, or that you and/or your children have been mistreated by anyone professionally associated with the organization.

Filing A Client Concern:

We are a team of dedicated, qualified individuals whose goal is to support survivors of interpersonal violence and their children. Every effort is made to provide our services in a manner that is both high quality and non-discriminatory. This client complaint procedure is posted in the lobby:

If you have a concern about services received here or anything related to The Heights, please do the following:

• Please fill out this form below or ask for a link to our Client Grievance Form from the

Facilities/Security Coordinator at the front desk of the Heights and fill it out online.

• You can fill out the form in any language.

• If you do not understand this procedure please let us know.

Staff Procedure Of Responding To Client Concerns

If a client expresses concerns about the services they received from any one of the onsite partners, The Heights staff will use the following guidelines:

• Client will discuss concerns with the Supervisor from the agency involved

• If the Supervisor is not available, the partner agency Director will be contacted

• If the client is not satisfied that their concerns were adequately addressed by the involved agency, the client may then request a meeting with the The Heights Executive Director.

If a client expresses concerns about the services they received from The Heights staff, the following guidelines will be used:

• Client will discuss the client's concerns with the staff’s Supervisor

• If the Supervisor is not available, the The Heights Executive Director or other executive staff director will be contacted.

The Heights Human Resources Department will facilitate the above staff process. Human Resources or The Executive Director will respond to the client. The Heights Executive Board could also be a part of the process as needed.