Grievances

Any customer who wishes to file a complaint with Community Crisis Services, Inc. may do so by contacting the Executive Director by mail, telephone or electronically (fax/email). The Executive Director will communicate to the customer that the complaint must be in writing. The Executive Director will be the liaison for the complaint process.

A complaint is defined as any action in which a customer believes they have been denied service, blocked from service or treated inappropriately.

All complaints shall be in writing and shall set forth all pertinent facts including:

1. The name and position of the person whose action is the subject of the complaint;
2. The date of the action which is the subject of the complaint;
3. A full description of the action which is the subject of the complaint;
4. Names of all witnesses; and
5. A statement of the remedy or adjustment sought.

The Executive Director shall respond in writing within five (5) working days to all complaints received. If appropriate, the Executive Director may attempt to result the matter through mediation.
The Executive Director shall make a decision regarding the complaint and handle the matter in whatever way he/she determines appropriate according to the guidelines set by the agency.
The decision of the Executive Director in regards to complaints against personnel is final.

A complaint against the Executive Director will be made to the President of the Board of Directors. The President of the Board of Directions shall respond, in writing, within five (5) business days to all complaints made. The President of the Board of Directors shall make a decision regarding the complaint and handle the matter deemed appropriate within the policy of the agency. The decision of the President of the Board of Directors in regards to complaints against personnel is final.