Any customer who wishes to file a grievance with Community Crisis Services, Inc. may do so by contacting the Chief Executive Officer by mail, telephone, or email. The Chief Executive Officer will communicate to the customer that the grievance must be in writing. The Chief Executive Officer will be the liaison for the customer grievance process.
A grievance is defined as any action in which a customer believes they have been denied service, blocked from service, or treated inappropriately.
All grievances 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 grievance;
2. The date of the action which is the subject of the grievance;
3. A full description of the action which is the subject of the grievance;
4. Names of all witnesses; and
5. A statement of the remedy or adjustment sought.
The Chief Executive Officer shall respond in writing within five (5) working days to all grievances received. If appropriate, the Chief Executive Officer may attempt to resolve the matter through mediation.
The Chief Executive Officer shall make a decision regarding the grievance and handle the matter in whatever way he/she determines appropriate according to the guidelines set by the agency. The decision of the Chief Executive Officer in regard to grievances against personnel is final.
A customer grievance against the Chief Executive Officer will be made to the Chair of the Board of Directors. The Chair of the Board of Directions shall respond, in writing, within five (5) business days to all grievances made. The Chair of the Board of Directors shall make a decision regarding the grievance and handle the matter as deemed appropriate within the policy of the agency. The decision of the Chair of the Board of Directors in regard to grievances against the Chief Executive Officer is final.