GRIEVANCE PROCEDURE

If an individual or family member has a grievance regarding Center services, his/her treatment, a Center staff member, or has concerns that his/her rights have been violated, he or she should contact the Center’s Outreach Services office (334-742-2877, or 1 800-815-0630). Outreach Services staff can inform individuals regarding how to file a grievance and how to access advocates, ombudsmen, or rights protection services within or outside the program. The Center’s Chief Operating Officer, Sarah Cox and Performance Improvement Coordinator, Karen Copeland are internal advocates who are also available to assist individuals with grievances and rights related concerns. These staff can be reached at 334-742-2700.

All complaints and grievances will be thoroughly investigated. Outreach Services staff and/or other designated staff will immediately contact the Performance Improvement Coordinator or Director or his/her designee regarding the reported grievance. The complaint or grievance will be investigated by the Performance Improvement Coordinator or Director or his/her designee. Employees, individuals receiving services, and family members will be interviewed as appropriate. At the conclusion of the investigation a corrective action plan will be developed and implemented, if indicated. The individual and/or family member will be informed of the investigation results, as appropriate.

If after the grievance has been investigated and a corrective action plan has been developed, the individual or family member does not feel the problem has been resolved to their satisfaction, the individual or family member can appeal the grievance o the Executive Director. The Executive Director will review and evaluate the findings of the investigation and reinvestigate as appropriate. If after this procedure, the individual or family member is still not satisfied, then the grievance can be reported to the Board of Directors, the Center’s highest level of authority. The Board will review the investigation materials and interview individuals as appropriate. The Board will inform the individual and other parties of its final decision within ten days of the date the Board was informed of the grievance.