Independence Again

Policy and Procedure Directive

Title:                        Consumer Grievance                        Policy#:         Gr-001

Standard:                 Admit Information                        Service Area:         Residents File

Effective Date:        7/18/2016                                Revised:         10/02/2020

Residents are entitled to participate in the program activities without undue stress and conflict. Independence Again understands that residents may have occasional problems or issues affecting their program-related activities and it is important to resolve these as soon as possible. Should a conflict, irresolvable difference , or confrontation occur with an employee, volunteer or a support provider residents are encouraged to take the following steps.

1. The resident will complete a grievance form within twenty-four (24) hours of the incident and verbally contact Lynda Loftis-Webb to outline the grievance(s). Lynda Loftis-Webb will attempt to resolve the concern and document the outcome.
2. If the resident is not satisfied with the resolution , she will contact Jeff Webb to discuss the grievance and consider a resolution.
3. If the resident is not satisfied with the resolution, she will discuss the grievance with Vickie, Manny, Brian, or AJ at InAgainTN@gmail.com who will investigate the concern and issue a final decision.
4. The resident, employee, volunteer, or services provider will be informed in writing of the final decision.
5. The completed grievance form will be filed in a confidential locked file.
6. The reporting and investigation of a grievance will be confidential and only involve the persons necessary to complete a full investigation.
7. The resident will not be retaliated by any staff or volunteer for filing a grievance and the grievance will have no impact on program recommendations or requirements.
8. If a grievance is found to be intentionally false or malicious in nature and discharge from the Independence Again program is recommended by the grievance investigation the resident will be given the opportunity to request reconsideration or transfer to another sober living home. Staff and volunteers will go above reasonable efforts to accommodate this request over an administrative discharge and maintain professional courteous and healthy boundaries with the resident all without any form of retaliation or additional stress.

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Employees/Resident Signature                                Date

Independence Again

Consumer Grievance

Date of Incident: _________________        Date of Completion of Form: _________________

Person(s) involved in the incident: _________________________________________________

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Description of incident: Be specific, include location, date, time and witnesses who were present.

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How would you like this to be resolved? ____________________________________________________________________________________________________________________________________________________________

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Employees/Resident Signature                                Date

Return this form to: Lynda Loftis-Webb at Lynda@IndependenceAgain.org

*** To be completed by staff: describe process of resolvolving the grievance:

What was the grievable offence: _____________________________________

What informal resolution steps were taken: _____________________________

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