Client Grievance Policy

Purpose: SARA Houses strives to resolve problems and client grievances promptly and as close to the source as possible with graduated steps for further discussions and resolution at higher levels of authority, as necessary.

A. Statement of General Principles

· Complaints should be fully described by the person with the grievance.

· The person(s) against whom the grievance/complaint is made should be given the full details of the allegation(s) against them.

· The person(s) against whom the grievance/complaint is made should have the opportunity and be given a reasonable time to put forward their side of the story before resolution is attempted.

· Proceedings should be conducted honestly, fairly, and without bias.

· Proceedings should move forward in a timely manner.

B. Notifying Survivors of the Grievance Policy

· Survivors shall be advised of their right to a grievance procedure by the posting of this policy in all SARA House offices and be provided with a copy of the policy as part of the intake procedure. The Colorado Civil Rights Division phone numbers and email addresses will be provided, and the DORA contact information will be provided.

Procedure: SARA House welcomes the opportunity to improve its services and recognizes the right of all survivors to have their concerns appropriately addressed. We encourage survivors, or anyone else with concerns regarding our program, to bring them to a SARA House advocate. All survivors are given a written copy of their rights, including the grievance procedure at their first in-person contact with an advocate or volunteer.

· All grievances are managed professionally and as confidential as practical to achieve a speedy resolution.

· All parties have a clear understanding of the steps involved in the grievance policy.

· All grievances are managed fairly, equitably, and as efficiently as possible.

· All grievances shall not be of a retaliatory nature.

This procedure provides an avenue for most grievances to be addressed. However, alternative measures may need to be explored because of the individuals involved and the merits of the individual case. Clients may use this policy to grieve any matters of concern relating to individual assessment, matters relating to but not exclusive to discrimination of any kind, power differences, interactions with advocates, and any other issues which may arise.

It is recognized that individual clients may have grievances that need to be resolved in the interest of good relationships. SARA House encourages the parties involved to approach grievance with an extensive view and attempt to resolve problems before formal grievance is filed. Where grievance cannot be resolved, written procedures are in place, and we acknowledge the need for appropriate procedures to mediate between parties. A client has the right to grievance to be heard through all levels of agency management.

SARA House aims to resolve problems and grievances promptly and as close to the source as possible with graduated steps for further discussion and resolutions at higher levels of authority, as necessary.

The grievance policy will be prominently displayed at each office location, as well as on the SARA House website.