Grievance Statement

Children’s Home Society of North Carolina (CHS) recognizes the right of clients, and other stakeholders to air complaints and concerns. It is the policy of Children’s Home Society of North Carolina that staff always respect the rights of these individuals. If, at any time, the individual wishes to express dissatisfaction with services received, or feels that his/her rights have been violated, he/she may engage in the grievance procedure without fear of retaliation.  Individuals who have a grievance or complaint shall address that complaint in writing to the agency.

Client Grievances Procedure

Children’s Home Society of North Carolina has a formal client grievance policy. Any applicant, client, family, parent, guardian, legal custodian and other stakeholder is free to express complaints without interference or fear of retaliation. The following are steps to file a formal grievance:

Procedures

1. The first step is for the person who has a complaint to speak directly to the staff member involved if they feel comfortable doing so. If the person does not feel safe addressing the issue, he/she may bring it to the attention of the staff member’s supervisor.
2. If the grievance is not resolved through conversation, a formal written grievance can be submitted to the Executive Leadership Team using the online grievance form.
   The VP of Human Resources and Employee Experience will lead an investigation of the grievance.  Within 15 days of receiving the formal grievance, the Vice President of Human Resources will respond either in writing or personally contact the person submitting the grievance.

3. If the individual wishes to appeal this decision, the appeal will be made in writing to the President/CEO. Within 15 days of receiving the request, the President/CEO will respond either in writing or personally contact the client to schedule a personal meeting with the President/CEO, VP of Human Resources and Employee Experience, and other appropriate Vice President or staff to respond to the appeal. The decision shall be sent in writing to the client within 15 working days.

Directions:

Complete in order as many steps as necessary until you feel your grievance is resolved. The following are steps to file a formal grievance:

1. The first step is for the person who has a complaint to speak directly to the staff member involved if they feel comfortable doing so. If the person does not feel safe addressing the issue, he/she may bring it to the attention of the staff member’s supervisor

2. If not resolved at this level, the person has the right to meet with the Service Review Committee

3. If not resolved at this level, the person has the right to meet with the CHS President/CEO