Client Grievance Policy and Procedure (revised 08/15)
This grievance procedure is designed to provide a means for Family Resource Center’s [FRC] clients to bring grievances concerning the manner in which they are being served at FRC to the attention of FRC’s management and to reach a speedy resolution.FRC has a strict policy prohibiting retaliation in any form against any client.
A grievance is defined as any cause of distress or any relevant condition that a client reasonably thinks or feels is unfair, unjust, or inequitable. Under this Client Grievance Procedure, clients should address a grievance in the following manner:
·Any grievance should first be discussed with the client’s counselor or homestudy worker. If the client is more comfortable sharing their concern directly with a supervisor, they may do so. The client should be aware, however, that the supervisor will share any concerns with the appropriate counselor or homestudy worker. Open discussions can often address the concern and resolve the issue satisfactorily. If, however, the client is not satisfied with the outcome after these discussions, they may initiate a formal Grievance Resolution Process.
·At this step, the client should describe in writing the nature of their grievance and submit the grievance to FRC’s Associate Director via email: firstname.lastname@example.org, fax (773) 334-8228 or US mail to Family Resource Center, 5828 N. Clark, Chicago, IL 60660. The Associate Director will initiate an investigation of the grievance within two business days. The Associate Director will share the grievance with the appropriate counselor or homestudy worker and determine whether correctable action is indicated. The client may be asked to meet with their counselor or homestudy worker, the Associate Director and/or the Executive Director.
·FRC will endeavor to expedite this process, but the actual amount of time taken will depend on a variety of factors, including the availability of all staff members involved, however in no event will the investigation take longer than ten business days unless extenuating circumstances exist which require additional time for resolution. Should this occur, the client will be notified within 10 days of the need to continue the investigation.
·As required by law, the Agency will report the outcome of its grievance investigation in writing to the Department of Children and Family Services (DCFS) regional licensing office or the DCFS Licensing Representative within 10 business days after grievances are received, unless extenuating circumstances exist which require additional time for resolution. DCFS will also receive an update at day ten should additional time be required and will receive a copy of FRC’s written response.
·All written responses will be provided to the client with a copy placed in their file.
·The Executive Director will be responsible for reporting on the nature of the complaint and resolution at the Agency’s next Board of Directors meeting.
·If for any reason the client is dissatisfied with the results of the resolution reached by FRC and believes that the FRC is not in compliance with the Hague Convention on Intercountry Adoption, the Intercountry Adoption Act (IAA), the regulations implementing the IAA, or the UAA (Universal Accreditation Act) families and individuals working with FRC may report grievances they have against FRC to The Hague Complaint Registry (HCR) on the Consular Affairs public website at:
The Hague Complaint Registry has been established to receive and maintain records of grievances about accredited agencies, temporarily accredited agencies and approved persons, who provide intercountry adoption services in accordance with Federal Regulations, 22 CFR 96.70.
Family Resource Center takes its status as a Hague accredited agency very seriously and in accordance with Hague regulations and since the agency’s accreditation in February of 2008, Family Resource Center has submitted, on a semi-annual basis, a summary of all grievances that may have been received during the preceding six months. These reports will also include an assessment of any discernible patterns in grievances and if such a pattern were present, what changes in FRC were made or plan to be made as a result of such grievances.