Client Grievance Policy & Procedure:

At Center4Hope, it is our policy to treat all clients with fairness, dignity,  and professionalism. We are committed to providing the highest standard of care and service. In support of this commitment, we recognize the importance of client feedback and offer a structured process for expressing concerns or grievances.

​

Clients, their families, or legal guardians have the right to voice concerns regarding the quality of care or services received. If you believe you have been treated unfairly, unprofessionally, or that your rights have been violated, you are encouraged to follow the grievance procedure outlined below. 

 

Purpose of the Grievance Procedure:

​

The grievance procedure is designed to provide individuals applying for services, as well as clients currently receiving services, with a clear and accessible method for bringing grievances to the attention of Center4Hope and obtaining a prompt resolution.  

​

Non-Retaliation Policy:

 

Center4Hope maintains a strict policy prohibiting retaliation in any form against anyone who files a grievance in good faith. Clients can submit concerns without fear of negative consequences. 

​

Definition of a Grievance:

 

A grievance is defined as any situation, condition, or action that a client perceives as unfair, unjust, or inequitable. If a client states they they would like to file a grievance, it must be formally documented, regardless of whether a written statement is immediately provided. 

​​

Grievance Submission Procedure:

​

1. Step 1 - Informal Resolution:
   Whenever possible, clients are encouraged to address concerns directly with the staff member involved or with their assigned case manager. Many issues can be resolved quickly through open and respectful communication. 
    

2. Step 2 - Formal Grievance Submission: 
   If the concern in not resolved informally or if the client prefers not to engage in an informal discussion, a formal grievance may be submitted. This can be done in writing, verbal, or with staff assistance. The grievance should be directed to the Program Director or designated grievance officer. 
    

3. Step 3 - Administrative Review:
   The grievance will be reviewed and investigated by a Center4Hope administrator. A written response outlining the findings and any applicable actions with be provided with 10 business days of receipt. 
    

4.  Step 4 - Appeal Process: 
   If the client is dissatisfied with the outcome of the administrative review, they may submit a written appeal to the Chief Executive Officer and or the Chief Operating Officer within 5 business days of receiving the decision. The Chief Executive Officer and or the Chief Operating Officer will conduct a final review and provide a written response with 10 business days. This decision is final. 

​

​Accessing Grievance Forms:
 

Grievance forms are readily available to ensure that all clients, applicants, and their families can easily file a concern, You can obtain a grievance form through any of the following methods: 
 

1. In Person: 
   Available in the lobby of any Center4hope facility. 
    

2. Client Computers: 
   Accessible on computers designated for client use within our residential facilities. 
    

3. From Staff: 
   Request a form directly from any Center4Hope staff member.
    

4. By Phone: 
   Call us at (562) 824-2975 to request a form to be emailed, faxed, or mailed to you. 
    

5. Online: 
   Visit our website at www.center4hope.org and click "File a Grievance" under the Get Involved page.