SAMPLE POLICY WORK

– Hold a debriefing session with the involved staff to gather initial perspectives for the investigation.

4. Grievance Coordinator/Client Advocate • Responsibilities: – Serve as the primary point of contact for all matters related to grievance filing and initial processing. – Ensure that all grievances are logged, acknowledged, and routed correctly within the Central Grievance Log. • Key Actions: – Provide clear instructions and assistance to complainants. – Verify that the initial incident report is complete and meets the required standards before forwarding for investigation. Oversee and conduct thorough investigations of reported grievances using structured methodologies. – Perform root cause analyses and develop corrective and preventive action plans. • Key Actions: – Lead interdisciplinary review meetings to evaluate the circumstances of the grievance. – Prepare investigation reports and monitor the implementation of corrective measures. – Compile quarterly summaries of grievance trends, significant findings, and improvement outcomes. 5. Quality Assurance (QA) and Compliance Teams • Responsibilities: – Ensure that the appeals process is handled impartially and objectively, with no conflicts of interest. – Review all documentation related to the original grievance and the resolution, including the corrective action plan. • Key Actions: – Convene a formal hearing with the complainant if necessary. – Render a final decision in writing, detailing the findings and reasons for the decision. – Document all appeals proceedings and maintain records for future audits and continuous improvement. 6. Appeals Review Committee • Responsibilities: –

7. IT and Records Management • Responsibilities: