SAMPLE POLICY WORK

– Maintain secure digital records of all grievance filings, incident reports, investigation documents, and correction action plans. – Ensure that the Central Grievance Log is updated in real time and accessible only to authorized personnel. • Key Actions: – Provide technical support and ensure that all data is backed up externally. – Implement encryption and access controls for sensitive grievance-related records.

f. Communication of the Grievance Procedures

Effective communication is essential to ensure that clients, families, and staff understand the grievance process and feel empowered to use it:

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Printed and Digital Materials:

– All clients and their families receive printed copies of the Grievance Procedures during intake, along with digital versions available on the client portal. – Information is provided in multiple languages and formats (including large print and audio) to ensure accessibility. • Orientation and Information Sessions: – New clients and their families participate in an orientation session that includes a detailed explanation of the grievance process and their rights. – Periodic group meetings and individual care planning sessions include discussions on how to file grievances. • Clearly Defined Contacts: – All materials include contact information for the Grievance Coordinator, including phone numbers, email addresses, and directions to where paper forms can be collected. – A dedicated hotline is available during business hours, with after-hours reporting facilitated through an answering service that forwards messages to the Incident Response Team.

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Feedback and Follow-Up Updates:

– Complainants receive acknowledgment of their grievance filing along with an estimated timeline for each stage of the process. – Regular updates are provided via email or direct communication until the grievance is resolved or closed.

g. Continuous Improvement in Grievance Management

Feedback from the grievance process is integral to our overall organizational improvement: