Grievance Policy
It is the policy of Monroe County Prevention & Wellness Coalition to treat all clients with fairness and professionalism and to strive for excellence in providing services to clients. PWC policy provides clients and their families or legal guardians with the opportunity to express a problem or grievance related to the quality of services. If you feel you have been treated unfairly, unprofessionally or feel that your rights have been breached, the following procedure should be used.
PWC grievance procedure is designed to provide a means for those applying for PWC services and clients receiving services to bring a grievance to the attention of PWC and to reach a speedy resolution. MCHC has a strict policy prohibiting retaliation in any form against anyone who files a grievance.
A grievance is defined as any situation or condition that a client thinks is unfair, unjust or inequitable. In addition, if a client merely states they want to file a grievance, a grievance should be completed. Under this Client Grievance Procedure, you should submit a grievance in the following sequence:
If you have a grievance, the concern can be discussed with a PWC staff. If you decide to speak to a PWC staff and an agreement cannot be reached, you should proceed to the next step of this grievance procedure. You can also file a grievance without any discussion and proceed to the next step. Grievance forms can be found at the following:
1. The lobby of the PWC Office.
2. You can request the form from any PWC staff.
3. Call 423-545-3015 to request a form.
4. On our website at www.monroepwc.org. Click "Grievance" on the bottom of any page then click here for English or here for Spanish.
· If the matter has not been resolved to your satisfaction, you may choose to discuss your concerns with any supervisor.
· Once notified in writing, PWC will initiate an investigation within two business days and provide an acknowledgment to the respondent within 7 business days.
· PWC will report the outcome of the complaint investigation to the respondent within 14 business days after the complaint is received. If it has not been possible to gather the necessary information that would lead to a resolution by 14 days, the respondent will be notified and given a new date, up to 30 days, by which a resolution or determination will be made.
· If for any reason you are unsatisfied with the results, you may contact the Project Director (PD) to further discuss the matter. The PD will conduct a review of the matter and will respond to the respondent in writing within 10 business days. If this grievance involves the PD, the chairperson of the PWC Board will be notified and will proceed with investigation and determination. The PD and Chairperson's decision and recommendations will be final.
