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It is the policy of Center4Hope to treat all clients with fairness and professionalism and to strive for excellence in providing services to clients. Center4Hope 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.

 

Center4Hope's grievance procedure was designed to provide a means for those applying for any Center4Hope services and clients receiving services to bring a grievance to the attention of Center4Hope and to reach a speedy resolution. Center4Hope 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 Center4Hope staff. If you decide to speak to a Center4Hope 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 any Center4Hope facility.

    2.  On the computers assigned for client use within our residential facilities. 

    3.  You can request the form from any Center4Hope staff.

    4.  Call (562) 824-2975, to request a form be emailed, faxed, and or mailed to you.

    5.  On our website at www.center4hope.org. Click "File a Grievance" under our Get Involved page.

  • If the matter has not been resolved to your satisfaction, you may choose to discuss your concerns with any supervisor or facility director. 

  • Once notified in writing, Center4Hope will initiate an investigation within 3 business days and provide an acknowledgment to you within 7 business days.

  • Center4Hope will report the outcome of the complaint investigation to you 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, you 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 Center4Hope's Executive Director or Director of Operations to further discuss the matter. The Executive Director or Director of Operations will conduct a review of the matter and will respond to you in writing within 14 business days. The Executive Director's decision and recommendations will be final.

Reporting and Grievance Form

This form is to be completed if you wish to make or file a grievance or complaint.  You may also ask someone else who is acting with your knowledge and consent to write or express the grievance.  You may file this report anonymously, without your name, however it may make it more difficult for Center4Hope to address the matter.

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