SlideShare una empresa de Scribd logo
1 de 2
Descargar para leer sin conexión
GRIEVANCE PROCEDURES

POLICY: Agency foster parents (The Client) have a right to appeal decisions or actions taken by Jonathan’s Place
(The Agency). The Client also has the right to discuss grievances and complaints. Clients are defined as “an
individual or family that establishes a formal relationship beyond what is available to the general population (i.e.
Certified Foster Family).” The Client is encouraged to proactively participate in telephone conversations and/or
agency meetings in order to ensure ongoing, open communication between the parties.

TELEPHONE MEETINGS AND/OR SCHEDULED ONE-ON-ONE CONFERENCES
From time-to-time, The Client may disagree or be upset with decisions and/or actions taken by The Agency. For example, a
foster parent family is denied certification, or The Client is unhappy with a decision made by The Agency pertaining to a foster
child in their care. The Client is encouraged to provide open communication regarding their thoughts, feelings, opinions,
feedback, ideas, etc. to The Agency.

The Agency truly believes that we are a “team.” As a “team” responsible for the care and growth of each child in the foster
care system, respective parties are expected to participate in a proactive and positive manner. The Client needs to realize
that The Agency decisions must always take into consideration the laws, contractual obligations, as well as the child’s best
interest. It is only normal that The Agency and The Client may sometimes disagree with one another. If both The Agency and
The Client treat one another with mutual respect, we believe most conflicts or grievances can be respectfully resolved.

The Client may contact their agency Case Manager via telephone to report and discuss concerns. The Agency Case
Manager can be contacted via address, telephone, and or email at the following location:

                                                        Jonathan’s Place
                                                        P.O. Box 140085
                                                        Dallas, TX 75214
                                                         (972) 303-1335
                                                         www.kidnet.org

We recommend The Client schedule a time to meet with the Case Manager regarding their needs or the needs of a child
placed in their care. If The Agency Case Manager is unable to successfully resolve The Client’s specific concerns, then the
Program Director should be contacted.

If The Client continues to be dissatisfied with the manner in which both the Case Manager and the Program Director handle a
complaint or inquiry, The Client may contact the Chief Operating Officer.

WRITTEN COMPLAINTS AND/OR APPEALS
Once an individual formally becomes a “The Client” by completing all requirements for becoming an agency “foster family,”
they have the option of filing a “written appeal” if they disagree with an agency decision or action.

The decision or action must directly affect The Client. The Client will be given an opportunity to demonstrate compliance with
all agency policies, applicable laws, minimum standards, restrictions and/or conditions imposed by Jonathan’s Place. “Written”
appeals should include the following information:

The Client’s name(s), date, description of decision and/or action being appealed, a brief narrative stating the specific reason(s)
for the appeal (explaining why you believe the decision or action was incorrect and/or unfair and/or unreasonable), telephone
number(s) for the person(s) directly involved, and the best time to call or contact each person. Appeals should also include
copies of any documentation containing helpful or pertinent information to the appeal.




Latest Revision 06/01/09                             Page 1 of 2            file: CPA Policies/Forms/Parent File/Clients Grievance Procedures
Appeals will be reviewed by the Program Director of The Agency and/or, if necessary, by the Chief Operating Officer and the
Executive Director of Jonathan’s Place. The Program Director will provide a written response and/or decision to each appeal
within fourteen (14) working days. The written response and/or decision will include information including specific
reasoning for the outcome(s).

The 14-day, written response to a client’s appeal will be considered the final outcome of the appeal. A priority will be placed
on what we believe to be in the best interest of children in foster care.

In the event the client wishes to file a complaint with the Texas Department of Family and Protective Services. They may
contact our local licensing office as follows:
                                                         Tileka Davis
                                               Residential Child Care Licensing
                                     Texas Department of Family and Protective Services
                                                8700 N. Stemmons, Suite 104
                                                       Dallas, TX 75247
                                                        214-583-4295

You may obtain information about licensing standards or procedures by calling:

                                   Texas Department of Family and Protective Services
                                      Toll-Free Telephone Number (1-800-252-5400)
                                                   www.dfps.state.tx.us




THE CLIENT                                                              DATE



THE CLIENT                                                              DATE




Latest Revision 06/01/09                            Page 2 of 2           file: CPA Policies/Forms/Parent File/Clients Grievance Procedures

Más contenido relacionado

Más de Jonathan's Place

Home Study Questionnaire Joint
Home Study Questionnaire JointHome Study Questionnaire Joint
Home Study Questionnaire JointJonathan's Place
 
Home Study Questionnaire Single Female
Home Study Questionnaire Single FemaleHome Study Questionnaire Single Female
Home Study Questionnaire Single FemaleJonathan's Place
 
DFPS Environmental Health Inspection Checklist
DFPS Environmental Health Inspection ChecklistDFPS Environmental Health Inspection Checklist
DFPS Environmental Health Inspection ChecklistJonathan's Place
 
Disaster Emergency Plan Policy
Disaster Emergency Plan PolicyDisaster Emergency Plan Policy
Disaster Emergency Plan PolicyJonathan's Place
 
DFPS Fire Prevention Checklist
DFPS Fire Prevention ChecklistDFPS Fire Prevention Checklist
DFPS Fire Prevention ChecklistJonathan's Place
 
DFPS Request for Background Check
DFPS Request for Background CheckDFPS Request for Background Check
DFPS Request for Background CheckJonathan's Place
 
Clients Roles & Responibilities
Clients Roles & ResponibilitiesClients Roles & Responibilities
Clients Roles & ResponibilitiesJonathan's Place
 
Basic Rights and Reporting Policy
Basic Rights and Reporting PolicyBasic Rights and Reporting Policy
Basic Rights and Reporting PolicyJonathan's Place
 
Documentation required for Foster/Adopt Program
Documentation required for Foster/Adopt ProgramDocumentation required for Foster/Adopt Program
Documentation required for Foster/Adopt ProgramJonathan's Place
 
Disaster Emergency Plan Template For Families
Disaster Emergency Plan Template For FamiliesDisaster Emergency Plan Template For Families
Disaster Emergency Plan Template For FamiliesJonathan's Place
 
Behavior Management Discipline Agreement Policy
Behavior Management Discipline Agreement PolicyBehavior Management Discipline Agreement Policy
Behavior Management Discipline Agreement PolicyJonathan's Place
 
Authorization For Release of Information
Authorization For Release of InformationAuthorization For Release of Information
Authorization For Release of InformationJonathan's Place
 

Más de Jonathan's Place (20)

Home Study Questionnaire Joint
Home Study Questionnaire JointHome Study Questionnaire Joint
Home Study Questionnaire Joint
 
Medical History
Medical HistoryMedical History
Medical History
 
Home Study Questionnaire Single Female
Home Study Questionnaire Single FemaleHome Study Questionnaire Single Female
Home Study Questionnaire Single Female
 
DFPS Environmental Health Inspection Checklist
DFPS Environmental Health Inspection ChecklistDFPS Environmental Health Inspection Checklist
DFPS Environmental Health Inspection Checklist
 
Fee Rate Policy
Fee Rate PolicyFee Rate Policy
Fee Rate Policy
 
Disaster Emergency Plan Policy
Disaster Emergency Plan PolicyDisaster Emergency Plan Policy
Disaster Emergency Plan Policy
 
DFPS Fire Prevention Checklist
DFPS Fire Prevention ChecklistDFPS Fire Prevention Checklist
DFPS Fire Prevention Checklist
 
DFPS Request for Background Check
DFPS Request for Background CheckDFPS Request for Background Check
DFPS Request for Background Check
 
DF{S Affidavit
DF{S AffidavitDF{S Affidavit
DF{S Affidavit
 
Transportation Policy
Transportation PolicyTransportation Policy
Transportation Policy
 
Confidentiality Agreement
Confidentiality AgreementConfidentiality Agreement
Confidentiality Agreement
 
Clients Roles & Responibilities
Clients Roles & ResponibilitiesClients Roles & Responibilities
Clients Roles & Responibilities
 
Clients Rights
Clients RightsClients Rights
Clients Rights
 
Client Code of Ethics
Client Code of EthicsClient Code of Ethics
Client Code of Ethics
 
Basic Rights and Reporting Policy
Basic Rights and Reporting PolicyBasic Rights and Reporting Policy
Basic Rights and Reporting Policy
 
Reference Form
Reference FormReference Form
Reference Form
 
Documentation required for Foster/Adopt Program
Documentation required for Foster/Adopt ProgramDocumentation required for Foster/Adopt Program
Documentation required for Foster/Adopt Program
 
Disaster Emergency Plan Template For Families
Disaster Emergency Plan Template For FamiliesDisaster Emergency Plan Template For Families
Disaster Emergency Plan Template For Families
 
Behavior Management Discipline Agreement Policy
Behavior Management Discipline Agreement PolicyBehavior Management Discipline Agreement Policy
Behavior Management Discipline Agreement Policy
 
Authorization For Release of Information
Authorization For Release of InformationAuthorization For Release of Information
Authorization For Release of Information
 

Client Grievance Procedures

  • 1. GRIEVANCE PROCEDURES POLICY: Agency foster parents (The Client) have a right to appeal decisions or actions taken by Jonathan’s Place (The Agency). The Client also has the right to discuss grievances and complaints. Clients are defined as “an individual or family that establishes a formal relationship beyond what is available to the general population (i.e. Certified Foster Family).” The Client is encouraged to proactively participate in telephone conversations and/or agency meetings in order to ensure ongoing, open communication between the parties. TELEPHONE MEETINGS AND/OR SCHEDULED ONE-ON-ONE CONFERENCES From time-to-time, The Client may disagree or be upset with decisions and/or actions taken by The Agency. For example, a foster parent family is denied certification, or The Client is unhappy with a decision made by The Agency pertaining to a foster child in their care. The Client is encouraged to provide open communication regarding their thoughts, feelings, opinions, feedback, ideas, etc. to The Agency. The Agency truly believes that we are a “team.” As a “team” responsible for the care and growth of each child in the foster care system, respective parties are expected to participate in a proactive and positive manner. The Client needs to realize that The Agency decisions must always take into consideration the laws, contractual obligations, as well as the child’s best interest. It is only normal that The Agency and The Client may sometimes disagree with one another. If both The Agency and The Client treat one another with mutual respect, we believe most conflicts or grievances can be respectfully resolved. The Client may contact their agency Case Manager via telephone to report and discuss concerns. The Agency Case Manager can be contacted via address, telephone, and or email at the following location: Jonathan’s Place P.O. Box 140085 Dallas, TX 75214 (972) 303-1335 www.kidnet.org We recommend The Client schedule a time to meet with the Case Manager regarding their needs or the needs of a child placed in their care. If The Agency Case Manager is unable to successfully resolve The Client’s specific concerns, then the Program Director should be contacted. If The Client continues to be dissatisfied with the manner in which both the Case Manager and the Program Director handle a complaint or inquiry, The Client may contact the Chief Operating Officer. WRITTEN COMPLAINTS AND/OR APPEALS Once an individual formally becomes a “The Client” by completing all requirements for becoming an agency “foster family,” they have the option of filing a “written appeal” if they disagree with an agency decision or action. The decision or action must directly affect The Client. The Client will be given an opportunity to demonstrate compliance with all agency policies, applicable laws, minimum standards, restrictions and/or conditions imposed by Jonathan’s Place. “Written” appeals should include the following information: The Client’s name(s), date, description of decision and/or action being appealed, a brief narrative stating the specific reason(s) for the appeal (explaining why you believe the decision or action was incorrect and/or unfair and/or unreasonable), telephone number(s) for the person(s) directly involved, and the best time to call or contact each person. Appeals should also include copies of any documentation containing helpful or pertinent information to the appeal. Latest Revision 06/01/09 Page 1 of 2 file: CPA Policies/Forms/Parent File/Clients Grievance Procedures
  • 2. Appeals will be reviewed by the Program Director of The Agency and/or, if necessary, by the Chief Operating Officer and the Executive Director of Jonathan’s Place. The Program Director will provide a written response and/or decision to each appeal within fourteen (14) working days. The written response and/or decision will include information including specific reasoning for the outcome(s). The 14-day, written response to a client’s appeal will be considered the final outcome of the appeal. A priority will be placed on what we believe to be in the best interest of children in foster care. In the event the client wishes to file a complaint with the Texas Department of Family and Protective Services. They may contact our local licensing office as follows: Tileka Davis Residential Child Care Licensing Texas Department of Family and Protective Services 8700 N. Stemmons, Suite 104 Dallas, TX 75247 214-583-4295 You may obtain information about licensing standards or procedures by calling: Texas Department of Family and Protective Services Toll-Free Telephone Number (1-800-252-5400) www.dfps.state.tx.us THE CLIENT DATE THE CLIENT DATE Latest Revision 06/01/09 Page 2 of 2 file: CPA Policies/Forms/Parent File/Clients Grievance Procedures