SHELTER STANDARDS CLARIFICATION MANUAL

STANDARD #5

Rights and Responsibilities of Clients
Grievance Procedures

To The Residents of Access

Clarifications regarding your rights and your responsibilities while Staying at the Shelter:
from the Director, Barbara J. Reifer

1. You hove the right to exit the Shelter whenever you choose - no one is forcing you to stay here.

2. You have the right to ask for and fill out a complaint form against any staff person or other resident.

3. You nave the right to be-respected and treated as o human-being.

4. You have the right to fill out an extension form for up to 28 days of Shelter services.

5. You have the right to see the Director of ACCESS regarding any provable injustice or wrongdoing.

6. You have the right not to be exited from the Shelter without the approval of the Director.

7. You have the right to expect that your case files, etc., will-be kept confidential

8. You have the right to all the of the Shelter services offered at ACCESS.

Providing:

1. You have the responsibility to -follow all of the regulations and rules of the Shelter.

2. You have the responsibility to know all of the regulations and rules of the Shelter.

3. You have the responsibility to ask if you don't know all of the regulations and rules of the Shelter.

4. You have the responsibility to treat all staff and other residents with the same respect you expect for yourself.

5. You have the responsibility to walk away from gossip and undermining regardless of whomever is involved.

6. You have the responsibility to report all actions that threaten the safety and security of the Shelter, either to a Shelter Manager or the Director.

7. You have the responsibility to understand that he rules and regulations of the Shelter are necessary to avoid total chaos and confusion which would be the result of 20 plus individuals experiencing the difficulties and crisis of homelessness.

8. You have the responsibility to know that With Rights Come Responsibilities.

RESPECT

Policy
The Mission will treat its client/guests with dignity and respect and, in turn, expects client/guests to treat Mission staff and other client/guests with respect.

Rationale
The Mission recognizes that homeless persons are often treated discourteously and rudely by people in the community or by employees of other agencies. The Mission believes that all persons, regardless of their circumstances, are deserving of courtesy and respect. Therefore, the Mission's staff members will treat all client/guests respectfully, provided that the client/guests reciprocate by behaving in a manner which is deserving of respect. In turn, the Mission expects its client/ guests to behave courteously towards staff members, volunteers and other client/guests.

Implementation
1. If a client/guest behaves in an inappropriate manner towards another client/guest or towards staff, the Mission staff will attempt to resolve the problem by talking to the persons involved.
2. If this approach fails to calm the perpetrator, he/she will be barred from the premises for 3 days.
3. 3rd offence and/or chronic offences will be barred from the premises for 30 days.

FRIENDS OF HOMELESS

Our Mission...Friends' mission is to provide services and opportunities for homeless adults to regain their independence and self-sufficiency. We believe that every person has the capacity to achieve more stable housing, a regular source of income and make more informed life choices.You, the client, are the best person to determine your needs and to achieve your goals. We are here to offer support and guidance as you request it.

Emergency Shelter...We provide a clean, positive, safe and secure environment in which we hope a person will feel supported in his/her efforts toward life choices and goals.

Hospitality...Twenty-four-hour shelter is available with the following services:

beds with clean linens
hot showers, soap, towels and toiletries
evening meals
wake-up calls
mail
storage for personal belongings

Information & Referral...

Direct Service staff are available to assist you by providing information about agency and community resources, such as:

:food and meals
clothing
employment *
medical and dental care
substance abuse recovery
legal assistance
transportationveterans assistance

Employment Connections...

Employment Connections provides opportunities for development of skills which lead to employment. These include:

educational and career planning
literacy training and GED classes
job readiness preparation
life skills development
job search assistance
housing referral and rental assistancecase
management services

Solutions & Possibilities...T

he Solutions and Possibilities program believes in every person's ability to recover from alcoholism and/or drug addiction. We help those who want to help themselves by offering

group support from fellow addicts
individual support & /lor counselling
education & information about the disease of addiction
transportation to local recovery meetings and social events
12-step recovery meetings in the shelterassistance with admission to in-patient treatment if requested

Mental Health Liaisons...

The Mental Health Liaison program offers support, advocacy, information and referrals to residents experiencing mental health issues. These goals are accomplished through the activities listed below.

Serves as a liaison with the community mental health agency personnel.
Orients clients to the mental health system and their entitled benefits.
Provides one-on-one education.
Facilitates group educational workouts and recreational activities
Provides referrals to approved health agencies

GRIEVANCES

Policy
The Mission will provide a grievance process which can/be utilized by both employees and client/guests.

Rationale
The Mission recognizes that its purpose and goals are idealistic, and that in day-to-day operation, situations may arise which do not comply with these principles. The Mission realizes that there are situations, which provide the administration, its staff members and its client/guests the opportunity to act in an inappropriate, unprofessional or abusive manner. Therefore, the Mission has designed a process through which a complaint may be filed. Problems between staff members, between staff and administration, between client/guests and staff or between client/guests and administration can be addressed through a grievance process.

Implementation
There are three (3) steps to the grievance process:

1) Discuss the matter with the immediate Supervisor of the staff member involved or the supervisor in charge of that area of the Mission program. If the matter remains unresolved, go to the next step.
2) Request a Grievance Form and complete it. Forward the report to the Associate Director. He/She will review the complaint and respond in writing to the plaintiff within five (5) working days of receipt of the report. If the plaintiff remains dissatisfied with the resolution offered, he/she may take the next step.
3) Request that the grievance form be forwarded to the executive Director for review. He/She will take one of the two following steps:

a) Give the plaintiff a written response which will indicate the final disposition OR
b) Call a conference for all parties involved in the incident(s). The final disposition will be determined at this conference. A letter of disposition will then be issued to the plaintiff within five (5) working days of the conference.

BETHANY HOUSE SERVICES
CINCINNATI, OHIO

2. 1. 9

GUEST GRIEVANCES

POLICY:

Each guest of Bethany House Services shelter shall have the right to express her feelings concerning her dissatisfaction ,with the Policies and/or Procedures of Bethany House Services in an appropriate manner,

The following guidelines should be implemented:

- If the guest has a grievance with the Policies or Procedures of the Bethany House Services shelter, she should initially discuss her grievance with her Shelter Advocate.
- In cases where the Shelter Advocate or House Manager is a party to the grievance the guest should speak to the Executive Director.
- In cases where the grievance cannot be resolved by the guest and her Shelter Advocate or House Manager, the Executive Director shall be involved in the resolution.
- The Executive Director shall dialogue with the Shelter Advocate/House Manager and the grievance will be resolved in the presence of the Shelter Advocate/House Manager and the guest.

PURPOSE:
- To provide an opportunity and process for guests to communicate and resolve differences or problems experienced during their stay at Bethany House Services shelter
- To serve as a means of alerting the Executive Director to:

o difficulties a guest or staff member may be having in guest/staff relationships

o problems which may-be occurring in efforts to respond to needs of guests

o fulfilment of responsibilities by guest or staff members

Approved: ____________________

Title: _____Executive Director_____

Date: ______4 - 10 - 90_________

FRIENDS OF THE HOMELESS, INC.

Policy
#5.40

COMPLAINT AND GRIEVANCB PROCEDURES
FOR RESIDENTS AND OTHER INDIVIDUALS SERVED

(A) The purpose of this policy shall be to establish procedures for the filing and resolution of complaints involving the programs or services operated pursuant to policies of Friends of the Homeless, Inc. (hereinafter referred to as the "agency") including procedures for residents and clients (hereinafter referred to as "individuals served") filing grievances regarding their treatment and the services rendered by the agency.

(B) Resident and client rights. Friends of the Homeless has a written and posted policy on residents rights. All complaints and grievances shall allege agency or staff non-compliance with at least one of those rights listed or with other policies.

(D) Filing of complaints. Any interested person may file a complaint involving any of the programs, services, or personnel of the agency. Individuals who might be in a position to file a complaint may include but might not be limited to the following:

(1) Individuals served
(2) An advocate for the individual
(3) A staff member
(4) A family member or friend
(5) A representative from another agency

(E) The complaint must be filed within ten (10) days of the alleged occurrence, although a shorter time-frame is recommended.

(F) Reportable incidents may include but not be limited to:
(1) Punishment, discipline, or restraint inconsistent with respected contemporary practice by human service providers;
(2) Sexual activity as defined in Chapter 2907 of the Ohio Revised Code
(3) Abuse or neglect as reported under any section of the Ohio-Revised Code, which includes verbal abuse;
(4) Any staff or agency non-compliance with policy.

(G) Information to be filed.
(1) Complaints shall be in writing through the use of the agency form, "Complaint", which shall be available from the office manager. This form must include a statement of facts which support the allegations.
(2) Complaints shall also include the following:
a. Names and titles of persons involved, if available;
b. Previous steps taken to resolve the complaint;
c. Any other information which supports the allegation.

(H) Where to file a complaint. Complaints may be filed by calling on visiting the agency where the complainant shall receive assistance in filing. The complainant shall obtain proper forms from the Office Manager or program staff and obtain assistance for following the proper procedures. Assistance shall be provided for individuals assumed to have literacy problems or who need additional assistance or explanation.

(I) The agency has established a complaint resolution procedure for complaints involving violations or resident and client rights, which includes disciplinary action for any staff member found in non-compliance with respecting those rights or with other agency policy.

(J) Accountability regarding complaints. (1) The agency shall provide for each complaint to be investigated by staff person. (2) The Executive Director or her designer shall assign the investigator. (3) The assigned investigator shall investigate the allegations and recommend a course of action to the executive director within five (5) working days or receiving it. The executive director shall take action with three (3) working days ad notify the complaint of the action taken.

(K) Reports of alleged abuse or neglect of individuals over the age of fifty-five shall also be reported to the county department of human services, adult protection services.

(L) There shall be no formal appeals process.

FRIENDS OF THE HOMELESS INC

FORMAL COMPLAINT BY THE CLIENT
Initial Contact

Client Name: _________________________________________________________

Name of staff / clients involved: ___________________________________________

Program (check one) __ Shelter __Solutions and Possibilities
__ Employment Connections __Transitional Housing

Brief description of incident:

Date _____________________________ Time _______________________________

____________________________________________________________________________________

......................................................................

Steps taken to resolve this problem: ________________________________________________________

____________________________________________________________________________________

___________________________ _________________
Client Signature Date
......................................................................
FOR OFFICE USE ONLY

Date received: __________________________________________________________________
Assigned Investigator: ________________________________________________________
Response due by: _______________________________________________________________
Executive Director: ___________________________________________________________

COPY DISTRIBUTION
WHITE - Executive Director YELLOW - Investigator Pink - Client

FRIENDS OF THE HOMELESS INC

FORMAL COMPLAINT BY THE CLIENT
Investigator's Report

Client Name: ___________________________Complaint Date: ______________

Client Statement: _______________________________________________________________________

____________________________________________________________________________________

Staff / Other Client(s) Statement __________________________________________________________

____________________________________________________________________________________

Investigator Recommendation _____________________________________________________________

____________________________________________________________________________________

___________________________ _________________
Investigator Signature Date

COPY DISTRIBUTION
WHITE - Executive Director YELLOW - Investigator Pink - Client

FRIENDS OF THE HOMELESS INC

FORMAL COMPLAINT BY THE CLIENT
Executive Director Action

Client Name: ___________________________Complaint Date: ______________

Action Taken:

.____No agency policy violated
.____Problem resolved by agreement between client and staff / clients(s)
.____Client not available for investigation:___ will return ___ not due to
.____Staff error, client satisfied with resolution
.____ Other __________________________________________________________________________

____________________________________________________________________________________

Comments: __________________________________________________________________________

____________________________________________________________________________________

_________________________________ _________________
Executive Director's Signature Date

COPY DISTRIBUTION
WHITE - Executive Director YELLOW - Investigator Pink - Client

COMPLAINT FORM

Complaint: __________________________

Staff on duty: _______________________ Shift: ____________________

Date this from filled out: ___________ Date and time of incident ___________

Description of incident (Who was involved and what happened):

______________________________________________________________________

____________________________________________________________________________________

Signature of Complaiant: ______________________________

Comment by staff: ____________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

Description of incident continued from page one:

______________________________________________________________________

Comments: ____________________________________________________________

______________________________________________________________________

Follow-up needed: ____________________________________________________

______________________________________________________________________

Resident Complaining ______________________ About Resident _________________

Date this form filled out _______________Date/Time of Incident _____________

Description of the Incident (who was involved and what happened):__________________

______________________________________________________________________

This Form submitted to Staff (Name) ____________________Date/Time _________

Disposition of this Complaint_______________________________________________

Staff Initials _____________ Referred to Director, Date/time _____________________

COMPLAINT AGAINST STAFF FORM

Resident Complaining ___________________ Staff _____________________________

Date this form filled out _______________Date/Time of Incident ___________________

Description of the Incident (who was involved and what happened):__________________

______________________________________________________________________

Date this form submitted to Executive Director _____________________________

Office use only:
Disposition of this Complaint ______________________________________________

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