Page 28 - Policies and Procedures

 Discuss your concern with your Program Director.
 If your concern remains unresolved, request to speak to the Resident Advocate.
 If no agreement or solution is reached, the resident/guardian may choose to make

an appointment with the Executive Director by contacting 602-327-8375. A face
to face appointment will be made within 10 days of initial request.
 You may make a written complaint to the CEO at 808 N 74th Street Scottsdale AZ
85257. The CEO will develop a written response within 10 days of receiving the
grievance.
 You may make a formal grievance to Arizona Department of Human Services.
The address to ADHS is posted at your site. Only violation of rights is grieveable.

Grievance Investigation Procedure

The Executive Director will carefully review every grievance and attempt to resolve grievances submitted
early to prevent a breakdown of employment and therapeutic relationships and, ultimately, claims. The
Executive Director is committed to:

1. Decide whether the grievance can be resolved informally or if the formal grievance procedure
should be used.

2. Ensure that all agency procedures are followed, including the Code of Ethics, when investigating
grievances.

3. Will meet with all parties involved or mentioned in the grievance, when necessary, in order to
obtain as much information as possible regarding the grievance.

4. Invite the concerns person(s) to a grievance meeting and remind them of their statutory right to be
accompanied by a colleague or peer.

5. Will ensure that someone who is not involved in the case is appointed to take notes on the
proceedings.

6. Will allow a person to explain the details of their grievance and how they would like it to be
resolved.

7. Adjourn the grievance meeting to consider all the evidence before deciding.
8. Consider the possible outcomes of the grievance.
9. Once the decision whether to uphold the grievance is made, the Executive Director will inform the

concern person(s) in writing with details of why that decision was reached. This will occur within
10 days from the initial grievance arrival.
10. In the event the grievance is about the Executive Director, the CEO will conduct the grievance
investigation.
11. This grievance procedure will all apply to all grievances; employee, resident, or outside
grievances.

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Hopess – Policy and Procedure Manual