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Grievance Policy

PURPOSE:

To establish a procedure by which individuals who may be dissatisfied with any determination made by CHEER regarding eligibility or access to CHEER programs or services funded through state contract, may formally register a grievance and have that grievance considered for resolution in a fair and impartial manor. It is the policy of CHEER to ensure that all CHEER programs and services equally accommodate all persons under the terms and conditions of every state funding contract in effect with CHEER regardless of race, age, marital status, creed, color, sex, national origin or physical or cognitive disability.

GUIDELINES:

Notification of this policy shall be posted in all CHEER facilities as well as on CHEER’s website. Notification may be provided to individual clients upon their initial registration for programs or services. Notification shall consist of a statement to the effect that “CHEER has a formal grievance policy which is available to any individual who may have a concern or may be otherwise dissatisfied with legibility for service, or service provided under any CHEER program funded under contract with the State of State of Delaware, Division of Services for Aging and Adults With Physical Disabilities (DSAAPD) Any individual wishing to obtain a copy of this policy or to file a grievance should contact CHEER’s Director of Support Services at:

CHEER Administrative Office
546 South Bedford Street, Ext.
Georgetown, DE 19947


or


Telephone (302) 856 – 5187

Any service recipient, potential service recipient, guardian or client caregiver may file a grievance by notifying any CHEER Director of their concern. Members of CHEER can assist an individual wishing to file a grievance to contact an appropriate CHEER Director.

Any individual wishing to file a grievance must provide the following information to CHEER in a written form for a grievance to be considered:

  • Name of the person grieving
  • Contact information to enable CHEER to contact the grievant
  • A statement of the basis for the grievance to include the following:
    • Service, program, decision of CHEER which the grievant may be dissatisfied with.
    • Any date(s) and / or location(s) relevant to the grievance
    • Names of any members of CHEER who may have been involved or have knowledge of the event(s) resulting in the grievance
    • Names and contact information for other individuals who may have first hand knowledge of the event(s) resulting in the grievance.

Upon CHEER’s receipt or notification of the filing of any grievance, the following 3 step process will be initiated.

STEP 1 - CHEER’s Director of Support Services will provide the grievant with acknowledgement of receipt of the grievance and will notify CHEER’s Deputy Director and the CHEER Program Director(s) of the program(s) which the grievance has been filed against. The CHEER Program Director(s) will meet or otherwise communicate directly with the grievant for the purpose of understanding the issue being grieved and attempting to reach a resolution satisfactory to both parties. The Program Director(s) will document the results of this effort and copies of that document will be provided to the grievant, CHEER’s Director of Support Services and CHEER’s Deputy Director. Every effort will be made to address the grievance in a timely manor and conclude Step 1 of this process within 10 days of CHEER’s receipt of the grievance.

In the event the grievance is directly related to an action of the Program Director, the grievant may proceed directly to Step 2 of this process

STEP 2 – In the event that a mutually satisfactory resolution is not achieved during Step 1 of this process, the grievant may opt to advance the grievance to Step 2 by notifying CHEER’s Deputy Director in writing. The Deputy Director or their designee shall review any information developed to date as part of the grievance process and shall meet with each party involved either individually or collectively as well as any other individuals which the Deputy Director or their designee may determine appropriate to help develop a full understanding of the grievance and all related facts.

The Deputy Director or their designee shall document all findings and conclusions relative to the grievance and copies of such documentation shall be provided to the grievant, the respective CHEER Program Director(s) and CHEER’s Executive Director.

CHEER’s Executive Director or their designee will review the documented findings and conclusions and (1) concure with the conclusions or (2) direct further review and consideration by CHEER staff. The Executive Director or their designee shall formally notify the CHEER Board of Directors of the grievance and actions taken to date.

In the event that the Executive Director or their designee determines that further review and consideration may be warranted, the Deputy Director will repeat the process in the first 2 paragraphs of this Step 2.

Every effort will be made to address the grievance in a timely manor and conclude Step 2 of this process within 10 days of CHEER’s receipt of notice by the grievant that the grievant was dissatisfied with the result of Step 1 of this process.

STEP 3 – If at the end of Step 2 a mutually satisfactory resolution is not achieved, the grievant may seek to advance the grievance to STEP 3 of this process. Step 3 involves notification to the Director of DSAAPD of the grievance. Such notification must be made by the grievant; however, CHEER will provide the grievant with appropriate DSAAPD contact information. The DSAAPD Director or their designee may opt to review the grievance and issue a recommendation for resolution or, based upon available information, may decline to consider the matter further.

Nothing in this procedure shall preclude any individual from pursuing any rights or remedies which they may be entitled to under law. Any individual who may have been denied service has the right to file a complaint with the Department of State, Divisions of Human Relations.

Individuals lodging complaints on the basis of being denied services will be provided with a copy of Delaware’s Equal Accommodations Law by CHEER.

CHEER’s Director of Support Services shall develop and maintain a Grievance Log consistent with the format in this policy which shall contain documentation for every grievance filed under this policy. The Director of Support Services shall also maintain a file containing documentation developed for every grievance. The Director of Support Service shall notify the grivet’s DSAAPD Case Worker of any Grievance that is advanced to Step 2 of this process.

ENFORCEMENT:

Violation of the CHEER’s Grievance Policy for Client Services / Programs, and Equal Accommodation Law will result in disciplinary action up to and including termination. In addition, CHEER may actively participate in any lawful efforts to assist a client or legal guardian of a client to resolve any grievance.

POSTING NOTICE

CHEER has a formal grievance policy which is available to any individual who may have a concern or be otherwise dissatisfied with eligibility for service, or service provided under any CHEER program funded under contract with the State of Delaware, Division of Services for Aging and Adults with Physical Disability (DSAAPD). Any individual wishing to obtain a copy of this policy or to file a grievance should contact CHEER’s Director of Support Services at:

CHEER Administrative Office
546 South Bedford Street, Ext.
Georgetown, DE 19947


or


Telephone (302) 856 – 5187

It is the policy of CHEER to ensure that all CHEER programs and services equally accommodate all persons under the terms and conditions of every state funding contract in effect with CHEER regardless of race, age, marital status, creed, color, sex, national origin or physical or cognitive disability.