| Client Grievance Procedure |
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Northern Virginia AIDS Ministry (NOVAM) Client Grievance Procedure
PURPOSE: To provide an agency client grievance procedure and establish NOVAM’s Advocacy Representative.
The Advocacy Representative is elected by the NOVAM Board of Directors and provides an objective, caring response to clients. The Advocacy Representative is a member of NOVAM’s Board of Directors.
Step 1. If for any reason a client receiving a NOVAM service(s) feels he/she has not been treated well or fairly or has not received the service expected, that client can address their grievance to the staff person responsible for that area of service. (e.g. problems with transportation will be addressed to the Transportation Program Manager.)
Step 2. Should the client not receive complete satisfaction after addressing the staff person directly, or if they feel uncomfortable addressing that person, the client is encouraged to address the appropriate Department Head (Education or Client Services).
Step 3. Following this course, should no satisfaction be attained with the Department Head, the Executive Director may be addressed.
Step 4. If after addressing the Executive Director, the client feels he/she has not been understood and/or received a satisfactory action to remedy the situation, the client may address their issue with the NOVAM Advocacy Representative and forward a written complaint outlining their concerns to:
Advocacy Representative Northern Virginia AIDS Ministry 803 W Broad Street, Suite 700 Falls Church, VA 22046 703-533-5505
The client will receive an acknowledgement from the Advocacy Representative within five business days and an attempt at resolution of the grievance within 15 business days from the receipt of the written complaint.
Step 5. If after the client’s meeting and discussion with the advocacy representative no solution has been found, the client may then present his/her grievance to the NOVAM Board of Directors.
Step 6. Finally, should a client receiving support services under programs funded by the Ryan White Care Act or Housing Opportunities for People with AIDS receive no satisfaction after presenting the grievance to the NOVAM Board of Directors, the client should address their concern to the administrative agent for the Northern Virginia HIV Consortium.
Step 7. Upon final resolution of the grievance issue, the appropriate NOVAM staff will propose a summary of the issue, ultimate resolution, and the action plan to prevent repeat occurrences.
Clients receiving support services under Ryan White Care Act or Housing Opportunities for People with AIDS funded programs with grievances are encouraged to exhaust the internal process first, but may opt to address their grievance at any time with the National Association of People with AIDS (NAPWA) Consumer Advocacy Project. The contact name and number is: Phillip Bailey, 703-724-4126, or clients may call the toll free number at 866-846-9366.
I have read or have had explained to me the policies of the Northern Virginia AIDS Ministry. I acknowledge that I understand these policies and have received a copy of them.
Client and/or Guardian _______________________________________
Date __________________
Witness ___________________________________________________
Date __________________
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