1. The consumer is expected to consult first with their direct service provider regarding any action, occurrence or attitude either expressed or implied which is perceived as unfair or inequitable in the Center’s delivery of services. If a satisfactory agreement for resolution cannot be made through this consultation, the consumer may appeal in writing to the service provider’s immediate supervisor.
2. The supervisor must arrange a meeting with the consumer and the direct services provider within 10 working days after the grievance is received. If no resolution can be reached at this level, the consumer may appeal in writing to the Executive Director.
3. If a consumer submits a written grievance to the Executive Director and no resolution is made within 15 working days after the grievance is received, the Executive Director will instruct the Board President to activate a three member Grievance Committee. This committee is composed of Board members.
4. The Grievance Committee will hear and review all evidence presented by the consumer and the service provider involved. After careful consideration, it will make an action recommendation to the President.
5. If the action taken by the Grievance Committee and the Board President is not satisfactory to the consumer, a final appeal may be made in writing to the President for a hearing before the Board or a designated subcommittee thereof. This request must be in writing and submitted to the Executive Director no more than 10 working days from receipt of notification of the President’s action.
6. If the action taken by the Board of Directors is still not satisfactory to the consumer the consumer will be referred to ACCES for conflict resolution assistance. If the consumer needs assistance with this referral the Executive Director or a designee will assist the consumer in making the referral.
ACCES may be contacted at:
Centers Administration Unit
One Commerce Plaza, Room 1601
Albany, New York 12234
I have been made aware of the above grievance procedure.