Concerns, Complaints, and Grievances

To enhance the partnership between Project Open Hand (POH) and our clients, stakeholders, partners, and the public, all concerns, complaints, and grievances that are brought to the attention of POH will be resolved quickly and respectfully.

We value your opinions and concerns. Your feedback gives us an opportunity to improve our services to you. You can contact us regarding a complaint without fear of risking your services. 

Project Open Hand is committed to providing quality services to all of our clients and to maintain good partnerships with stakeholders and the public. However, on occasion, you may feel that you have a grievance or a complaint that was not addressed adequately or the decision reached was one you did not agree with. The following procedure was developed to address these situations.

Step 1: Notify the Manager, Wellness Program of the grievance. A written report will be noted in your file within two (2) days and the Manager will attempt to immediately resolve the situation. If further follow-up is necessary, the Manager will notify the Senior Director, Programs. The Manager, Wellness Program will notify you usually within seven (7) business days of a resolution. Notification may be by telephone or in writing. If more time is needed to review the grievance, a written letter will be issued to you that a review/resolution will be provided within 30 days.

If the grievance is the result of a suspension or termination of services, the suspension or termination of services will continue until the grievance is resolved and a final decision (Step 2) is reached.

Step 2: If the situation remains unsatisfactory, you are encouraged to submit your grievance in writing to the Senior Director, Programs. The Manager will provide her contact information. Include a description of the concern and include the steps taken to resolve the situation. You may also request a copy of the initial report submitted.

The Senior Director, Programs will contact you usually within seven (7) business days of receipt of your grievance to review the matter. You will receive notification of a final decision usually within seven (7) business days after contact with the manager. Notification may be by telephone or letter.

Note: You have the right to have a representative of your choice act as an advocate at any time during the grievance process. A representative may be a friend, family member, or someone in your support system. Should you request further assistance, you may appeal to the Vice President of Programs.

If you still feel like your concern is not addressed, you may contact: