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Grievance Policy

Purpose

The purpose of this Grievance Policy is to provide a fair, transparent, and effective process for resolving conflicts or concerns within Next Steps Housing house. This policy ensures that all grievances are addressed in a timely and respectful manner, promoting a safe and supportive environment for both residents and staff.

Scope

This policy applies to all staff, residents, and volunteers at Next Steps Housing house.

  1. Definition of a Grievance

    A grievance is any complaint, concern, or issue that arises in relation to the environment, behavior, or treatment within Next Steps Housing house. This may include, but is not limited to:
    • Conflicts with other residents or staff.
    • Discrimination or harassment.
    • Issues related to house rules or program expectations.
    • Concerns about the quality of services provided.
  2. Informal Resolution Process
    • Step 1: Open Communication
      Before filing a formal grievance, residents and staff are encouraged to attempt resolving the issue informally. This may involve:
      • Direct conversation: The person with the grievance should address the issue directly with the individual(s) involved in a respectful manner.
      • Mediation: If direct communication does not resolve the issue, the parties may ask a neutral third party (e.g., a staff member or house manager) to mediate the conversation.
    • Step 2: Informal Support
      If further assistance is needed, a resident or staff member can speak with the house manager or a designated staff member to discuss possible solutions before submitting a formal grievance.
  3. Formal Grievance Process

    If the grievance cannot be resolved informally, the following steps should be taken:
    • Step 1: Submission of Grievance
      The individual filing the grievance must submit the complaint in writing to the house manager or house owner. The grievance should include:
      • A clear description of the issue.
      • The names of the individuals involved (if applicable).
      • Any relevant dates, locations, or circumstances.
      • Desired outcome or resolution.
    • Step 2: Acknowledgment of Grievance
      The house manager or house owner will acknowledge receipt of the grievance within 2 business days. They will outline the next steps and timeframe for addressing the issue.
    • Step 3: Investigation and Resolution
      The grievance will be investigated fairly and impartially. This may involve speaking to all parties involved, reviewing any relevant documentation, and gathering further information.

      The house manager or house owner will make a determination within 7 business days of receiving the grievance. They will provide the complainant with the results of the investigation and any actions or decisions that will be taken to address the issue.
  4. Confidentiality
    • Every effort will be made to handle grievances in a confidential manner. However, in some cases, it may be necessary to disclose details of the grievance to relevant individuals to investigate and resolve the matter.
    • Retaliation against anyone who files a grievance in good faith will not be tolerated and may result in disciplinary action.
  5. Retaliation Prohibited

    Retaliation against individuals who file grievances in good faith will not be tolerated. Any retaliatory behavior may result in disciplinary action or termination from the program.
  6. Ongoing Improvement
    Next Steps Housing is committed to creating a positive environment and continuously improving its practices. Feedback, concerns, and grievances will be used to review and update policies, procedures, and practices to better serve both staff and residents.

Acknowledgement
By participating in the program, staff and residents acknowledge they have read and understood the Grievance Policy and agree to follow the outlined process in case of any issues or concerns.