Jackson Center for Independent Living Service Policies
Service Policy: Consumer Grievance Procedure and CAP Information
Any consumer with a complaint concerning services provided by the Jackson Center for Independent Living (JCIL) or believes that they were discriminated against based on a category – i.e., race, sex, age, disability – recognized by federal, state and/or local civil rights laws has the right to file a grievance according to the procedures outlined in this policy.
No consumer will be discriminated against, harassed, intimidated, or suffer any reprisal as a result of filing a grievance or participating in the investigation of a grievance. If a consumer feels that he or she is being subjected to any of the above, that consumer has the right to appeal directly to the Executive Director, Chair of the Human Resources Committee, or Chair of the Board of Directors of JCIL. The Executive Director will maintain an open door policy and allow consumers to register complaints without fear of retribution.
Steps of Grievance Procedure:
If a solution cannot be reached, the consumer may file their complaint within five (5) working days with the President of the Board of Directors. The Board will review the investigation and actions taken, and if necessary, arrange for further investigation. The Board will make a written decision within ten (10) working days of receipt of the complaint.
Disability Law & Advocacy
2670 Union Avenue Extended
Suite 900
Memphis, TN 38112
1-800-342-1660
TTY 1-888-852-2852
[email protected]
Any consumer with a complaint concerning services provided by the Jackson Center for Independent Living (JCIL) or believes that they were discriminated against based on a category – i.e., race, sex, age, disability – recognized by federal, state and/or local civil rights laws has the right to file a grievance according to the procedures outlined in this policy.
No consumer will be discriminated against, harassed, intimidated, or suffer any reprisal as a result of filing a grievance or participating in the investigation of a grievance. If a consumer feels that he or she is being subjected to any of the above, that consumer has the right to appeal directly to the Executive Director, Chair of the Human Resources Committee, or Chair of the Board of Directors of JCIL. The Executive Director will maintain an open door policy and allow consumers to register complaints without fear of retribution.
Steps of Grievance Procedure:
- Oral discussion:
- Consumers should first discuss the grievance with the Staff involved as soon as possible.
- The Staff member will review the situation and give a response within one (1) working day.
- Written Complaint Procedure
- A consumer who feels that their complaint was not dealt with fairly during the oral discussion may submit a written complaint within five (5) working days to the Staff member and a copy to the Executive Director.
- The Staff Member will review the complaint and provide a written response to the consumer within five (5) working days. If an extension of the time limit becomes necessary, all involved parties will be notified.
- If the consumer is not satisfied with the outcome and actions taken during the written complaint within five (5) days, they may:
- Submit a written complaint to the Executive Director requesting a review.
- Make an appointment to discuss the situation with the Executive Director.
- The Executive Director will:
- Listen to the consumer’s grievance.
- Review the complaint and actions taken previously.
- If necessary, arrange for further investigation
- Make a written decision within ten (10) working days of receipt of the written complaint.
- Appeal
If a solution cannot be reached, the consumer may file their complaint within five (5) working days with the President of the Board of Directors. The Board will review the investigation and actions taken, and if necessary, arrange for further investigation. The Board will make a written decision within ten (10) working days of receipt of the complaint.
- Other Requirements
- The grievance must be presented at the written step of the procedure with in five (5) working days from the date of the oral discussion of the grievance or the consumer’s right to file a grievance will be waived unless something beyond your control prevents you from contacting the staff person within five (5) working day time span.
- Time limits given in the grievance procedure are intended to ensure prompt and thorough investigation and action on the grievance and are not intended to be a defense against the grievance. Any of the time limits specified may be extended by mutual agreement of the parties involved.
- The presentation of a grievance must follow the designated sequence in an orderly fashion, from one authority to the next higher authority.
- Consumers may request that another individual be present with them at any step in the grievance procedure.
- Disability Law and Advocacy Center and the Client Assistance Program (CAP) for Tennessee are available for assistance and advocacy services.
Disability Law & Advocacy
2670 Union Avenue Extended
Suite 900
Memphis, TN 38112
1-800-342-1660
TTY 1-888-852-2852
[email protected]