Grievance Policy

Date of Initial Implementation: 2/1/1986
Date of Current Revision: 10/17/2022

PURPOSE:
Progressive Community Services strives toward an inclusive community where all people have value. We are dedicated to providing the highest quality supports and customer experience possible. All people supported will be treated with dignity and respect through positive interactions. It is important that people supported have accessible ways to communicate if they need to file a complaint and/or grievance regarding supports through PCS, and receive timely resolution. Further, it is important that employees have channels to communicate complaints or grievances.

VALUES:

This policy reflects the following PCS Values:

• We Commit to Excellence
  • We are committed to best practice and continuous improvement
  • When something isn’t right, we report it and fix it
  • We educate people and partners about processes, timelines, and next steps
• We Value All People
  • We respect the ideas, opinions, and feelings of others
  • We act in a way that radiates sincere and respectful behavior
  • We are advocates of people exercising their rights and responsibilities
• We Learn and Innovate
  • We seek and facilitate approaches that transform the way people unite, relate, and work

POLICY:
Every person served and their guardian/family member, or PCS employee, has the right to voice and/or file complaints and/or grievances and recommend changes in policies and services without restraint, interference, coercion, discrimination, barriers to supports or retaliation. Complaints and/or grievances can be made to any employee at Progressive Community Services (PCS). The ability to file a complaint and/or grievance will be accessible for everyone supported, and people supported can ask for assistance at any time. Employees are required to follow all complaint and grievance procedures.

The PCS Quality Officer will receive all formal complaints and grievances submitted by person’s served or guardians/family members, and has the responsibility to facilitate resolution, based on PCS policies/procedures. The Quality Officer will analyze complaint and grievance data from across the organization at least annually.

PCS Employees should utilize the guidelines in the PCS Employee Handbook for complaint and grievance procedures. Human Resources will serve as a facilitator for resolution in the event that a formal grievance is issued by any PCS employee.
Complaint and grievance data will be integrated into Performance Improvement and CQL activities and reviewed by the leadership team on an annual basis.