Current Status: Issued
Original Issue Date: 03/25/2003
Reviewed: 03//04,03/05,03/06,03/07, 03/09
Next Review Date: 03/25/2010
Document Number: TR CG 02-VO1
A youth or a parent/guardian of a youth enrolled in the Iroquois-Kankakee ROE Teen REACH Program may address their concerns/complaints with the individual Program Director/coordinator of each site without fear of reprisal or limitations to future service/programs. They are assured of a reasonable response to their request. A grievance is a formal written or verbal complaint filed when an issue cannot be resolved promptly by the program staff. When a grievance is filed, it requires a written response from the Teen Reach Program Director or the Director of Youth Opportunities.
- All youth enrolled in the Teen REACH programhave the right to quality, considerate, and respectful interactions with the Teen REACH staff and volunteers.
- All youth and their parents/guardians have the right to bring concerns, problems or complaints to the attention of the Teen REACH program for resolution. Parents/guardians will be made aware of the complaint/grievance policy and procedures at the time of their child's enrollment in the Teen REACH program.
- Each Teen REACH program shall have a mechanism for handling complaints within that program.
- The Program Director/coordinator will:
- Investigate the concern/complaint through communication with the appropriate staff members.
- Communicate to the youth/family member the progress and/or resolution of their concern.
- Report all significant complaints to the Director of Youth Opportunities.
- If the youth or parent/guardian wishes to file a grievance, the Teen REACH staff will contact the Program Director/coordinator.
- All complaints will be investigated and resolved in a timely manner. If the grievance is severe in nature; the Program Director/coordinator will review the grievance with the Director of Youth Opportunities.
- Youth and family/guardian confidentiality and privacy will be respected.
- Presentation of a complaint will not alter the youth's current or future access to the program.
- Documentation of all pertinent complaints as well as outcomes and date resolved will be maintained in the Program Director/coordinators files.
- Grievance Process:
- The youth or family/guardian can file a grievance verbally or in writing with the Teen REACH Program Director/coordinator or the Director of Youth Opportunities (815-936-4633, 189 East Court Street, Suite 403, Kankakee, Illinois 60901.
- Youth or families/guardians have the right to file a grievance with the Illinois Department of Human Services (IDHS), Office of Prevention/ Bureau of Youth Services and Delinquency Prevention. The address and phone number contact for IDHS is
Illinois Department of Human Services,
Bureau of Youth Services and Delinquency Prevention ,
Teen REACH ,
535 West Jefferson,
Springfield, Illinois 62702,
(217) 785-0243 or
IDHS main number Springfield, IL 6276 1-800-804-3833.
- Members of the Youth Opportunities Committee will review the grievance. The youth, family/guardian may be invited to attend the meeting to review the grievance with committee members.
- The resolution/recommendation of this committee will be submitted in writing to the youth's family within 5 working days, and include the name of the Director of Youth Opportunities, the steps taken on behalf of the youth or family/guardian to investigate the grievance, the results of the grievance process and the date of completion. The results of the grievance will be communicated to the youth and /or family /guardian in a language they understand, either orally or in writing.