05. Complaints/Grievances

POLICY INFORMATION

Subject:

Complaints/Grievance

Policy:

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.

Procedure:

1. All youth enrolled in the Teen REACH programhave the right to quality, considerate, and respectful interactions with the Teen REACH staff and volunteers.
2. 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.
3. Each Teen REACH program shall have a mechanism for handling complaints within that program.
4. The Program Director/coordinator will:
   1. Investigate the concern/complaint through communication with the appropriate staff members.
   2. Communicate to the youth/family member the progress and/or resolution of their concern.
   3. Report all significant complaints to the Director of Youth Opportunities.
5. If the youth or parent/guardian wishes to file a grievance, the Teen REACH staff will contact the Program Director/coordinator.
6. 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.
7. Youth and family/guardian confidentiality and privacy will be respected.
8. Presentation of a complaint will not alter the youth's current or future access to the program.
9. Documentation of all pertinent complaints as well as outcomes and date resolved will be maintained in the Program Director/coordinators files.
10. Grievance Process:
    1. 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.
    2. 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,
       3rd Floor,
       Springfield, Illinois 62702,
       (217) 785-0243 or
       IDHS main number Springfield, IL 6276 1-800-804-3833.
    3. 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.
    4. 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.