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As much as we appreciate receiving positive feedback, we realize
that there may be points in the process when you are not satisfied. Your
first step is to be open and direct with your social worker. We
understand that this can be difficult. Sometimes clients feel
that they will be penalized for raising concerns or complaints. In
fact, we value your feedback and we pledge to use it constructively.
- When you have a concern you should share it with your social worker. If
you are more comfortable sharing your concern directly with the supervisor
you may certainly do so. Please know, however, that it is our
practice at The Cradle to keep all lines of communication open. Thus,
you should expect that the supervisor will share your concern with
your social worker. Open discussions can often address the
concern and resolve the issue satisfactorily. If, however,
you are not satisfied with the outcome after these discussions, you
may initiate a formal Problem Resolution Process.
- The first step of the formal Problem Resolution Process is to take
the time to describe, in writing, the nature of your concern and
forward it to your social worker. The Agency will initiate
an investigation of your complaint within 2 business days upon receipt
of the complaint. Your social worker will share this with his/her
supervisor. The supervisor and your social worker will meet to discuss
your concerns and determine whether correctable action is indicated. You
may be asked to meet with your social worker and his/her supervisor. If
this step fails to resolve your concern, your letter will be shared
with the Executive Director of Adoption Services/Vice President,
Professional Services (“Executive Director”).
- The Executive Director will work with you, your social worker and
the supervisor to resolve your concerns. If this step fails
to resolve the matter satisfactorily for you, you may request to
involve the President of The Cradle.
- The President, Executive Director, social worker, and supervisor
will review your concerns, the discussions that took place during
the prior steps to this process, and options for reaching a final
decision. This decision will be binding and cannot be appealed. You
will be notified of the final decision and you are entitled to a
written explanation, which will also be included in your file.
- We will endeavor to expedite this process, but the actual amount
of time it takes depends on a variety of factors including the availability
of all the staff members involved. Iin no event will it be longer
than 10 business days unless extenuating circumstances exist which
require additional time for resolution. Should this occur,
you will be notified at least by day ten of the need to continue
the investigation.
- As required by law, the Agency will report the outcome of its complaint
investigation in writing to the Department of Children and Family
Services (DCFS) regional licensing office or the DCFS Licensing Representative
within 10 business days after complaints are received unless extenuating
circumstances exist which require additional time for resolution. DCFS
will also receive an update at day ten should additional time be
required. The Executive Director of Adoption Services will
be responsible for reporting on the nature of the complaint and resolution
at the Agency’s next Board of Directors meeting.
- At no time will the Agency retaliate against complainants.
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