Service Recipient Grievance Form
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Procedure:
Every service recipient is entitled to file a grievance if they have a complaint about the services they receive from Organization of Hope. We would encourage you to attempt to workout the problem directly with the other person as a first step in the process. If you cannot do that or are unsatisfied with that outcome then you may begin the grievance procedure. Also done on online via OOH identified knowledge management site.

Service Recipient Grievance Forms are available at all program locations. Part I of the form needs to be filled out by you and given to the Program Manager.

There are three possible levels of review available for each grievance:
Level 1.
The first person to review the grievance is usually the Care Navigator. This person has three working days to meet with you to discuss the situation. At the conclusion of your meeting the Care Navigator or whomever the Executive Director has identified will fill out their section of the form and tell you what they think should happen. You will be asked to sign that section of the form
and say whether you agree or disagree.

o If you agree the process ends and the resolution is implemented.
o If you disagree you move to the next level of grievance.
Level 2.
This person is usually the Program Director. This person will normally meet with you within three working days to discuss the situation. At the conclusion of your meeting the Program Director will fill out their section of the form and tell you what they think should happen. You will be asked to sign that section of the form and say whether you agree or disagree.

o If you agree the process ends and the resolution is implemented.
o If you disagree you move to the next level of grievance.
Level 3.
This person is the Executive Director(ED). This person will normally meet with you within three working days to discuss the situation. At the conclusion of your meeting the ED will fill out their section of the form and tell you what they think should happen. This is the final step in the process and the decision of the ED is final. You will be asked to sign that section of the form and say whether you agree or disagree.
Date *
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Acknowledgment of Receipt: *
I have been informed of the OOH Service Recipient Grievance Procedure and Practices. I understand that it is my right as a OOH service recipient, to file a grievance according to these procedures if I have a complaint about the services I receive from OOH that cannot be resolved through other means.
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