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Client Grievance Policy and Procedures

It is the policy of Catholic Charities of Northeast Kansas that services will be provided to all individuals who are eligible without discrimination on the basis of race, creed, color, age, gender, sexual orientation, religion, ancestry, nation origin, physical or mental handicap (including substance abuse), or immigration status.

As a brother and sister in need of Catholic Charities, you have the right to file a grievance if you feel you have been treated unfairly in any way. You will suffer no repercussions in service delivery as a result of filing a grievance and retaliation against you is not allowed. All grievances will be addressed in a confidential manner.

If you have a grievance or recommendation, you should first discuss it with the Case Manager or Program Specialist you are working with and allow that person to resolve the issue. If this is not successful or if you feel this is not an option, you should proceed with the following steps:

  1. A written statement should be prepared using the Grievance Reporting Form (including the date and time of the grievance). You may ask for assistance from any staff member.
  2. The grievance form should be submitted to the Program/Office Manager, who will meet with you within ten days. This may be in person or via a phone call.
  3. If you feel that the issue has not been addressed to your satisfaction, the manager will submit the grievance to the program Director/Senior Director, and they will either meet with the individual in person or respond in writing regarding their response.
  4. If a resolution not satisfactorily resolved within 10 working days, your grievance will be referred to the Chief Programs Officer, who will schedule an appointment to meet with you.
  5. If the problem is not resolved at this level within 10 working days, it may be requested that the CEO review the matter at his/her discretion. The determination of the President/CEO is final.

Grievance Form

This form is used to file a grievance about an individual or process at Catholic Charities of Northeast Kansas.