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Consumer Grievance Form


GRIEVANCE PROCEDURE  
   
Futures Explored is committed to providing a positive environment for everyone and therefore encourages everyone to be respectful of others. Occasionally, a consumer will have a problem that they cannot solve. When this happens, the following process is used to help the consumer resolve the issue:  
   
1.

Within a week of the occurrence, a consumer should go to the staff person they feel most comfortable with who will assist them in documenting and solving the grievance. A link is posted on the Futures Explored website for this purpose:

 
     
  File a Consumer Grievance Form  
     
2.  
If the staff person does not resolve the situation to the satisfaction of the consumer, the consumer should ask to speak to the Program Director or Coordinator. A time for that meeting will be scheduled within 10 program days.  

 
  3. The Program Director or Coordinator will investigate, and provide a solution or explanation within 10 program days.  
     
  4. If the problem is still not resolved, the Program Director or Coordinator may present the problem in writing to the Executive Director, who will attempt to reach a final resolution. The Executive Director has 10 program days to get back to all parties involved with a resolution or decision.  
     
  5. The consumer may decide that they need outside help and will be encouraged and supported to call their case manager or other advocates to get support through the process. This may include a request from the consumer to call an Inter-Disciplinary Team meeting. If requested, a meeting will be held within 20 program days to resolve the issue.  
     
   

This procedure, which we believe is important for both consumers and Futures Explored, cannot guarantee that every problem will be resolved to a consumer's satisfaction. However, Futures Explored values your observations and a consumer should feel free to raise issues of concern, in good faith, without fear of retaliation.

At no time will any of the actions taken because of the investigation lead to any form of retaliation against the consumer, including but not limited to barriers to services provided.

The Grievance Procedure will be verbally reviewed with each consumer prior to being admitted for services and on an annual basis at the time of the ISP/IHC meetings. At any time, a consumer may review the procedure and be provided with any necessary clarifications.

   
         
    SUGGESTION / COMPLAINT PROCEDURE    
   
Suggestions for improving Futures Explored are always welcome. At some time, a consumer may have a complaint, suggestion or question about his/her job, working conditions, or the treatment s/he is receiving. A consumer’s good-faith complaints, questions, and suggestions are of concern to Futures. For suggestions/comments, Futures Explored has posted a link on our website:    
Consumer Suggestions for Improvement  
The Suggestion Box is anonymous, and all comments are reviewed at the monthly management meetings.