Client Grievance Policy

It is Life Skills’ purpose to provide an effective way for clients to bring problems concerning their well-being to the attention of the Life Skills management. Misunderstandings or conflicts may arise and should be resolved before serious problems develop. Therefore, the following grievance procedure has been established for the benefit and use of Life Skills Clients.

If you need to file a complaint about the services or treatment you receive at Life Skills, you should follow the procedure described below:

1. Contact the staff member/facilitator as soon as possible to discuss the complaint or grievance. If you do not wish to speak directly to the person providing service you should contact the Life Skills Program Manager.

2. At this time, you will need to put your complaint in writing by filling out a “Complaint Form” available at the Life Skills Office. Submit the form to the Life Skills Program Manager. The staff member/facilitator receiving the complaint will immediately be asked to complete an Incident Report.

3. The LS Program Manager and the Clinical Director (if the complaint involves a clinician) will work jointly to resolve the issue. (If the staff member is not a clinician, the LS Program Manager and the Office Manager will work together to resolve the situation). You are entitle to meet with these individuals within five (5) working days of the initial complaint. If this does not resolve the situation, the LS Program Manager, the Clinical Director and/or the Office Manager will contact the Privacy Officer.

4. The Privacy Officer will investigate the complaint and meet with you within two (2) weeks of the first level meeting. The LS Program Manager, the Clinical Director and/or the Office Manager will also attend this meeting. Life Skills Learning Center will make every attempt to achieve a positive resolution with you while maintaining the integrity of the LSLC policies and all parties involved. Once a solution has been reached, you will be provided written findings, conclusions and a plan for corrective action (if indicated).