1. Policy Statement
Family Promise of Puget Sound (FPOPS) is committed to providing a fair, respectful, and accessible process for addressing grievances. This policy outlines the procedures for individuals to raise concerns regarding shelters, FPOPS staff, or the CEO, ensuring that all grievances are handled promptly, confidentially (to the extent possible), and with due diligence. We believe that an effective grievance process is essential for maintaining trust, promoting accountability, and continuously improving our services and partnerships.
2. Scope
This policy applies to all individuals directly involved in or impacted by incidents related to:
* Shelters affiliated with FPOPS.
* Employees of FPOPS.
* The CEO of FPOPS.
This policy applies to grievances brought by individuals who are directly involved in the incident.
3. Guiding Principles
* Fairness and Respect: All grievances will be treated with impartiality and respect for all parties involved.
* Accessibility: The grievance process will be clear and assistance will be provided to individuals needing help to complete forms.
* Timeliness: Grievances will be addressed and responded to in a prompt manner.
* Confidentiality: Information related to grievances will be kept confidential to the extent possible, consistent with the need for a thorough investigation and resolution.
* Accountability: Appropriate action will be taken based on the findings of an investigation.
* Good Faith: Grievances must be brought in good faith, based on a reasonable belief that an incident occurred.
4. Definitions
* Grievance: A formal complaint or concern raised by an individual regarding an incident involving a shelter, an FPOPS employee, or the FPOPS CEO.
* Complainant: The individual directly involved in the incident who is submitting the grievance.
* Shelter: A temporary housing facility or program that provides immediate shelter and support services to families.
* CEO: The Chief Executive Officer of Family Promise of Puget Sound.
* Board of Directors: The governing body of Family Promise of Puget Sound.
* Family Promise National Regional Director: A representative of the national Family Promise organization responsible for supporting regional affiliates.
5. General Grievance Reporting Guidelines
* Grievance Form: All grievances must be submitted by completing a formal grievance form.
* Assistance with Form: FPOPS staff are responsible for assisting any individual who needs help filling out the grievance form. Please contact an FPOPS staff member if you require assistance.
* Complainant Requirement: Grievances must be brought by the individual directly involved in the alleged incident.
* Formal Inquiries: Formal inquiries and investigations will only be made based on a properly completed written grievance form.
* Case File Notes: By submitting a grievance form, you are allowing Family Promise staff to release all relevant case file notes to the person or persons reviewing the grievance, as necessary for investigation.
6. Grievance Procedures
6.1. Grievance Regarding a Shelter or FPOPS Employee
If an individual wishes to bring a grievance regarding a shelter or an FPOPS employee:
* Submission: The grievance form should be submitted directly to the FPOPS CEO.
* Timeliness: Grievances should be brought to the attention of the CEO within 48 hours of the date or as soon as possible, of the alleged incident.
* Response: A written response to the grievance will be made within four business days of receipt.
* Investigation: As part of any necessary investigation, the complainant may be asked to speak with the CEO.
* Outcome Communication: The CEO will be responsible for communicating the general outcomes of the grievance to the complainant, complying with confidentiality rules and law.
6.2. Grievance Regarding the CEO
If an individual wishes to bring a grievance regarding the FPOPS CEO:
* Submission: The grievance form should be completed and mailed to the President of the FPOPS Board of Directors. Accusation of an illegal or immoral act by the CEO is the only circumstance in which a grievance should be submitted directly to the Board of Directors.
* Assistance: An individual may request help from an FPOPS staff member not involved in the incident, a volunteer, or a Steering Committee member. These individuals are responsible for helping with the form and providing an envelope and postage stamp.
* Board Review: The Board of Directors will review the grievance. Unless the allegation or concern involves illegal or immoral actions that would affect the organization as a whole, the Board will typically direct the CEO to address the concern first.
* Investigation: As part of any necessary investigation, the complainant may be asked to speak with a member of the Board of Directors.
* Grievance Committee: A Grievance Committee will be formed from the Steering Committee, and this committee will be responsible for communicating the general outcomes of the grievance to the complainant.
6.3. Escalation to Family Promise National (after CEO review)
If an individual has submitted a grievance regarding a shelter and/or an FPOPS employee to the FPOPS CEO (as per Section 6.1), and is dissatisfied with the CEO’s response, or if the grievance directly involves the CEO and has been addressed by the Board, they may then escalate the grievance to Family Promise National.
* Submission: The grievance form, along with documentation of prior communication with the FPOPS CEO (and/or Board, if applicable), should be completed and emailed to the corresponding Regional Director of Family Promise National.
* Assistance: An individual may request help from an FPOPS staff member not involved in the incident, a volunteer, or a Steering Committee member. These individuals are responsible for helping with the form and providing an envelope and postage stamp.
* Investigation: As part of any necessary inquiry, the complainant may be asked to speak with a member of Family Promise National.
* Role of Family Promise National: Family Promise National’s involvement will be strictly to provide feedback and guidance only. Family Promise National will not be involved in any punitive consequences or disciplinary actions.
7. Disciplinary Actions
* Disciplinary actions concerning FPOPS employees are the sole responsibility of Family Promise of Puget Sound.
* Any disciplinary actions taken are confidential and will not be discussed with other employees or with individuals not directly involved in the disciplinary process.
* Incidents involving individuals (individuals) will be discussed only with the individual involved and will not be discussed with any other individual.
8. Acting in Good Faith
Anyone filing a grievance must act in good faith and have reasonable grounds for believing the information disclosed indicates a valid concern. Any allegations that prove not to be substantiated and are found to have been made maliciously or knowingly to be false will be viewed as a serious breach of trust and may result in appropriate action.
9. Confidentiality
All grievance reports and related information will be kept confidential to the extent possible, consistent with the need to conduct an appropriate and thorough investigation. While FPOPS will make every effort to protect the identity of the complainant, absolute anonymity cannot be guaranteed if the information provided or the nature of the investigation makes it impossible.
10. Handling of Reported Grievances
All grievance reports will be promptly investigated. The investigation will be conducted in a fair, objective, and impartial manner. Appropriate corrective action will be taken if warranted by the investigation’s findings.
11. Policy Review and Revision
This policy will be reviewed annually by the CEO and Board of Directors, or more frequently as needed, to ensure its continued relevance, effectiveness, and alignment with best practices and legal requirements. Any revisions will be communicated to all relevant personnel.