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Grievance by a Client or Family Member

POLICY: Turning Point shall provide a process for clients and family members to express their concerns effectively and provide a resolution to the issues in an organized and fair manner.

PURPOSE: To be responsive to the needs and concerns of both clients and family members.

To provide an effective and acceptable means to bring problems and complaints to the attention of Management.

PROCEDURE:

A grievance is the feeling or belief of an individual that he/she has not been treated according to established rules and regulations or that the agency has not lived up to expectations. Turning Point recognizes that complaints and grievances, in general, present opportunities for constructive and continued improvement.

The clients and family members of Turning Point may express a grievance in any of the following ways:

  1. Any Turning Point client may report a grievance with their Primary Counselor who shall attempt to help the client resolve it. If the grievance is not resolved, the Primary Counselor shall assist the client in approaching the Program Director/Coordinator. The Program Director/Coordinator shall respond within 3 days.
  2. A residential treatment client shall be encouraged to use the weekly Client Government Meeting (residential) or House Meeting (Halfway House) to state their concerns or issues.
  3. If the matter is still not resolved, the Primary Counselor or Program Director/Coordinator shall assist the client in discussing the issue with the Director of Clinical Services who has three working days to respond to the grievance.
  4. If the matter is still not resolved, the client shall be assisted by the Primary Counselor, Program Director/Coordinator or Director of Clinical Services, to put the grievance in writing to the Chief Executive Officer. The Chief Executive Officer has 5 working days in which to respond in writing to the grievance.
  5. A Family Member may file a grievance with the Family Counselor or the Director of Clinical Services. If the grievance is not resolved, the family member shall be assisted by the Family Counselor or Program Director/Coordinator to follow the same procedure listed above.
  6. Should a grievance not be resolved using any of these steps, the client or family member may contact:

NJ Division of Mental Health & Addiction Services

1-877-712-1868 (Toll Free)

  1. Any grievance, whether filed by a client or a family member, shall not result in retaliation of any kind.
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