Community/Client Complaint Procedure

Step 1: Discuss the issue with the person which you have an issue or concern within 30 days of the incident. If the individual with whom you have an issue/concern with is unable to resolve the matter to your satisfaction, proceed to step two.

Step 2: Request a Parent/Community Complaint Form from a supervisor, manager, or Human Resources Director. Within seven days, complete and submit the Complaint Form to the individual’s supervisor. The supervisor will schedule a meeting to discuss the matter and submit in writing a resolution of the issue/concern of the complaint. If no satisfactory resolution has been reached, proceed to step three.

Step 3: Request a meeting with the Program Manager within 5 days of your meeting with the supervisor. The Program Manager shall issue a written response to you within five days after the meeting. If no satisfactory resolution has been reached, proceed to step four.

Step 4: Request a meeting with Community Action Partnership of Madera County’s Executive Director within five days of receiving the Program Manager’s decision. The Executive Director shall issue a written response to you within 10 days after the meeting. (All materials, documents shall be forwarded to the Executive Director for review.) If no satisfactory resolution has been reached, proceed to step five.

Step 5: Request a hearing before the Executive Committee of the Board of Directors within five days of receiving the Executive Director’s decision. (All materials and documentation shall be forwarded to the Executive Committee for review.)

Upon conclusion of the hearing (not to exceed five working days) the Executive Committee will respond in writing to you and the concerned parties advising you of their final decision. If no satisfactory resolution has been reached, proceed to step six.

Step 6: Request that the issue be brought to the attention of the full Board of Directors by submitting a written request to the Chairperson of the Board within 3 days of receiving the Executive Committee’s decision. You must state the problem and the desired solution. The Board of Directors will hear the complaint and render a decision within 5 days of the hearing. (All materials and documents shall be forwarded for review.)

The decision of the Community Action Partnership of Madera County’s Board of Directors is final.

 

Click to complete a Complaint Form