Our Client Grievance Policy

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The purpose of this Client Grievance Policy is to assure those clients and former clients who are still engaged with the agency as survivor leaders (“Clients”) who experience problems in the course of their interaction with Sanctuary for Families can seek a resolution for such problems in an equitable manner without retribution.

Policy

Clients shall have the opportunity to express themselves regarding problems or concerns they may be experiencing. Clients may also wish to report unethical behavior, harassment, or discrimination. This policy is intended to provide multiple reporting methods, without fear of retaliation or discrimination. This policy also provides an escalation and appeal process.

If You Have a Complaint

Sometimes a problem or a concern may arise in the course of your experience with Sanctuary for Families. This may include unethical behavior, harassment, or discrimination. To resolve your issue most quickly, we encourage you to first share your concerns with a Sanctuary for Families staff member most directly involved, or a supervisor in the program. If you are not comfortable doing so or not satisfied with the response, you can talk to the Director of your Program. You may also direct your complaint to the Sanctuary for Families Ethics Mailbox at ClientGrievance@sffny.org. Details about how to make a complaint are provided below.

You have a right to make a complaint using one of the methods outlined above. Sanctuary for Families expects that staff members do not discriminate or retaliate in any way against you because you have expressed a complaint.

What We Will Do

We take all complaints seriously and we look into any complaint that we receive. We cannot, however, report our findings back to you if you choose not to tell us your name and provide your contact particulars.

Make a Verbal Complaint

Make a Verbal Complaint

How to Make a Verbal Complaint

Talk with a staff member most directly involved, or a supervisor in the program.
If you are not comfortable doing so or not satisfied with the response, you can talk to the Director of your Program.

Our Response

Our staff will listen to your concerns and how you would like them to be addressed.
In order to find the best way to help, our staff may speak to their supervisor and/or the Director of your Program.
Our staff will talk with you again regarding resolving your concern.

Submit a Written Complaint

Submit a Written Complaint

How to Find a Form

You can find a blank complaint form in your welcome package if you are a current client; or,
You can access our digital complaint form here.
You can ask any staff member.

What to Do

Fill out the form and sign it. If you would like help completing the form, let any staff member know.
You may give the form to any staff member, who will deliver it to the Director of your Program.
Alternatively, you can email the form to the Director of your Program or send it to the Sanctuary for Families Ethics Mailbox at ClientGrievance@sffny.org

Our Response

The Director of your Program (or the administrative staff monitoring the Ethics Mailbox) will look into the matter, talk to the staff member(s) involved and respond to you within ten business days of receipt.
The Director of your Program (or the administrative staff monitoring the Ethics Mailbox) will also provide you with a written response to your grievance.

IMPORTANT: We cannot respond to you if you choose not to tell us your name and provide your contact details.

Make a Verbal Complaint
Submit a Written Complaint

Make a Verbal Complaint

How to Make a Verbal Complaint

Talk with a staff member most directly involved, or a supervisor in the program.
If you are not comfortable doing so or not satisfied with the response, you can talk to the Director of your Program.

Our Response

Our staff will listen to your concerns and how you would like them to be addressed.
In order to find the best way to help, our staff may speak to their supervisor and/or the Director of your Program.
Our staff will talk with you again regarding resolving your concern.

Submit a Written Complaint

How to Find a Form

You can find a blank complaint form in your welcome package if you are a current client; or,
You can access our digital complaint form here.
You can ask any staff member.

What to Do

Fill out the form and sign it. If you would like help completing the form, let any staff member know.
You may give the form to any staff member, who will deliver it to the Director of your Program.
Alternatively, you can email the form to the Director of your Program or send it to the Sanctuary for Families Ethics Mailbox at ClientGrievance@sffny.org

Our Response

The Director of your Program (or the administrative staff monitoring the Ethics Mailbox) will look into the matter, talk to the staff member(s) involved and respond to you within ten business days of receipt.
The Director of your Program (or the administrative staff monitoring the Ethics Mailbox) will also provide you with a written response to your grievance.

IMPORTANT: We cannot respond to you if you choose not to tell us your name and provide your contact details.

How to Appeal

If you are not satisfied with the response to your complaint verbal complaint, or your written complaint made to a staff member, please send an email to the Ethics mailbox at ClientGrievance@sffny.org. The Ethics mailbox will be monitored by agency management. You will receive a response no later than 15 business days.

EMAIL: ClientGrievance@sffny.org

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