Perform Internal Review of Complaints and Grievances

Submitted by admin on Tue, 05/04/2021 - 15:37
Policy: 

On a monthly basis, <<Staff Title>> reviews complaints received for the month. <<Staff Title>> and other F/EA staff members determine if processes can be improved to minimize complaints and improve services to program stakeholders. Processes that can be improved are reviewed with <<Staff Title>> and Chief Financial Officer as applicable and process changes are implemented. 

As applicable, Counselors and consumers are notified of any changes to policies or procedures.
Procedure: 

 

  1. On a monthly basis, <<Staff Title>> reviews complaints and resolutions for the month that just ended
  2. <<Staff Title>> double clicks on Shortcut to Note Viewer icon on desktop
  3. <<Staff Title>> identifies any themes of complaints
  4. Where possible, <<Staff Title>> identifies opportunities to adjust processes to increase participant satisfaction and minimize complaints
  5. <<Staff Title>> reports suggested process improvements to <<Staff Title>> Per <<Staff Title>> approval, <<Staff Title>> works with applicable staff and Chief Financial Officer to implement process changes.
Internal Controls: 

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

  1. All complaints and grievances are coded and recorded in Payroll System
  2. Complaints are recorded by Customer Service staff and independently reviewed by <<Staff Title>>
  3. <<Staff Title>> and Chief Financial Officer work with staff to implement changes to F/EA processes