If a client has a difference with his/her assigned CAS staff member, or if he/she thinks he/she has had poor service, he/she should first try to work out the problem directly with the staff person, then with his/her supervisor.
If the grievance cannot be worked out, the client may submit a formal written statement about the problem to the Director of Program Operations (or another designated person if the problem involves the Director of Program Operations). This statement should describe the specific complaint and request a conference with the Director of Program Operations/designee. Clients shall be allowed to file a formal grievance without interference or retaliation of any kind.
Contact with the Director of Program Operations can be made at email@example.com or mailed to 2141 14th Avenue South
Birmingham, AL 35205.
The Director of Program Operations/designee shall meet with the client within three working days after the complaint is received. She/he shall give the client a written decision and an explanation of any further appeal, rights, or recourse, within five working days after the conference.
If the client does not agree with the decision, he/she may request a conference with the Executive Director. The Director of Program Operations/designee shall submit all written materials, as well as any additional written material the client has submitted, to the Executive Director. The Executive Director shall meet with the client within three working days after receiving the complaint. She/he shall give a decision in writing within five working days after the conference.
If the client does not agree with the Executive Director’s decision, he/she may request a hearing before the Program and Policy Committee of the Board of Directors. That request must be in writing and must be made within three days after notification of the Executive Director’s decision. The Program and Policy Committee shall review the request within five working days and either:
o notify the client in writing that the committee agrees with the Executive Director’s decision or
o set up a hearing with the client.
If the Program and Policy Committee agrees to set up a hearing, they shall hold it within ten working days after receiving the request. The client shall have a full opportunity to present his/her complaint. The Program and Policy Committee shall give him/her a decision in writing within five working days.
DISCLAIMER: Children's Aid Society (CAS) will try to keep to the time schedule outlined above whenever possible under reasonable circumstances. If there will be a delay, CAS will let all persons know.