Children's Aid Society strives to treat all clients and stakeholders with respect and care. This is our procedure through which clients, applicants, and other stakeholders can express and resolve grievances, including denial of service.
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 Chief Operating Officer (or another designated person if the problem involves the Chief Operating Officer). This statement should describe the specific complaint and request a conference with the Chief Operating Officer/designee. Clients shall be allowed to file a formal grievance without interference or retaliation of any kind.
Chief Operating Officer Contact Info:
2141 14th Avenue South
Birmingham, AL 35205
The Chief Operating Officer 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 Chief Executive Officer. The Chief Operating Officer/designee shall submit all written materials, as well as any additional written material the client has submitted, to the Chief Executive Officer. The Chief Executive Officer 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 Chief Executive Officer'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 Chief Executive Officer's decision. The Program and Policy Committee shall review the request within five working days and either:
a. Notify the client in writing that the committee agrees with the Chief Executive Officer's decision or
b. 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.
If the client is still not satisfied with the resolution of his/her grievance, he/she may file a complaint with the State of Alabama Department of Human Resources.
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.