Grievance Procedure
Children’s Aid Society (CAS) 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.
DISCLAIMER: 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.
- If a client has a difference with their assigned CAS staff member, or if they think they have had poor service, they should first try to work out the problem directly with the staff person, then with their supervisor.
- If the grievance cannot be worked out, the client may submit a formal written statement about the problem to the Deputy Director (or another designated person if the problem involves the Deputy Director). This statement should describe the specific complaint and request a conference with the Deputy Director/designee. Clients shall be allowed to file a formal grievance without interference or retaliation of any kind. Deputy Director Contact Info: 205-943-5330 scrow@childrensaid.org 2141 14th Avenue South Birmingham, AL 35205
- The Deputy Director shall meet with the client within three working days after the complaint is received. They 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, they may request a conference with the Deputy Director. The Deputy Director/designee shall submit all written materials, as well as any additional written material the client has submitted, to the Deputy Director. The Deputy Director shall meet with the client within three working days after receiving the complaint. They shall give a decision in writing within five working days after the conference.
- If the client does not agree with the Deputy Director’s decision, they 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 Deputy Director’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 Deputy Director’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 their complaint. The Program and Policy Committee shall give them a decision in writing within five working days.
- If the client is still not satisfied with the resolution of their grievance, they may file a complaint with the State of Alabama Department of Human Resources.
DISCLAIMER: 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.
