Grievance Policy and Procedure
Purpose
f.a.c.e.s. is committed to providing high quality, ethical, and professional services. This Grievance Policy establishes a clear, fair, and timely process for clients, employees, and independent contractors to express concerns, complaints, or disputes regarding services, staff, or organizational practices.
Scope
This Policy applies to:
- Clients and families receiving services
- Employees
- Independent contractors (including facilitators, therapists, and supervision specialists)
Definition of Grievance
A grievance is any formal complaint or concern regarding:
- Quality of services provided
- Staff or contractor conduct
- Program policies and procedures
- Ethical concerns or perceived bias
- Communication issues impacting service delivery
This policy does not replace legal rights or court processes but serves as an internal resolution pathway.
Acknowledgment of Services
f.a.c.e.s. acknowledges that the agency provides behavioral health, educational, and family court-related services, which may include court order participation. f.a.c.e.s. further acknowledges that we operate as a neutral third-party provider and do not serve as an advocate for either party in legal proceedings.
Grievance Procedure
Step 1: Informal Resolution (recommended)
Individuals are encouraged to first address concerns directly with the parties involved when appropriate. Many issues can be resolved through open communication.
Step 2: Formal Written Complaint
A formal grievance must be submitted in writing within 10 business days of the incident or concern.
The complaint should include:
- Name of individual submitting the grievance
- Date(s) of incident(s)
- Names of parties involved
- Description of the concern
- Desired outcomes (if applicable)
Grievances should be submitted to the Department Manager and then directed to the CEO/Founder
Individuals understand and agree that:
- Disagreement with clinical impressions, professional recommendations, reports, or program structure does not constitute misconduct or a validgrievance
- Perceived dissatisfaction with outcomes, court recommendations, or coparent behavior is not grounds for provider liability
Step 3: Review Process & Determination
f.a.c.e.s. will review all grievances in good faith and issue a written determination within 10-15 business days, depending on complexity. An internal review will begin, which may include interviews with parties involved, review of documentation, session notes, or recordings, and consultations with supervisors or legal counsel when necessary.
Findings may include:
- Summary of findings
- Determination (substantiated, unsubstantiated, or inconclusive)
- Any corrective actions if applicable.
Step 4: Appeal Process
If the individual is not satisfied with the outcome, they may submit a written appeal within 5 business days of the decision.
- Appeals will be reviewed by a higher-level authority within the organization or an impartial designee
- A final decision will be issued within 10 business days
- This decision is considered final within the agency
Individuals acknowledge that all determinations are made at the sole professional discretion off.a.c.e.s. consistent with agency policy, professional standards, and applicable Florida law.
Confidentiality Limitations
While f.a.c.e.s. will make reasonable efforts to maintain confidentiality, individuals understand that confidentiality is limited in the context of:
- Court involved services
- Coparenting services involving multiple parties
- Mandatory reporting requirements (e.g., suspected abuse, neglect, or threats of harm)
- Legal proceedings or regulatory inquiries
- Absolute confidentiality cannot be guaranteed in these contexts.
Non-Retaliation
f.a.c.e.s. prohibits retaliation against any individual who submits a grievance in good faith. However, the filing of grievance does not prevent:
- Clinical or programmatic decisions
- Reporting obligations
- Enforcement of policies or court orders
Recordkeeping
All grievance documentation will be maintained in accordance with agency retention policies and applicable legal requirements.
