CLIENT AND CONSTITUENT RIGHTS STATEMENT
If any client, donor, volunteer, vendor, or other member of the public feels he or she has been treated unfairly by the agency and the matter cannot be resolved informally through the immediate caseworker or other MLM employee, the following procedures for managing grievances shall apply. From this point forward donors, volunteers, vendors, and other members of the public will be referred to in this document as constituents.
STEP 1: The client shall provide a written statement describing the situation to the immediate supervisor of the case manager. The constituent shall provide a written statement describing the situation to the Executive Director. The written statement shall be provided as soon as possible but no later than thirty (30) days after the situation in question. Should the client or constituent need assistance with reading and/or writing a statement, another case manager or MLM staff member, not named in the grievance, will assist the client or constituent.
STEP 2: The supervisor shall meet with the client no later than five (5) business days following the receipt of the statement and attempt to provide a solution or explanation in writing within three (3) business days after meeting with the client, unless additional time is required under the circumstance. The Executive Director shall follow up with the constituent no later than five (5) business days following the receipt of the statement and attempt to provide a solution or explanation in writing within three (3) business days after meeting with the constituent, unless additional time is required under the circumstance.
STEP 3: If the grievance is not resolved to the client's satisfaction at this level, the client shall forward, within five(5) business days, a copy of the original statement, together with an explanation of previous attempts to resolve the issues, including the supervisor's written solution or explanation, to the Executive Director. Should the client need assistance with reading and/or writing a statement, another case manager or MLM staff member will assist the client. If the grievance is not resolved to the constituent's satisfaction at this level, further steps will be taken involve the Board of Directors or outside parties to assist in resolving the issue.
STEP 4: The Executive Director shall interview the client, the case manager, and the supervisor within five (5) business days of receiving the written statement.
STEP 5: The Executive Director shall respond within three (3) business days after meeting with the client, case manager, and supervisor, with a solution or explanation in writing, unless additional time is require under the circumstances. The determination of the Executive Director is final.