As a client of AGAPE, whether you are a foster child, birth parent, foster parent, adoptive parent, domestic violence shelter program participant, or the subject of a custodial home evaluation; you have a right to express your concerns or complaints if you feel that you have a problem with the service, a staff member, or about any aspect of the agency’s contract’s service. If you have a grievance or complaint, please proceed with the following steps:
- Discuss the problem directly with your caseworker or staff member with whom you have an issue. Sincere effort should be made to attempt to work out an agreement. The caseworker/staff member must respond to the complaint within 3 working days. If the problem is not satisfactorily resolved, you may then decide to:
- Request the assistance of the caseworker/staff member’s supervisor to mediate the conflict. The supervisor must respond to the complaint and request for assistance within 5 working days.
- If the caseworker/staff member and the supervisor cannot make satisfactory corrections or adjustments or resolve the conflict, you may decide to appeal the decision to the agency Executive Director in writing that includes a summary of the grievance and the decision, a statement regarding your grievance/concern with the decision and what you want to see happen. The Executive Director will schedule a meeting with you and any other parties that need to be involved within 7 working days of the receipt of your appeal. The results shall be documented in writing within 2 working days of the meeting and shall contain a recommendation for corrective action (or no action). Copies of the Executive Director’s decision will be final and will be provided to all involved parties.
Any client who believes that any member of the AGAPE staff has engaged in illegal or improper behavior may contact the State Comptroller’s office at 1-800-232-5454 to file a report.
A client who believes that any member of the AGAPE staff may have engaged in a violation of Title VI of the Civil Rights Act of 1964, prohibiting discrimination of service provision on the basis of race, color or national origin, may file a complaint. Complaint forms are available from the Executive Director, Compliance and Quality Assurance Manager, or Program Directors.