1.C.7.b. Grievance policy

Rule

Grievance policy and procedures, including the right to take unresolved grievances to the operator’s oversight organization.

Levels

This rule applies to all levels of support

Guidance

All grievances and concerns should be documented. They can range from resentments to accusations of criminal behavior. Each is an opportunity to provide support and appropriate levels of guidance to all parties involved. The process is meant to be strength-based, not punitive. Note, residents and staff may not be comfortable with conflict, so it is often helpful to frame things in the context of recovery. Most grievances can be resolved before elevating them. For example

• If the grievance is between two residents or with a resident, an individual has the right to file a written grievance with the designated Responsible Person, such as the House Manager.
• If the grievance is with the Responsible Person, such as the House Manager, an individual has a right to file a written grievance with the Administrator.
• If the grievance is with the Administrator or Recovery Residence, a resident has a right to file a written grievance with the NARR State Affiliate.

The “operator’s oversight organization” referenced in the rule refers to the NARR State Affiliate.

Evaluation

• Do they have a grievance policy and procedures, including the right to take unresolved grievances to the operator’s oversight organization?

Evidence

• Policy and procedure

Reference

• Sample grievance policy and procedure