{"id":12500,"date":"2016-12-31T15:32:12","date_gmt":"2016-12-31T15:32:12","guid":{"rendered":"http:\/\/midaynta.com\/?page_id=12500"},"modified":"2020-12-28T18:26:00","modified_gmt":"2020-12-28T18:26:00","slug":"client-policy","status":"publish","type":"page","link":"https:\/\/midaynta.com\/client-policy","title":{"rendered":"Client Policy"},"content":{"rendered":"
Midaynta Community Services is committed to providing an efficient and effective complaints handling service to their clients and to the community. We are committed to ensuring that any complaints we receive are handled in a way that is responsive, fair and courteous, and that respects the privacy of the person making the complaint. Midaynta also commits to provide reasons for any decisions we make in relation to complaints we receive.
\nMidaynta Community Services is committed to handling complaints in a way that respects people\u2019s privacy and the confidentiality of the matter. The only people who will have access to information about your complaint are those who are working on resolving it.<\/p>\n
If you have any concerns about the confidentiality of your complaint, inform the staff member who is handling your complaint.<\/p>\n
Phone or In-Person Complaint:<\/strong><\/p>\n Complaints by Email\/Letter:<\/strong><\/p>\n Complaints Regarding the Executive Director:<\/strong><\/p>\n Reporting to Board of Directors:<\/strong><\/p>\n The Executive Director shall report serious complaints that may put the organization at risk immediately to the Chair of the Board of Directors, who will bring the complaint to the Board of Directors. A summary report of complains and outcomes is provided to the Board of Directors annually.<\/p>\n Guiding Principles:<\/strong> Types of Complaints:<\/strong> Examples include but are not limited to:<\/p>\n Anyone personally affected can complain and their complaint will be reviewed in accordance with this policy.<\/p>\n Complaint Receipt and Handling:<\/strong><\/p>\n A complaint may be received verbally (by phone or in person) or in writing (by mail, email). An employee or volunteer who receives a complaint should first determine the proper person to handle it. This will generally be the person who has the primary relationship with the complainant or has the specific knowledge that is needed to resolve the problem. It is the responsibility of the person who receives the complaint to either resolve it or transfer it to another person who can resolve it. If the complaint is transferred, the recipient must acknowledge to the transferor that they have received it and will act on it. Documenting the Complaint:<\/strong> A summary of the complaints received including number and type will be reported annually to the Midaynta Community Services Board of Directors.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","meta":{"footnotes":""},"_links":{"self":[{"href":"https:\/\/midaynta.com\/wp-json\/wp\/v2\/pages\/12500"}],"collection":[{"href":"https:\/\/midaynta.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/midaynta.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/midaynta.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/midaynta.com\/wp-json\/wp\/v2\/comments?post=12500"}],"version-history":[{"count":0,"href":"https:\/\/midaynta.com\/wp-json\/wp\/v2\/pages\/12500\/revisions"}],"wp:attachment":[{"href":"https:\/\/midaynta.com\/wp-json\/wp\/v2\/media?parent=12500"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n
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\nIt is in the interest of all parties that complaints are dealt with promptly and resolved as quickly as possible. Review of complaints is fair, impartial and respectful to all parties. Complainants are advised of their options to escalate their complaint to a more senior staff member if they are dissatisfied with the outcome. Complainants are provided clear and understandable reasons for decisions relating to complaints. Updates are provided to complainants during review processes. Complaints are used to assist in improving services, policies and procedures.<\/p>\n
\nDefinition: A complaint is an expression of dissatisfaction about the service, actions, or lack of action by Midaynta Community Services as an organization or a staff member or volunteer acting on behalf of Midaynta Community Services.<\/p>\n\n
\nThe person who initially receives the complaint should acknowledge to the complainant that the complaint has been received and will be acted on by a Midaynta Community Services staff member. If a timeframe for action can be determined, that should be included in the acknowledgement. Basic contact information including name, phone number and email address should immediately be recorded.<\/p>\n
\nIt is necessary to keep a record of any complaint made to Midaynta Community Services. All information about such complaints must be recorded and submitted to the Program Manager. Information recorded will include a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution.<\/p>\n