Grievance Policy

For Jehovah Saints Homeless Shelters

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Purpose

Jehovah Saints Homeless Shelters are committed to creating a safe, respectful, and supportive environment for all guests, staff, and volunteers. This Grievance Policy provides a structured process for addressing concerns, complaints, or disputes in a fair, transparent, and timely manner.

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Scope

This policy applies to all individuals involved with Jehovah Saints Homeless Shelters, including guests, staff, volunteers, and visitors.

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Policy Statement

Jehovah Saints Homeless Shelters encourage open communication and strive to resolve grievances promptly and equitably. All grievances will be taken seriously, investigated thoroughly, and handled with confidentiality and respect.

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Definition of a Grievance

A grievance is any concern, complaint, or issue raised by an individual regarding:

1. Violations of shelter policies or rules.

2. Harassment, discrimination, or mistreatment.

3. Unsafe or unsanitary conditions.

4. Disputes with staff, volunteers, or other guests.

5. Any other matter that negatively impacts the individual’s experience at the shelter.

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Grievance Procedure

Step 1: Informal Resolution

1. Individuals are encouraged to address concerns directly with the person(s) involved, if they feel safe and comfortable doing so.

2. If the issue cannot be resolved informally, or if the individual is uncomfortable addressing it directly, they may proceed to Step 2.

Step 2: Filing a Formal Grievance

1. Submission:

   • Submit a formal grievance in writing using the shelter’s Grievance Form (available at the front desk or from staff).

   • Include details such as the nature of the grievance, date and time of the incident, individuals involved, and any supporting evidence.

2. Submission Options:

   • Hand the completed form to a staff member or place it in the designated grievance box.

   • Alternatively, grievances can be submitted via email or other approved methods.

Step 3: Review and Investigation

1. Acknowledgment:

   • The grievance will be acknowledged within 48 hours of submission.

2. Investigation:

   • Shelter management or a designated grievance officer will investigate the matter thoroughly.

   • This may include interviews with the complainant, witnesses, and the person(s) involved, as well as a review of relevant documentation.

3. Confidentiality:

   • All grievances will be handled with confidentiality, and information will only be shared on a need-to-know basis.

Step 4: Resolution and Response

1. Decision:

   • A written decision will be provided to the complainant within 7 business days of the grievance being submitted, unless additional time is required for a thorough investigation.

   • The decision will include findings, actions to be taken (if any), and steps to prevent similar issues in the future.

2. Appeal:

   • If the complainant is not satisfied with the resolution, they may submit an appeal in writing to the shelter director within 5 business days of receiving the decision.

   • The appeal will be reviewed, and a final decision will be provided within 10 business days.

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Prohibition of Retaliation

Jehovah Saints Homeless Shelters strictly prohibit retaliation against any individual who files a grievance in good faith. Retaliation may result in disciplinary action, up to and including termination of shelter privileges for guests or employment for staff.

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False or Malicious Complaints

Filing false or malicious grievances is a serious offense and may result in consequences, including suspension of shelter privileges or other disciplinary actions.

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Record-Keeping

All grievances, investigations, and resolutions will be documented and securely stored for a minimum of 12 months, ensuring compliance with confidentiality policies.

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Policy Review

This Grievance Policy will be reviewed annually to ensure it remains effective, fair, and aligned with best practices and legal requirements.

Jehovah Saints Homeless Shelters are committed to addressing grievances in a fair and respectful manner, fostering a safe and supportive environment for everyone.