Purpose:
To ensure the resolution of a grievance by persons served or their families.

To ensure that services at the Centre are family and child-focused, the Centre has a complaint and grievance procedure available to families who are dissatisfied with a service provided by the Centre, disagree with a decision made by Centre staff, or believe they have not been treated fairly or respectfully.

POLICY:

Children and their families are the focus of all programming and services provided by the Centre for Autism Services Alberta. If a parent or guardian of a child in the program has a complaint or is in disagreement about service provided by the Centre, he or she has the right to make a complaint or grieve a decision.

The grievance process at the Centre focuses on resolving issues at the level they arise, beginning with the clinical team. When a clinical team receives a grievance, their role is to ensure that the views of the person(s) making the grievance is/are fully heard and wherever possible an acceptable resolution is found for the person(s) and the Centre. When grievances are not resolved at this level, the Centre provides guidance for further review.

The Centre will review complaints on an annual basis to determine trends, areas in need of improvement, and actions that need to be taken at the agency level.

PROCEDURES:

The focus of the program will always be the child and the family. With that focus in mind, it seems clear that people of goodwill can be expected to resolve issues thoughtfully and amicably. On the rare occasions when no such resolution is possible, parents and guardians may access the following appeal process:

1. Parents/guardians begin the grievance process by contacting their Program Coordinator. Grievances may be made in person, in writing, or over the phone. The Program Coordinator informs the supervising Consultant that a grievance has been made.

2. If resolution is not possible at the level of the clinical team, parents/guardians may approach the supervising Consultant. The Consultant reviews the grievance and makes every effort to support the process of moving towards resolution.
If resolution is not possible at the level of the Consultant, the Consultant will remind parents/guardians of the Complaint Resolution and Grievance policy by re-issuing them a copy of this document and reviewing the process with them.

3. In the event that further mediation is required, parents/guardians may appeal to the Executive Director.

4. If no resolution has been possible by this stage, and with the agreement of both parties, an independent third party may be selected (e.g. a trained facilitator/ mediator). The person selected will:
i. Meet separately with both parties.
ii. Seek to mediate between the parties
iii. Report to the Centre for Autism Services Alberta within ten (10) business days.
iv. Centre must communicate the decision to the family in writing within 72 hours after the facilitator/mediator submits his/her report.
v. Any costs incurred in this stage of the process will be shared equally by the Centre and the parents/guardians.

5. If a resolution has not been reached at this stage, parents/guardians may appeal in writing to the Centre for Autism Services Alberta’s Board.
The Board must communicate the decision to the family in writing within five (5) business days of receiving the written appeal.