Hockanum Valley Community Council (HVCC) is committed to listen to its client and community member complaints and respond in a fair, timely and respectful manner. All complaints will be given consideration without reprisal or discrimination. Language support for non-English speaking clients will be provided. 

HVCC actively informs clients and community members of their right to register complaints (verbal or written) and seek resolution. HVCC will provide assistance to clients or community members who speak languages other than those covered by these documents or have disabilities limiting their ability to register a complaint. 

All aspects of a complaint will be handled in confidence. However, if the complaint involves allegations of illegal or unethical behavior, information may need to be shared with external authorities. All complaints are documented. The maintenance of complaint files is the responsibility of HVCC’s Human Resources department. 

Complaints deemed a risk to the organization are brought forward to the Board of Directors by the Executive Director. Complaints related to the violation of board governance policies are reviewed by the board. The Behavioral Health Clinical Director will provide information about complaints to the Executive Director's office so that a summary report can be created and submitted to the board annually. Clients with questions, comments or complaints about HVCC’s privacy policies and procedures or about the collection, use or disclosure of their personal information will be directed to the Privacy Officer. 

Procedures:

The goal of HVCC is to give enough local authority to meet client needs, complaints will be encouraged, but not required to work through the lines of authority within the organization. Clients can call our office at (860) 872-9825. Clients may also call the Department of Mental Health and Addiction Client Rights and Grievance Office at 1-800-446-7348 ext. 6933. To provide maximum support to the staff-client relationship, the complaint resolution process begins with the involvement of the staff member who provides service, unless this is not in the best interest of the client. In this case the client can meet with the staff members supervisor or Clinic Director. 

Process: 

1. Receiving a Complaint

2. Discussion with Supervisor or Administrative Staff

3. Meeting the Clinical Director

4. Meeting the CEO or his/her Designee

All complaints received from a client or community member are initially documented by the staff person who received the complaint in writing. A note marking that a complaint has been received is placed in the client or community members record. A copy of the complaint is forwarded to the staff person’s supervisor. The complaint file (including all documentation, correspondence, resolution and follow up is maintained separately from the client’s record or community members file in the appropriate directors office. A record of the complaint will be made available to the complainant or request except in the case where the confidentiality of another client may be breached. These records will be retained for the same period as the client or community member record (7 years).