Grievance Procedure

Q believes in a world where all people have a safe, decent, and affordable home.Our staff and volunteers strive to provide services in a manner that respects the inherent worth and dignity of each individual.

1.         A member is defined as someone who has requested services, has been determined to meet the basic eligibility requirements, and has completed the screening and intake including providing documents required for Q Foundation’s programs.
2.         The member should try to resolve any disagreement – including dissatisfaction with any decision, any service or information provided, or allegation of mistreatment – directly with the staff member or volunteer.  This should be arranged immediately if at all possible. If follow-up is necessary by phone or by an appointment, such follow-up should be done within 14 days,
3.         If that does not resolve the situation, the member should ask to speak with the staff member’s or volunteer’s immediate supervisor. If follow-up is necessary by phone or by an appointment, such follow-up should be done within 14 days. Members should be encouraged to submit a grievance in writing.  However, a member may file a formal grievance orally.  If filed orally, Q Foundation will summarize the grievance in writing and, if possible, obtain the member’s signature.  A copy should be made for the member.  The agency will maintain written records of all grievances including the final resolution of each complaint.  The grievance must be filed within six months of the date of the incident.
4.         If this does not resolve the situation, the member should schedule an appointment with the Program Manager for resolution.  Appointments should be scheduled within 14 days of a request for a meeting.
5.         If this does not resolve the situation, the member may make an appointment with the Executive Director for a final resolution of the grievance. Appointments should be scheduled within 14 days of a request for a meeting.
6.         It is the responsibility of the Program Manager to track grievances and oversee the grievance process to ensure member access, promptness, and resolution of the grievance.
7.         The resolution of the grievance will be noted in the member’s chart.  A member will be provided with copies of documents relevant to his or her grievance to the extent that the documents are not confidential and/or legally protected from disclosure.  Members may be required to pay a reproduction charge for this service but the fee may be waived if financial hardship can be demonstrated and if the quantity to be reproduced is reasonable.  Resolutions will be completed within reasonable time frames but no longer than 30 days from the date of receiving a grievance unless there are documented reasons by either the agency or the member.
8.         Copies of all grievance communications will be sent to the Executive Director for review.  Any trends in member dissatisfaction will be noted and tracked as part of the quality improvement.
9.         Members who file a grievance will not be retaliated against or denied a service or be solely due to their filing.
10.       Use of the grievance procedure does not replace any existing avenues of review or redress provided by law.
11.       Members have a right to a representative of their choice, if they wish to have one, at any time during the grievance process to act as an advocate and observer. A representative may be a friend, other member, support person, family member or formal advocate.
12.       The identity of the grievant will be kept confidential to the extent possible while enabling the agency to investigate the grievance.
13.       Grievances may be filed by emailing grievance@theQfoundation.orgor by contacting 415-552-3242.

You may also contact:

San Francisco Human Rights Commission
25 Van Ness Avenue, Suite 800
San Francisco, CA 94102
(415) 252-2500