MERCY HOUSE LIVING CENTERS (THE LINK)

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Exit Procedures When a client is asked to exit due to violation of shelter expectations, violence, or criminal activity, security will escort the person off the property and those exited will be transported to a self -directed location out of the surrounding area. Grievance Procedure A client can file a grievance to dispute an action or inaction to address any client/staff conflict within 48 hours. Staff will make every effort to conduct an investigation and make a decision within 10 days. The grievance procedure does not suspend the rules or consequences established in the Program Expectations. Clients have the right to file a grievance without fear of harmful repercussions from staff. All grievances need to be documented on a Grievance Form and submitted to the Program Director. Contact information for Directors is provided on the Grievance Form. Grievances should include the names of all parties involved, a detailed account of the nature of the problem and requested action to betaken. Grievance forms may be obtained from any staff member Program Directors will make every effort to resolve the conflict or concern with the client and or staff involved. If they are unable to do so they will submit the grievance to the Associate Director. The Associate Director will review grievances submitted and investigate the complaint. The Associate Director will acquire all documentation and interview involved parties as necessary. If the Associate Director feels that there is not enough information to determine if the matter was handled in an unfair manner a formal meeting will be called. At the meeting, the claimant will begin by stating his/her case to a Committee that will include the Associate Director, the Executive Director or his proxy. If necessary the Executive Staff may request a board member to sit on the committee as well. The committee may also request additional information from additional parties involved. The Committee will review all documentation and testimony and make a decision regarding any misconduct or need for repeal of action. If the complaint involves the Executive Staff a board member will take their place on the committee. Good Neiehbor Polic Mercy House is committed to communication with neighbors on an ongoing basis. As part of this commitment, a public inquiry phone number and contact information will be posted. Community stakeholders may call this number for information about the site or to have any questions answered. Any community complaints and/or inquiries about the Interim Emergency Shelter Program will be