COMPLAINT PROCEDURE
Types of Complaints:
There are two types of complaints: formal and informal complaints. While
employees can initiate a complaint at either level, it is the intent of this policy to
have resolution of complaints resolved at the informal level first.
Informal Complaints:
1. Discussion with Immediate Manager. If an employee has a complaint as
defined in this policy, it should be first discussed with the employee’s immediate
manager. The manager will discuss the problem fully with the employee in a timely
manner and document the conversation. Failure to document the conversation may
result in disciplinary action including and up to termination.
In the event that an employee is uncomfortable with discussing the matter with their
immediate manager, the employee shall contact any Program Director or member of
the Senior Leadership Team with whom they are comfortable discussing the matter.
2. Discussion with Program Director. If the employee finds the response from
their immediate manager unsatisfactory, they can discuss the problem with their
Program Director. The Program Director will discuss the problem fully with the
employee in a timely manner and document the conversation. Failure to document
the conversation may result in disciplinary action including and up to termination.
If the employee is not comfortable discussing the problem with the Program
Director, the employee may discuss the issue with the Managing Director.
3. Discussion with Managing Director. If the employee finds the response from
their Program Director unsatisfactory, they can discuss the problem with the
Managing Director. They will discuss the problem fully with the employee in a
timely manner and document the conversation. Failure to document the
conversation may result in disciplinary action including and up to termination.
If the employee is not comfortable discussing the problem with the Managing
Director, the employee may move directly to a formal complaint.