9130 - PUBLIC COMPLAINTS

Metropolitan Regional Service Council

Bylaws & Policies

9130 - PUBLIC COMPLAINTS

Any person or group, having a legitimate interest in the operations of this Council shall have the right to present a request, suggestion, or complaint concerning Council personnel, the program, or the operations of the Council. At the same time, the Board of Director has a duty to protect its staff from unnecessary harassment. It is the intent of this policy to provide the means for judging each public complaint in a fair and impartial manner and to seek a remedy where appropriate.

It is the desire of the Board to rectify any misunderstandings between the public and the Council by direct discussions of an informal type among the interested parties. It is only when such informal meetings fail to resolve the differences, shall more formal procedures be employed.

Any requests, suggestions, or complaints reaching the Board, Board members, and staff members shall be referred to the Executive Director for consideration according to the following procedure.

Matters Regarding a Staff Member

	A.	First Level

		If it is a matter specifically directed toward a staff member, the matter must be addressed, initially, to the concerned staff member who shall discuss it promptly with the complainant and make every effort to provide a reasoned explanation or take appropriate action within his/her authority and Council administrative guidelines.

		This level does not apply if the matter involves suspected child abuse, substance abuse, or any other serious allegation which may require investigation or inquiry by officials prior to approaching the staff member.

	B.	Second Level

		If the matter cannot be satisfactorily resolved at the First Level, it shall be discussed by the complainant with the staff member's supervisor.


C.	Third Level

	If a satisfactory solution is not achieved by discussion with the supervisor, a written request for a conference shall be submitted to the Executive Director. This request should include:

	1.	the specific nature of the complaint and a brief statement of the facts giving rise to it;

	2.	the respect in which it is alleged that the complainant (or child of the complainant) has been affected adversely;

	3.	the action which the complainant wishes taken and the reasons why it is felt that such action be taken.

	Should the matter be resolved in conference with the Executive Director, the Board shall be advised of the resolution.

D.	Fourth Level

	Should the matter still not be resolved, or if it is one beyond the Executive Director's authority and requires a Board decision or action, the complainant shall request, in writing, a meeting by the Board.

	The Board, after reviewing all material relating to the case, shall grant a meeting before the Board.

	The complainant shall be advised, in writing, of the Board's decision, no more than ten (10) business days following the meeting. The Board's decision will be final on the matter, and it will not provide a meeting to other complainants on the same issue.

If the complainant contacts an individual Board member to discuss the matter, the Board member shall inform the complainant that s/he has no authority to act in his/her individual capacity and that the complainant must follow the procedure described in this policy.

Matters Regarding the Executive Director or Fiscal Officer

Should the matter be a concern regarding the Executive Director or Fiscal Officer which cannot be resolved through discussion with the Executive Director or Fiscal Officer, the complainant may submit a written request to the Board Chairperson for a conference with the Board. This request shall include:

	A.	the specific nature of the complaint and a brief statement of the facts giving rise to it;
	B.	the respect in which it is alleged that the complainant (or child of the complainant) has been affected adversely;
	C.	the reason that the matter was not able to be resolved with the Executive Director or Fiscal Officer;
	D.	the action which the complainant wishes taken and the reasons why it is felt that such action should be taken.

The Board, after reviewing the request, may grant a meeting before the Board, or a committee of the Board, or refer the matter, if permitted by State law, to an executive session.

The complainant shall be advised, in writing, of the Board's decision within thirty (30) business days.

Matters Regarding Council Services or Operations

If the request, suggestion, or complaint relates to a matter of Council procedure or operation, it should be addressed, initially, to the person in charge and then brought, in turn, to higher levels of authority in the manner prescribed in "Matters Regarding a Staff Member".

Matters Regarding the Council Program

If the request, suggestion, or complaint relates to a matter of Council program, it should be addressed, initially, to the Executive Director and then brought, in turn, to higher levels of authority in the manner prescribed in "Matters Regarding a Staff Member".

20 U.S.C. 1232h