What is a Grievance Procedure?

At Webster Cantrell Youth Advocacy, clients have the right to present grievances up to and including the CEO or comparable position to rectify unanswered questions or problems. A grievance is defined as any condition brought about by the Agency or any of its staff that a client (or person concerned for a client) feels is unjust or inequitable.

Who can file a Grievance?

The following individuals can file a grievance:

  • A client (a client is defined as: any child, youth, adult, or family receiving services from the Agency)

  • A family member of a client

  • Foster or adoptive family member of a client

  • Other concerned person having knowledge of a child, youth, adult, or family receiving services from the Agency

How do you file a Grievance?

To file a grievance, please write a statement detailing your experience and submit it to our agency to our Privacy Officer. If you complete the grievance on a physical piece of paper, you can either drop it off at our main campus or mail it in using this address:

Attn: Privacy Officer

Webster Cantrell Youth Advocacy

1942 E. Cantrell Street

Decatur, IL 62521

What happens after you file a Grievance?

The client or guardian will be informed on how his or her grievance(s) will be handled at the Agency level. Grievances can be expected to be resolved in a timely manner. The CEO's decision on the grievance shall constitute a final administrative decision (except when such decisions are reviewable by the Agency's Board of Directors, in which case the Board's decision is the final authority at the Agency level). The grievant (the individual who files the grievance) may appeal adverse decisions to the highest level possibly in the agency and be given staff assistance in so doing, as requested.

In all cases, the grievance process is conducted fairly, without intimidation or retaliation and with the goal of encouraging open and productive communication between clients and/or persons concerned for clients and the Agency.

In every instance in which a client or person concerned for a client wishes to file a grievance, a copy of the Grievance Procedure will be given to the client, concerned individual, and/or parent or guardian. If needed, an Agency staff member may assist with the preparation and conduct of the grievance on behalf of the grievant. A record of grievances and the response to those grievances will be maintained by the Agency.

Filing a Grievance about our Privacy Practices:

If you think we may have violated your privacy rights, or you disagree with a decision we made about access to your Protected Health Information (PHI), you may file a complaint/grievance with the privacy officer contact listed below. You also may file a written complaint with the Secretary of the U.S. Department of Health and Human Services, or reach the Secretary by phone. That information is also below. No retaliation from our agency can occur as a result of any grievances filed.

For more details about privacy, visit our Privacy Practice & Client Rights page.

Effective Date: This notice was effective on April 14, 2003.

Bobbi Hollister

Privacy Officer

217-423-6961 ext. 2221

Secretary of the U.S. Department of Health and Human Services

200 Independence Avenue, S.W.

Washington, D.C. 20201

(202) 690-7000

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