This policy applies to any consumer of services from IMPACT Family Counseling. Any consumer receiving services may file a complaint or grievance.
Informal complaints may be given to any staff member or supervisory personnel. Those staff members may resolve the complaint quickly, in an informal manner. In the event the person with a complaint is not satisfied with the resolution of the complaint, the person may file a formal complaint/grievance.
Posting of these policies in the office will be in several common locations such as the waiting room, break room, and staff work flow room.
The informal complaint process will not apply in cases where there is alleged abuse or neglect of a client. Such complaints will be handled as formal complaints and should be reported to the Chief Executive Officer immediately. The Chief Executive Officer is George Casey and can be reached at 205-916-0123 or by email at GC@ImpactAL.org
A formal complaint/grievance may be filed in the event the informal methods do not satisfy the person with a complaint. This complaint should be directed to the Chief Executive Officer’s Office. Such companies should identify the problem and state the relief desired, if any.
The Chief Executive Officer may assign supervisory personnel to investigate and resolve the formal complaint/grievance, if possible. The Chief Executive Officer will be informed of the resolution of the formal complaint/grievance. The designated local contact is the Clinical Director, Cheri Hunter, and her local contact is 205-916-0123 or her email contact is CH@ImpactAL.org
In the event that the person with a complaint is not satisfied with the resolution, the person may request that the Chief Executive Officer review the complaint and reconsider the relief desired. If the decision is that the relief desired will not be granted, the person with a complaint will be notified of the decision.
This procedure may be carried out in accordance with the Community Advocacy Program of the Alabama Department of Mental Health.