CLIENT GRIEVANCE POLICY & PROCEDURE
Every client shall be given a copy of this policy. If you feel that you have been denied services improperly or you are not satisfied with our services or you feel you were not treated properly, please discuss this with the staff member involved. Many times problems are caused by poor communication and can be solved by talking about your concerns.
If you do not feel you can discuss the matter with that staff member or you have talked about the problem and you still are not satisfied, you may discuss the problem with the Executive Director.
If you are not satisfied after discussion with the Executive Director, you may pursue the matter with the Board of Directors. To get a review by the Board, inform the Executive Director that you wish for a Board hearing. The Executive Director will inform the Board President, who will arrange for a hearing before a committe of the Board. That committee's decision is reviewable by the Board as a whole upon request. A list of members of the Board is available upon request.
GRIEVANCE HEARING PROCEDURE
In the event that a client, an individual whose case was not accepted for representation, or any person, other than an employee, who feels injured by an action of Marion-Polk Legal Aid Service, Inc. (MPLAS) requests a Board hearing, such request shall be made to the Executive Director. Within 5 days of the receipt of such request the Executive Director shall transmit the request to the President of the Board. The President shall promptly designate a committee of the Board consisting of no fewer than 3 members. Such committee shall be composed of both attorney and client members in proportion to their representation on the Board.
A hearing shall be held within 30 days of the receipt by the President of the hearing request. The hearing shall be informal and governed generally by the provisions of the Oregon Administrative Procedures Act, ORS ch. 183. One member of the committee shall be designated as secretary and shall make a record of the proceedings either by taking notes or by tape recording. The complaining party may be represented or supported by an attorney or other representative if s/he so chooses.
The Board committee shall render its decision within 30 days of the hearing. Written notice of the decision and the reasons therefore will be made to the Executive Director and to the individual requesting the hearing. Upon written request to the President of the Board from either the Executive Director or the person requesting the hearing, the full Board of Directors shall review the record of the hearing at its next regularly scheduled meeting and shall either affirm or reverse the decision of the committee within 30 days from the time of such review.
If the above procedural timelines would result in the potential for causing significant undue hardship to the grievant, jeopardizing the grievant's interest, or hindering the grievant from locating adequate alternative representation, the Executive Director and/or President shall expedite the procedure to fit the particular circumstances of the case.
Senior Services
In addition to the above procedure, all clients served by MPLAS through its contract with the Mid-Willamette Valley Senior Services Agency (MWVSSA) may contact MWVSSA directly if they feel their grievance is not being adequately addressed by MPLAS.
Legal Services Corporation
In addition to the above procedure, clients may contact the Legal Services Corporation, 750 1st Street NE, 11FL, Washington, DC 20002-4250, if they feel their grievance is not being adequately addressed by Marion-Polk Legal Aid Service, Inc.
Towards justice and dignity for all.
Por justicia y dignidad para todos.
PLEASE NOTE: Marion-Polk Legal Aid Service, Inc.
cannot give legal advice by telephone, fax or email.
