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Revamping Compensation in Human Resources

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NORTHERN HOME FOR CHILDREN
5301 Ridge Avenue
Philadelphia, PA 19128

POLICY

To ensure that the rights of consumers of Northern Home for Children are safeguarded and that disputes concerning our consumers are resolved promptly and fairly, consumers or their guardians have the right to lodge grievances and appeals when informal methods of resolving disputes are unsuccessful. The following grievance and appeal system is in effect at Northern Home for Children.

GRIEVANCE PROCEDURE

Northern Home for Children strives to promote consumer satisfaction by ensuring consumer rights are safeguarded and disputes concerning your rights are resolved in an expeditious manner. On occasion, there may be differences of opinion in the execution of services resulting in disputes, complaints, issues and concerns. The agency strongly encourages direct communication with Program Managers/ Directors to discuss and resolve concerns in a mutually satisfactory manner.

Consumer’s who are in disagreement with the resolution implemented by the supervisory staff may contact the Director of Compliance & Performance Improvement for additional support in the resolution process.

If a Northern Home for Children consumer has a concern, unanswered question, or complaint regarding his/her treatment or quality of care, the consumer may exercise his/her right to file a grievance by following the steps listed here:

STEP 1: The consumer should first address his/her question, concern, complaint or grievance to the person perceived as the source of confusion or conflict. It is anticipated that most conflict will be resolved in this step. If not resolved by direct communication at the source of the problem, or if the consumer does not wish to address the other person involved they may proceed to STEP 2.

STEP 2: The consumer may consult with the Program Manager/Director, explain the conflict and solicit the Program Manger/Director’s intervention as a conflict resolution mediator. If the consumer wishes to remain anonymous, or appoint a representative as their spokesperson/advocate, the Program Manager/Director should accommodate and protect the wishes of the consumer.

STEP 3: The consumer may choose to by-pass Steps1 and 2, and initiate a grievance directly to the Compliance & Performance Department. This step may be taken with or without the knowledge of the staff involved in the grievance. The grievance may be communicated by telephone, e-mail or letter. A letter is preferred for the purpose of clear and unquestionable understanding. Grievance should be addressed to:

Compliance & Performance Improvement Department Tracy McCoy, M.H.S. Director of Compliance & Performance Improvement 5301 Ridge Avenue Philadelphia, PA 19128 (215) 482-1423 extension 1277 tmccoy@northernhome.org

• The Compliance & Performance Department is dedicated to completing a full review and investigation within ten(10) business days • The resolution and grievance policy is based on the principle that all parties have a right to be heard • Resolution and/or recommendations will be provided within ten (10) business days • All decisions will be impartial, fair and just at all times

** Confidentiality will be maintained and respected at all times within the constraints of an investigation, subject to any legal requirements for disclosures consistent with the principles of justice **

A written recording of the full review and investigation will be made available and maintained by the Director of Compliance & Performance Improvement. The memo detailing the resolution and recommendations will be submitted to the Program Manager/Director, Human Resources (if applicable), Clinical Director, and CEO.

Written explanation of appeal resolution recommended shall be given to the consumer with five (5) business days after conclusion of investigation. A copy of the decision shall be given to the consumer after it has been reviewed by the Program Director/Manager within five (5) business days via mail.

Final Level Appeal Procedure: The consumer has the right to appeal the decision of the Compliance & Performance Department within ten (10) working days of the decision. The appeal must set forth the specific objections to the decision. Within a reasonable time frame of receipt of a second level request, the CEO and/or PIC Committee shall review the decision and may seek additional information if deemed necessary. The PIC Committee will conduct a professional, impartial, timely {time frame will be preferably five (5) business days and shall not exceed ten (10) business days from the receipt of grievance notification} and thorough investigation of all presented and collected documentation. A findings letter/report will be generated at the conclusion of all investigative activities. In some cases the PIC Committee may also provide suggested resolution options and or request an Improvement Plan to be completed by the identified Program Department.

A copy of this policy will be placed in an easy accessible location for all consumers of Northern Home for Children. Upon intake and on an annual basis thereafter, a copy of this policy will be provided to all consumers. It is the right of all Northern Home for Children consumers to file a grievance when needed. Annually, staff will review this grievance policy with consumers to ensure accessibility, understanding and receipt of revisions (if any)

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