To remedy concerns from parents/guardians and members that appear to have been ignored or unresolved after initial reporting.
The WWFY believes members and parents/guardians have valuable thoughts and insights to share regarding our operations. Accordingly, the WWFY encourages members and parents/guardians to share opinions, suggestions, concerns, questions and/or grievances about our policies, personnel, and/or other matters impacting the WWFY.
In general, the best person initially to bring opinions, suggestions, concerns, and/or questions to the Program's Director. However, to the extent the concerns relate to the Program's Director or to the extent a member or parent/guardian believes the Program's Director did not fully address a matter, members and parents/guardians may direct their opinions, suggestions, concerns, and/or questions to the next level of management or directly to the Chief Operating Officer (“COO”) too remedy concerns that appear to have been ignored or unresolved after initial reporting, utilize this formal grievance procedure. This procedure provides for a timely, thorough, and objective investigation of the following concerns:
- Inappropriate Behavior by Employees/Volunteers
- Inappropriate Behavior by Members
- Retaliation
- Whistleblower complaints
Written Complaint Required for Formal Process
Verbal complaints are encouraged, particularly for issues that may be easily and expeditiously resolved, but a written complaint is required to initiate this grievance process. To ensure a timely and effective response, complaints should include the following information to the extent possible:
- The name(s) of individuals(s) involved.
- The date(s) the behavior occurred.
- The name(s) of any known witness(es);
- A summary of the conduct meriting the grievance including:
- The behavior complained of and/or the alleged policy or legal violation(s);
- Direct quotes when relevant and available; and
- Any relevant documentation.
- The remedy sought by the employee making the complaint.
Timeline
Members or parents/guardians who themselves have a complaint or who are aware of behavior meriting a complaint, must provide the above-described written complaint via email to the Program Director within 3-4 business days. The Program Director will meet with the member or parent/guardian to hear their concern and attempt to resolve the complaint within 3-4 business days after receiving the written complaint. Following that meeting, the Program Director or his/her designee will provide a brief written response to the member or parent/guardian who brought the complaint no later than 3-4 business days.
If the member or parent/guardian is not satisfied with the written response, the individual who brought the complaint may submit an appeal to the COO no later than 3-4 business days following the receipt of the written response. The COO will meet with the parent or parent/guardian to hear their concern and attempt to resolve the complaint within 3-4 business days. Following that meeting, the COO will provide a written response to the member or parent/guardian who brought the complaint no later than 3-4 business days that includes brief written findings on the issues raised and relief sought.
If the member or parent/guardian is still not satisfied with the written response, the individual who brought the complaint may submit an appeal to the Chief Executive Officer (“CEO”) no later than 3-4 business days following the receipt of the written response. The CEO will meet with the parent or parent/guardian to hear their concern and attempt to resolve the complaint within 3-4 business days. Following that meeting, the CEO will provide a written response to the member or parent/guardian who brought the complaint no later than 3-4 business days that includes brief written findings on the issues raised and relief sought. The CEO is the final arbiter of grievance matters at this organization.
Investigation
The Program Director, the COO and/or the CEO will thoroughly investigate the issues raised in the grievance and will protect the privacy and confidentiality of all parties involved to the extent possible by law. All parties must cooperate with the investigation. If the WWFY determines a violation of policy or law has occurred, the WWFY will take appropriate action, up to and including termination and notification of external authorities.
Retaliation
The WWFY strictly prohibits retaliation against members and/or parents/guardians for reporting, filing, testifying, assisting, or participating in any manner in any investigation, proceeding or hearing conducted by the organization or a federal or state law enforcement agency or court. Members and/or parents/guardians should report any suspected retaliation to the Program Director or the COO. Any report of retaliatory conduct will be objectively, timely and thoroughly investigated. If a retaliation report is valid, the organization will take appropriate remedial action, including discharging the individual(s) responsible. This organization will not retaliate against any member or parent/guardian for raising a complaint and will not knowingly permit retaliation by management or other employees.
WWFY Contact Information
To speak with a representative directly regarding your concern or grievance, please contact either Christina Scherwin, COO, at 203-571-6044 or Glen Hale, Interim CEO at 203-226-8986.
If you wish to report a concern or grievance anonymously, please contact 866-607-7233.
Publication and Communication to Consumers and Parents/Guardians
This Grievance Policy must be shared with all consumers and parents/guardians annually and must be included in the member handbook. Any changes to this policy will be communicated in writing to consumers and parents/guardians via email on file.