Just Hope Grievance Procedure

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Purpose:
The grievance procedure aims to provide a structured process for participants, staff,
volunteers and other involved parties to express concerns, complaints, or grievances
related to the operations, services, or interactions within Just Hope.

Principles:
All grievances will be handled fairly, unbiasedly, and with respect for the rights of all
involved. The information provided in relation to the grievances will be handled with
confidentiality, respecting privacy while conducting the necessary investigations.
Grievances will be addressed in a timely fashion, timelines will be provided to the
parties involved. The purpose is to resolve grievances through open, respectful dialogue
and understanding between the parties involved whenever possible.

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Grievance Procedure Steps

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Informal Grievance Process:
A client, board member, and staff may initiate an informal grievance concern. The
concern shall be brought to the Executive Director or appointed staff. This concern will
be addressed promptly.

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Formal Grievance Filing
Clients, board members, and staff may file a formal grievance if a resolution fails. This
can be done by submitting a written grievance with details, including facts, dates, and
supporting documentation. The documentation should be sent to the Executive Director.
A grievance should be filed within 30 days of the incident or concern.

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Grievance Review and Investigation
Just Hope will acknowledge receipt of the grievance in writing and begin the
investigation process promptly. All relevant information will be gathered, involved parties
interviewed if needed, and the issue assessed unbiasedly while maintaining
confidentiality. The investigation will aim to conclude within 30 days. If delays occur, the
grievant will be informed and provided with an updated timeline.
This ensures grievances are addressed fairly, promptly, and transparently.

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Decision and Resolution
The Executive Director or grievance officer reviews the findings and makes a fair
decision based on policies and evidence. A decision, including the process and any
corrective actions, is communicated in writing to all involved parties. Specific steps to
address the grievance and prevent future issues are outlined, with a timeline for
implementation. If dissatisfied, the grievant receives instructions on submitting an
appeal, ensuring a fair and impartial review.

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Follow-Up
Just Hope will conduct regular check-ins with those who have filed a grievance to
ensure the resolution is effective. Just Hope will address any ongoing concerns
promptly. Just Hope will keep detailed, confidential records of grievances, resolutions,
and follow-ups to ensure accountability, compliance, and organizational improvement.

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Process of Appeal:
If dissatisfied with a decision, the involved party may submit a written appeal within 10
business days, detailing their concerns and desired outcome. An impartial reviewer or
committee will evaluate the case, possibly including a meeting to clarify issues. A final
written decision will be issued, and all records will be securely maintained. This process

ensures fairness and transparency. The Board or appeals committee will review the
appeal and make a final decision, typically within 30 days.