Grievance Procedure

Purpose:

The grievance procedure aims to provide a structured and transparent process for stakeholders (participants, staff, volunteers, and other involved parties) to express concerns, complaints, or grievances related to the operations, services, or interactions within the organization.

Principles:

Fairness: All grievances will be handled impartially and with respect for the rights of all parties involved.

Confidentiality: Information related to grievances will be handled with confidentiality to the extent possible, respecting privacy while conducting necessary investigations.

Timeliness: Grievances will be addressed promptly, with reasonable timelines communicated to the parties involved.

Resolution-Oriented: The goal is to resolve grievances through constructive dialogue and mutual understanding whenever possible.

Grievance Procedure Steps:

Step 1: Informal Resolution

Who can initiate: Any stakeholder with a concern.

Process: Discuss the concern informally with the immediate supervisor, program manager, or designated contact person.

Objective: Resolve the issue quickly and informally. Most grievances can be resolved at this stage.

Step 2: Formal Grievance Filing

Who can initiate: If the concern is not resolved informally, the stakeholder may file a formal grievance.

Form: Submit a written grievance detailing the concern, including specific facts, dates, and any relevant documentation.

Recipient: Submit the grievance to the Executive Director or designated grievance officer.

Timeline: Grievances should be submitted within 30 days of the incident or concern.

Step 3: Grievance Review and Investigation

Assignment: The Executive Director or designated grievance officer will acknowledge receipt of the grievance and initiate an investigation.

Investigation: Gather relevant information, interview involved parties (if necessary), and assess the situation objectively.

Timeline: Aim to complete the investigation within 30 days unless additional time is needed due to the complexity of the issue.

Step 4: Decision and Resolution

Decision: Based on the investigation findings, the Executive Director or grievance officer will make a decision.

Notification: Communicate the decision in writing to the grievant and any other involved parties.

Actions: If applicable, outline actions to address the grievance and prevent future occurrences.

Appeal: Provide information on the appeal process if the grievant is not satisfied with the decision.

Step 5: Follow-Up

Monitoring: Follow up with the grievant and stakeholders involved to ensure that the resolution is effective and satisfactory.

Documentation: Maintain records of all grievances, investigations, and resolutions for organizational learning and compliance purposes.

Appeal Process (if applicable):

Who can appeal: The grievant or involved parties dissatisfied with the decision.

Procedure: Submit a written appeal to the Board of Directors or designated appeals committee within 14 days of receiving the decision.

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