New Haven is dedicated to protecting the rights of all residents, students, and their families.  Further, New Haven is committed to ensuring a fair resolution to the concerns and complaints of its students, residents, and their families as those concerns relate to the operation of the program. This procedure is designed to allow residents to have their concerns heard and dealt with quickly.

    1. If a parent has a concern about New Haven services, they are encouraged to directly contact the Program Specialist for residential concerns or the Director of Education for school concerns.
      1. If a parent has a concern about the milieu, clinical services, or programmatic concerns, they should contact their child’s Program Specialist (PS). If the issue concerns the PS or the PS has been unable to resolve the issue to the satisfaction of the parent(s), they should contact the Clinical Director at 760.630.4035 X413.
      2. If a parent has a concern about the educational services of New Haven they should contact the Director of Education at 760.630.4035 X436.
      3. While parents are encouraged to always allow the program to directly address their concerns first, parents retain the right to contact Community Care Licensing to lodge a grievance as defined in LIC 613.
    2. If a resident or residents feel that their personal rights have been violated or that a rule or policy in the milieu is unfair and infringes upon their rights, they may file a written protest with the PS (For those clients that request or require assistance, they will be helped with completing the form). Their concern will be reviewed by the PS.
      1. A response will be given to the resident and reported to the Residential Director.
      2. If the resident feels that the situation has not been resolved to their satisfaction, they should request a meeting with the Residential Director. If the situation has not been resolved after this meeting, the resident may request a meeting with the Chief Executive Officer.
    3. If the resident feels that the concern affects many New Haven’s residents, he should also make his representative to the New Haven Resident Council aware of the situation.
    4. Residents may also contact Community Care Licensing as defined in LIC 613.
    5. If a resident reports to any staff a suspected incident of abuse/molest, the staff person shall immediately notify the Clinical Director according to New Haven Policy and Procedure R1500 Child Abuse Reporting. The staff member who has reason to believe child abuse may have occurred should ensure that a report is made to Child Protective Services Referral according to New Haven Policy and Procedure R1500 Child Abuse Reporting.
    6. The resident and his family member shall be notified of this Grievance Procedure during intake and sign the attached form.

     

    RESIDENT GRIEVANCE PROCEDURE ACKNOWLEDGEMENT

     

    As a resident at New Haven, you may make a complaint if you think you have not been treated the way you think is right and if it has not been resolved after speaking with staff.

    1. If you want to make complaint, the FIRST thing you should do is write it down. If you need help, ask your Program Specialist to help you write down your complaint.
    2. Write down your complaint on the “Resident Grievance Form”.
    3. When you have written your complaint, give it to your PS. Your PS will read it and give you feedback within one week. If the PS works everything out so that it is OK with you, then the complaint is done.
    4. If you don’t think the PS has solved the problem, give your complaint to the Clinical Director to address your concern.
    5. If you think that New Haven Staff Members have not solved the problem, you may call the Licensing Worker at the number posted in your house.

    Sign on the line below.  Your signature means you have gotten a copy of this paper that tells you how to make a complaint.

     

     

     

    ______________________________________                       _______________

    Resident                                                                                                             Date

     

     

    If a parent has a concern about New Haven services, they are encouraged to directly contact the Program Specialist for residential concerns or the Director of Education for school concerns.

      1. If a parent has a concern about the milieu, clinical services, or programmatic concerns, they should contact their child’s Program Specialist (PS). If the issue concerns the PS or the PS has been unable to resolve the issue to the satisfaction of the parent(s), they should contact the Clinical Director at 760.630.4035 X413.
      2. If a parent has a concern about the educational services of New Haven they should contact the Director of Education at 760.630.4035 X436.
      3. While parents are encouraged to always allow the program to directly address their concerns first, parents retain the right to contact Community Care Licensing to lodge a grievance as defined in LIC 613.

     

    ______________________________________                       _______________

    Parent/Guardian                                                                          Date

     

    RESIDENT GRIEVANCE FORM

     

    I am writing down a problem I have at New Haven.  I am asking that my Program Specialist read my complaint and talk to me about this problem within one week.

     

    My Name is:  _______________________________ Today’s Date:  ______________

     

    My House is:  _______________________________ My PS is:  _________________

     

    My Complaint Is:

     

     

     

    Program Specialist’s response:

     

     

    Clinical Director’s response:

     

     

    This issue was resolved or the investigation was closed on, date:  ___________________

     

    Resident Signature:  _______________________Program Specialist Signature:  ______________________

     

    Clinical Director Signature: ____________________________________________________