22 North End Adult Day Service Policies and Procedures
Any specific remedial steps necessary to ensure compliance with organizational policies
and procedures
Grievances shall be filed first with the Program Assistant who was in charge of the program in
which the grievance occurred. The Program Assistant is responsible for ensuring that a copy of
the grievance is forwarded to both the Executive Director and the Secretary of the Board of
Directors.
The Program Assistant will meet with the grievant and families or representatives, immediately
following the filing to brainstorm resolution of any related issues that may get in the way of full
participation in services. Actions may include, but not be limited to, a change in direct care
providers or an adjustment in programming schedules or program environments.
North End Senior Solutions and the Adult Day Service will write a response to the grievant and
the designated representatives within five working days, excluding weekends or holidays.
If the grievant is unsatisfied with the findings of the written response to a grievance, he or she
may appeal the decision to the Board of Directors within five days, excluding weekends or
holidays
The Board Secretary will write a response to the grievant and the designated representatives,
within five working days, excluding weekends or holidays.
If the grievant is unsatisfied with the findings of the written response, he or she will be referred
to a third party outside of the organization. Third parties may include organizations such as adult
protective services, professional licensing boards, nursing home ombudsmen, or other
appropriate organizations that may serve as an advocate for the participant.
All staff members of North End Senior Solution will be trained in the implementation of this
policy and procedures and will receive ongoing training of the procedures to ensure the process
is applied in a comprehensive manner if a grievance is filed.
Grievances regarding the actions of specific staff members will be handled in accordance with
personnel rules and contract provisions. No disciplinary action may be taken, nor facts found
with regard to any alleged employee misconduct, except in accordance with applicable
personnel rules and contract provisions.
The North End Senior Solutions and the Adult Day Service will maintain a Grievance Log and
detailing the nature of the complaint, relevant information obtained in the investigation, and the
outcome of the process. All information contained will maintain the confidentiality of the
participants in the process. The Executive Director and the Board of Directors to determine if
there are trends in the complaints, and to identify areas to initiate performance improvement
activities, will review this record annually.