Clients in the school systems and mental health agencies follow their established polices.
For Therapy and Fun clients, we have established the following policy. Clients are encouraged to voice comments and concerns to our staff. However, we realize that there are times when a formal process is required to promote proper resolution of the questions or concerns that a client may have. Therefore, CTC has provided a complaint procedure.
CTC prohibits any form of retaliation or intimidation against employees or clients who report good-faith concerns of discriminatory, harassing or unethical conduct, or who participate in investigations of such conduct.
Procedure:
Step 1 – The client/caregiver should speak with a staff member regarding their complaint. If a client/caregiver addresses a concern or complaint to a volunteer or staff member, they should be referred to a member of the director team. The director will respond to the complaint within 1 business day.
Step 2 – If the client/caregiver feels that Step 1 did not resolve their complaint, then the director will advise the them to complete a complaint form. The form is available by request, in our office and on the website. The complaint form will be sent to the Executive Director.
Step 3 – The Executive Director will call the client within one business day to discuss the complaint. The Executive Director will respond to the complaint accordingly. A plan to solve the issue will be in place within 1 business day.
Step 4 – If the client/caregiver is dissatisfied with the Executive Director’s response, the client/caregiver may appeal to the Board of Directors within 1 business day.
Step 5 – The Board Directors will respond within 2 business days. The response and resolution from the Board of Directors shall be written and conclusive.
Step 6 – If you feel you continue to have an unresolved problem, you may contact our accrediting organization, CARF.