Grievances

The following procedures apply for any individual grievance. 

• The individual or person acting on their behalf are encouraged to approach the staff member concerned and specify the nature of their concern/ complaint.  The staff person will attempt to resolve the concern/complaint at that time.

• Should the individual, or person acting on their behalf, feel the matter is still unresolved or wish to not speak directly to the staff in question, the grievance should be put in writing.  Grievances may also be submitted through conversation with a program representative, who will document the information on a grievance form, on behalf of the individual or guardian.

• Grievances shall be submitted to the clinical directors either by email at admin@birchwoodcounseling.net or by mail at 825 NE 20th Ave, Suite 225, Portland, OR 97123

• The clinical directors will meet and discuss the grievance, investigate the specifics of the grievance, and issue a formal decision no later than 72 hours from the time at which the grievance was submitted in writing.

• Within 30 days of receiving the complaint, the Program Director will communicate to the individual in writing the outcome of the grievance and attach a copy of the Grievance Appeals Notice.  

• Documentation of the receipt, investigation, and action taken regarding the Grievance will be placed in the service record and the program’s file to be retained for at least seven years.