Feedback

Grievance Policy

 

Definition: A complaint or grievance is a problem that does not seem able to be resolved between the person or persons directly involved. A grievance can be about anything done, or not done, by management or another employee or employees, which you feel affects you unfairly or unjustly. A grievance can also be about discrimination, harassment, or any other employment related decision or behavior which you think is unfair, unjust or upsetting. A grievance can be written or verbal.

Purpose: To provide clients/family members/visitors receiving services at the HIV/AIDS Education & Prevention Program of Asian Americans for Community Involvement (AACI) with the opportunity to voice concerns regarding the services and treatment they received.

Objective: Establish continuous quality improvement in the overall service delivery and operation of the HIV/AIDS Education and Prevention Program.

Steps to Complain:

1. Approach the person concerned

  • Make every attempt to solve the problem with the person involved.

If the matter remains unresolved (to your satisfaction),

Option 1:

Approach the HIV/AIDS Program Manager

  • Verbally explain the problem to the Manager or submit the problem in writing using AACI’s Grievance Form (attached).
  • The Manager is responsible for recording a complaint, investigating it, and recommending the appropriate response or action to resolve the grievance to the best satisfaction of the parties involved.
  • If the complaint is about a specific individual, the Manager’s response will include:

• Informing the person about whom the complaint is made and seeking their views and perspective

• Giving consideration to the use of a mediator

• Informing you of the outcome of the complaint within five (5) working days (or at a later, mutually agreeable date, if either the Manager or any party to the grievance is not available within the five (5) day period) in writing.

OR

Option 2:

Go to the Director of Human Resources or Director of Community Programs & Advocacy

  • Verbally explain the problem to the Director or submit the problem in writing using AACI’s Grievance Form (attached).
  • The Director is responsible for recording a complaint, investigating it, and recommending the appropriate response or action to resolve the grievance to the best satisfaction of the parties involved.
  • If the complaint is about a specific individual, the Director’s response will include:

• Informing the person about whom the complaint is made and seeking their views and perspective

• Giving consideration to the use of a mediator

• Informing you of the outcome of the complaint within five (5) working days (or at a later, mutually agreeable date, if either the Director or any party to the grievance is not available within the five (5) day period) in writing. The Director’s decision shall be final.

 

Contact Information:

 

HIV/AIDS Program Manger

Malaya Arevalo

AACI

2400 Moorpark Avenue, Suite 300

San Jose, CA 95128

408-975-2730 x 379

malaya.arevalo@aaci.org

 

 

Director of Behavioral Health, Community Programs, and Advocacy

Jorge Wong, Ph.D.

AACI

2400 Moorpark Avenue, Suite 300

San Jose, CA 95128

408-975-2730 x 230

jorge.wong@aaci.org

 

 

Director of Human Resources

Roland Acupido

AACI

2400 Moorpark Avenue, Suite 300

San Jose, CA 95128

408-975-2730 x 159

roland.acupido@aaci.org