VIII. Issue Resolution Process

In addition to the preceding protocols to address issues regarding safety & security and nuisances, occasionally, there may be other types of concerns that arise from members of the community. While the intent is to address these concerns through dialogue, if the individual feels the situation warrants an official complaint, FSGV has an established issue resolution mechanism to ensure that an objective and thorough response is provided.

1. An individual wishing to make a formal complaint should do so in writing to the Director of Youth Services within 30 days of the situation that resulted in the complaint. Directions staff will log all concerns that reach this level and will be reported to the Directions Community Advisory Committee at each advisory committee meeting.

2. The Director, or appropriate designate, will confer with the individual as to how the complaint is to be addressed, and the individual will be informed as to the action to be taken regarding the complaint, within 15 days of the written statement.

3. If the individual is not sufficiently satisfied as to the outcome of this procedure, they may write to the Executive Director of Family Services and should do so within 15 days of being notified of the outcome of the initial dispute procedure.

4. The Executive Director will inform the individual, in writing, of the response to the complaint, within 15 days of the receipt of the letter.

5. If the individual is not sufficiently satisfied, the complaint can be brought to the attention of the FSGV Board of Directors.

6. All complaints will be brought to the attention of the Community Advisory Committee, who may then recommend further action to resolve the issue.

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