• When a client/volunteer voices a complaint, her or she must first attempt to resolve the difference directly with the staff member in question unless the client/volunteer is concerned about retaliation action.
• Complaints must be made within two weeks of the incident in question.
• If unresolved, the client/volunteer may then meet with the Executive Director to review the complaint. At this meeting, the staff member, client/volunteer and Executive Director meet to resolve the situation.
• If the grievance remains unresolved, the complaint is forwarded to the Client Grievance committee.

The Client Grievance committee consists of at least two but no more than four staff members and as many as two clients with one alternate. The Client Grievance committee meets to review and discuss the grievance within ten (10) business days of receipt of the complaint. At that time the committee may determine what actions are necessary, including conducting interviews and reviewing records. The committee must make a decision within five days of reviewing the grievance and review the decision with the Executive Director or his/her delegate before notifying the individuals in writing. The Executive director maintains the right to final decision-making authority. The client must be notified within 10 days of the decisions made by the Client Grievance Committee and/or Executive Director.

Upon resolution of the grievance, the grievance and resulting action are summarized in written form. This summary and the written notification of the decision are held on file for review by the agency, the Board of Directors and the Texas Department of Health. TDH must be notified of all formal client grievances. The contact information is:

Texas Department of State Health Services
Division of HIV/STD Prevention
Jenny Penny, Team Leader
1100 West 49th St.
Austin, Texas 78756
512 490 2505