Client Grievance Procedure
Sexual Assault Services of Northwest New Mexico (SAS) maintains a policy of open communication to insure integrity and respect among staff and clients. Conflict results when there is little or no communication and/or lack of follow-up actions on grievances. Therefore, the agency has developed a plan to encourage such communication. Retaliating or discriminating against a client for complaining and/or participating in an investigation about workplace harassment is prohibited. If a client believes s/he has been retaliated against, the client should use the grievance process.
If a client of SAS feels that she/he has been treated unfairly, the following procedure is available to them:
- The client should speak directly and openly with the staff member most directly involved in the situation. If the client feels the discussion with the staff member has not resolved the issue or if the nature of the problem makes it inappropriate to openly confront the staff person the client may:
- Ask the staff member to set up an appointment with their direct supervisor so that the client will have an opportunity to discuss the grievance with another person.If the problem is not resolved after a reasonable amount of time or the outcome is not satisfactory the client may:
- Ask the supervisor to set up an appointment with the Executive Director so that the client can continue to pursue the grievance.
- If the client is still not satisfied with the outcome they may choose to ask the Executive Director for a meeting with the SAS Board of Directors; or to contact the agencies funders:
Crime Victims Reparation Commission (CVRC): VOCA and VAWA Grants Office: (505) 841-9435 or cvrc.grants@state.nm.us
NM Coalition of Sexual Assault Programs: 888-883-8020