It is the policy of Sigma Center for Counseling to review any and all grievances or complaints regarding services and support.
Definitions:
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A grievance is a request for review of denial or reduction of service.
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A complaint is an issue not related to service denial or reduction or eligibility determination.
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You, a family member, or other person acting on your behalf, having a grievance or complaint, shall explain the grievance or complaint to your primary counselor or complete a Grievance/Complaint Form within 90 days of the pertinent issue. Our staff shall arrange for a reasonable accommodation for language or other needs the complainant may have in order to understand and participate in the process. The primary counselor will document and report the grievance/complaint to the Board of Directors using the client Grievance/Complaint Form.
Resolution: All complaints must be resolved by Sigma Center for Counseling within 45 calendar days of receipt and written notice of resolution provided. All grievances must be resolved within 10 days of receipt of the grievance and written notice of resolution provided. The written notice will include a brief summary of the complaint or grievance, the steps taken on your behalf, and the resolution. If the resolution is adverse, the notice will include information on your right to appeal the issue for a higher level of review, and instructions on how to do so.
Review Process: You will meet with your counselor and attempt to resolve the grievance or complaint. If the problem is not resolved, you will have an opportunity to meet with the Program Director.
If the grievance/complaint cannot be resolved, the Chief Executive Officer will convene a panel comprised of at least two individuals who have no personal stake in the outcome of the grievance/complaint and are amenable to all involved parties. The panel will communicate its decision in writing. The decision of the Chief Executive Officer will be final and will be communicated to you directly.
You will be advised of your right to representation or the assistance of an advocate at any stage of the grievance/complaint procedure. You will also be assured of the confidentiality of the proceedings and that no retribution of any kind will result from filing a grievance/complaint.
Sigma Center for Counseling is dedicated to improving the quality of our services. We value your input regarding the quality of care, the results of our services, and your satisfaction with any aspect of our organization. We will be asking for your input through surveys and we encourage you to provide us with your feedback. We also solicit feedback from families, other providers and agencies, and others in the community. If, at any time, you have any suggestions on how we can better serve you, please feel free to share your recommendations with us.
It is the policy of Sigma Center for Counseling to provide equal opportunity to all recipients of our services. This policy extends to employment services.
Our current facilities are not handicap accessible.
Sigma Center for Counseling is required by law to inform you of our policies and procedures regarding universal infection control. The purpose behind our policy is to minimize the risk of infection to both clients and staff, to establish procedures for collecting and reporting data, and to raise awareness regarding infection control. Our staff is trained in the prevention of HIV/AIDS, Hepatitis, TB and STDs. All clients receive HIV/AIDS awareness training. Our entire policy is available for review.
Clients are expected to wash their hands to prevent the spread of germs. Additionally, we ask that you notify our office if you have the flu, colds, etc. and are unable to attend scheduled appointments.
If you suspect that a child or elder or disabled individual is being abused or neglected, you should call the Department of Children and Families in the State of Florida. As you identify the appropriate agency for making a report, remember the following:
- Not every State has a toll free hotline, or the hotline may not operate on a 24 hour basis.
- If a toll free (800 or 888) number is available, it may be accessible only from within that State.
- Federal agencies have no authority to intervene in individual child abuse and neglect cases. Each State has jurisdiction over these matters, and has specific laws and procedures for reporting and investigating. In some States, all citizens are mandated reporters by State law and must report any suspicion of child abuse or neglect.
If you need to report suspected abuse in a State other than your own, please call:
Childhelp® USA National Child Abuse Hotline
1-800-4-A-CHILD®
(1-800-422-4453)
TDD: 1-800-2-A-CHILD
Childhelp® USA is a non-profit agency which can provide reporting numbers, and has Hotline counselors who can provide referrals.
Call 1-800- 96-ABUSE (800-962-2873) to report any abuse or neglect
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