New Oakland Family Centers values all client feedback. To help collect feedback of all kinds, procedures have been developed for filing a complaint or a grievance. All complaints and grievances will be taken seriously and investigated, and best efforts will be made to resolve all complaints and grievances in a timely and satisfactory manner. All clients, and/or family members/guardians have the right to file a complaint and can do this without fear of retaliation. Procedures for filing a complaint/grievance are outlined below:

1. Complaints can be made informally by:
   • Speaking directly with any staff person at the site; or
   • By contacting the Quality Department by telephone

   Or formally (defined as in writing) by:

   • Completing the complaint/grievance form located in the lobby of each site and then placed in the locked box labeled complaints/grievances to be retrieved and reviewed by the Quality Department
   • Retrieving the complaint/grivance form from the New Oakland website (available via this link), completing the form and returning it to any New Oakland staff or lobby box
   • By submitting an online submission form through the Contact page on New Oakland’s website
   • Sending a written letter to the New Oakland Quality Department.
2. The staff member receiving the complaint is to do the following:
   • Work with the client to resolve the complaint or conflict;
   • If the staff member cannot resolve the complaint within his/her scope of responsibilities, they are to forward the complaint to their site supervisor/director
   • Any/all complaints can be forwarded to the Quality Department for review/investigation, and resolution
3. All informal and formal complaints will be addressed within 7 days upon receipt of complaint and best efforts will be made to resolve complaints and an outcome determined within 30 days from that time.
4. Any client dissatisfied with the determination made in the complaint resolution process has the right to appeal the decision and may do so by contacting the Director of Quality and Compliance who will investigate at the administrative level.
5. Clients may also file their complaint or an appeal with their respective counties (for CMH clients) or their insurance carrier (for non-CMH clients).
6. Any client or parent/guardian of a client receiving services from New Oakland Family Centers may file a grievance (for non-CMH clients) or a Rights Complaint (for CMH clients). The client may ask for assistance from New Oakland Family Centers staff. All Community Mental Health Clients should file a Rights Complaint by completing the Recipient Rights Complaint and putting it in the Rights Complaint box in the lobby or giving it directly to a New Oakland staff member.