Lancaster County Youth Intervention Center

Policy #217

Subject: Grievance Policy

Date: 8-7-13
Date Revised: 6-6-17
Document Reference: Memos dated 8-7-13, 6-1-17, 6-6-17

To Whom Policy Applies:

All Youth Intervention Center Employees

Policy:
Grievances may be submitted whenever someone believes their specific rights have been violated. Completed
grievance forms are to be placed in one of the grievance boxes located in either the Detention Dining Room,
Shelter Vestibule, or Unit 5 Vestibule. Residents may ask for staff assistance with completing a grievance if
necessary.

The facility Director, Shelter Program Director, or PULSE/ETC Program Director will be responsible for
collecting any grievances from their program’s respective grievance box at a minimum of 3 times a week. The
facility Director, Shelter Program Director, or PULSE/ETC Program Director will review all grievances and
then disseminate them as necessary for resolution. Grievances regarding a supervisor will be handled by that
program’s director.

Allegations of any type of abuse or a violation of someone’s specific rights must be communicated to the
facility Director immediately for review/investigation. Violations of this nature will be handled as outlined in
Facility Policy #309 (Reportable Incident Reporting Guidelines) and required for submission into the HCSIS
reporting system.

All grievance forms will be returned upon review with the outcome of the grievance noted within 3 business
days of submission. Specifics of the outcome may not be included due to confidentiality and personnel
guidelines. Individuals may appeal the results of their grievance to the facility Director within 7 calendar days
of the date listed on their grievance response. Grievance forms are confidential.

The facility Director, Shelter Program Director, or PULSE/ETC Program Director will be responsible for
documenting and resolving parent/guardian grievances. Parents/guardians can lodge grievances via telephone,
email, mailed correspondence, may request a Grievance Form from any facility employee, or contact the
Lancaster County Commissioner’s Office directly. All completed documentation regarding the grievance will
be kept in the resident’s legal file.

All medical grievances will be submitted to the Shelter Program Director who will review the grievance and
then forward it to the facility’s Health Services Administrator for resolution and discussion.

All food serves related grievance will be submitted to the Business Administrator who will review the grievance
and then forward it to the facility’s Food Service Manager for resolution and discussion.

Any grievances related to the educational program, volunteers, or resident programing in general will be
submitted to the Program Coordinator who will review the grievance and then meeting with the respective party
for resolution and discussion.

Staff are also encouraged to utilize the Detention/Security Shift Comment System as outlined in Facility Policy
#214.

Approved by: