Client Grievance Policy

Client Grievance Policy

Children’s Service Society strives to provide excellent customer services to all clients including caregivers and the children they are raising. Grievance procedures have been developed to assist clients in resolving problems. Clients will not be subject to intimidation or other negative treatment for initiating a grievance process.

Clients should attempt to resolve all grievances informally with the staff member. The formal review process should be used only when a client has not received satisfactory resolution of his/her problem through informal methods.

If the grievance cannot be resolved through discussion with the staff member, the client should speak with the program director (801-326-4390), or submit a Complaint/ Feedback form to:

Call: 801-355-7444 or Email

655 E 4500 S Suite 200 Salt Lake City UT 84107

  • Support Services Program Director will write a Plan of Action to resolve the issue or incident. The Plan of Action will be sent to the client within 30 days of receiving the written grievance. If the client does not respond within 30 days of receiving the Action Plan, Children’s Service Society will consider the incident or issue resolved.
  • If a client is not satisfied with the Plan of Action they may request in writing a meeting or phone call with the agency Executive Director. The client needs to provide an explanation about why the Plan of Action is not satisfactory.
  • If the complaint is regarding the Program Director, clients may contact the Children Service Society’s Executive Director.

Executive Director- Encarni Gallardo 801-326-4368 or Email:

655 E 4500 S Suite 200 Salt Lake City UT 84107

If a complaint is reviewed by the Executive Director, she/he may choose to submit the information to the Children’s Service Society’s Board of Directors. Their decision will be final and binding.

Client’s Responsibility

Clients should not discuss their grievance with any other Children’s Service Society staff member. The grievance should only be addressed to the staff member it concerns. If a client attempts to discuss the grievance with another staff member they will be immediately referred to the staff member or the program director. If a client does not wish to speak with the staff member they have a grievance against or program director no other staff member may discuss their grievance with the client.

Feedback Form

  • Please use this form to tell us about your experience/complaint.
  • Please, write clearly in dark ink.
  • Please, complete the entire form.
  • Please, make sure you include copies of documents if applicable.
Your Information:
Name:                                                            Phone Number:
Please check one:                  Feedback                           Complaint

Name of staff person involved:                                               Date:

Did you talk to the individual/s involved?
Briefly describe your experience: (Use reverse side if more space is needed)



 In signing this document I have no objection to the contents of this document being discussed with the person the comments are directed towards. The above experience is true and accurate to the best of my knowledge. I also understand that any false statements will invalidate any complaint.

Signature ____________________________  Date ____________________

Return to:  

Bacall Hincks, LCSW, Program Coordinator

655 E 4500 S Suite 200

Salt Lake City, Utah 84107

Email to: / Phone Number: 801-326-4390 / Fax Number: 801-355-7453 – Attn: Bacall Hincks

OFFICE USE ONLY Date Received  ___________________ Follow-Up Date___________________