The Family Assistance and Parent Support Program

Complaint Process

The Family Assistance and Parent Support Program will incorporate procedures to deal with a variety of complaints in a fair, open and effective manner.  Specific procedures to handle complaints are outlined in the program administration procedure manual as well as the procedure manual for Family Coordinators. The following categories of complaints are addressed in the manual General Program Administration Procedures to be used by the organization adopting this program.

A complaints investigation team, appointed by the board of directors, will report directly to the Board of Directors on any complaint that has been submitted about anyone involved with the program.  Those who may be the subject of a complaint will not be involved in the complaint investigation process other than being questioned.  Should any complaint of a serious matter be made against any member of the Board of Directors, then that member will be required to step down from their position on the Board of Directors until such time as any complaint has been investigated.  This will help guarantee accountability throughout the process and ensure that those responsible for handling complaints work independently from others in the program.

The complaints review process will deal with any problem such as;

1.      Complaints by any parent or child about a Family Coordinator, professional or any other person who is part of the program.

2.      Complaints by any family assistance personnel against any other family assistance person (professional or Family Coordinator) within the program.

3.      Complaints by any family assistance personnel about any parent or child being assisted by the program.

Sept 13, 2000

This page is reprinted from "The Family Assistance and Parent Support Program" manual published by Family Conflict Resolution Services. For the latest version of the program manual contact the authors