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Complaints/Grievance Procedures

Housing & Shelter
YWCA Madison / Complaints/Grievance Procedures

No matter how hard everyone tries, problems do arise and we need to have ways of handling them. If you have a complaint about a staff member, a decision made by a staff member, or a complaint regarding discrimination in service delivery, write it down and give it to the department supervisor. Front desk staff can help you identify who that supervisor is. If preferred, the complaint can be given verbally to the supervisor. The supervisor will investigate the complaint by discussing the situation with you, the staff member involved, and any other parties involved. The supervisor will notify you of their decision. The Equal Opportunity Officer can be contacted in the event that a satisfactory resolution has not been achieved. In conjunction with the Chief Executive Officer, The Equal Opportunity Officer will investigate the matter and make a decision as to how it will be resolved. Decisions of the Equal Opportunity Officer or the Chief Executive Officer will be final.

If you have a problem or a complaint about another resident, we strongly encourage you to make an attempt to resolve the problem with that person directly. If the problem cannot be resolved directly or you do not feel comfortable confronting the person involved, contact the front desk and file an incident report. The appropriate staff member will investigate the situation and attempt to resolve it. If you are unhappy with the outcome, you can submit your concerns in writing to the department supervisor and/or department director. If the complaint cannot be resolved by a supervisor/director, the Equal Opportunity Officer (in conjunction with the Chief Executive Officer) will investigate the situation and make a decision on how it will be resolved. Decisions of the Equal Opportunity Officer or the Chief Executive Officer will be final.