All households served by agencies within the Greater Richmond Continuum of Care (GRCoC) have the right to file a complaint or grievance with any agency within the GRCoC homeless response system if they feel they have been:
• Unjustly denied service through not receiving a referral or being discharged/banned from the program.
• Received threats of harm or actual harm to their person or property within the GRCoC homeless response system.
All households must initially file a complaint or grievance through the agency’s formal process. The GRCoC grievance appeal process is only enacted when an agency has not followed or properly documented their own grievance policy. Clients are given a copy of the Grievance Policy and a Client Grievance Form when the grievance is identified.
Staff at GRCoC agencies, including Coordinated Entry System (CES) staff, should explain clients’ rights to them and how the grievance procedure works. If asked, staff members will help clients complete the form and file the grievance.
Endorsed by the SPP Committee, 3/1/24 and approved by GRCoC Board, 3/11/24, pg. 16 Operational Guideline
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