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Client Grievance Policy and Procedure

​Policy Statement

SFMade is committed to providing high-quality services. Every participant has the right to raise concerns and receive a fair, prompt response. This procedure gives participants a clear path to resolve complaints. It applies to all participants and is made available at the start of services, on the SFMade website, and upon request.

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Who Can File

Any participant, or a person acting on their behalf with written consent, may file a grievance. There is no cost to file. Participants may continue to receive services while a grievance is under review.

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4.3 Contacts

Grievances may be directed to:

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First Point of Contact: (Chief of Programs) Paawan Kothari, paawan@sfmade.live

Escalation ( CEO): Joyce Shulman, joyce@sfmade.live

Final Appeal (Board of Directors): board@sfmade.live

 

ADA Coordinator

Paawan Kothari, paawan@sfmade.live

 

Procedure

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Step 1: Informal Resolution

Participants are encouraged, but not required, to first raise concerns directly with the SFMade staff member involved. Many issues resolve quickly through direct conversation. If the participant is not comfortable with this step, or if the issue is not resolved, they may proceed to Step 2.

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Step 2: Formal Grievance

The participant submits a written grievance to the Program Manager using the Client Grievance Form (Appendix A), by email, or by mail. Verbal grievances are accepted and will be documented by staff on the participant's behalf.

The grievance should describe:

  • What happened, including dates and individuals involved.

  • Why the participant believes the action or decision was unfair.

  • What outcome the participant is seeking.

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Step 3: Acknowledgment and Investigation

The Program Manager acknowledges receipt in writing within five (5) business days. The Program Manager investigates the grievance, which may include interviews, review of records, and consultation with other staff. The investigation is completed within twenty (20) business days of receipt.

The Program Manager issues a written decision to the participant within thirty (30) business days of receipt. The decision states the findings, the resolution, and the participant's right to appeal.

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Step 4: Appeal to the CEO

If the participant is not satisfied with the Step 3 decision, they may appeal in writing to the Interim CEO within ten (10) business days of receiving the decision. The Interim CEO reviews the case and issues a written decision within twenty (20) business days of receiving the appeal.

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Step 5: Final Appeal to the Board

If the participant is not satisfied with the Interim CEO's decision, they may submit a final written appeal to the Board of Directors at board@sfmade.live within ten (10) business days. The Board, or a committee designated by the Board, reviews the case and issues a final written decision within thirty (30) business days. The Board's decision is final.

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External Resources

Filing a grievance with SFMade does not limit a participant's right to pursue external remedies. Depending on the nature of the complaint, participants may contact:

  • The funder or grantor of the program in question.

  • The California Civil Rights Department (calcivilrights.ca.gov).

  • The U.S. Equal Employment Opportunity Commission (eeoc.gov).

  • Other agencies with jurisdiction over the complaint.

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