Any caller/chat visitor who wishes to file a grievance with CONTACT the Crisis Line may do so by contacting the Executive Director by mail or telephone. The Executive Director will communicate to the caller/chat visitor that the grievance must be in writing. The Executive Director will be the liaison for the grievance process.

A grievance is defined as any action in which a caller/chat visitor believes they have been denied service, blocked from service without cause, or treated inappropriately.
All grievances shall be in writing and shall set forth all pertinent facts including:

1. The name and position of the person whose action is subject of the grievance if known;
2. The date of the action which is subject of the grievance;
3. A full description of the action which is the subject of the grievance:
4. Names of all witnesses; and
5. A statement of the remedy or adjustment sought.

The executive Director shall respond in writing within five (5) working days to all grievances received. If appropriate, the Executive Director may resolve the matter through mediation.

The Executive Director shall make a decision regarding the grievance and handle the matter in whatever way he/she determines appropriate according to guidelines set by the agency. The decision of the Executive Director in regard to grievances against personnel is final.

A caller/chat visitor grievance against the Executive Director will be made to the Chair or another member of the Board of Directors. The Board of Directors shall make a decision regarding the grievance and handle as deemed appropriate within the policy of the agency. The decision of the Board of Directors in regard to the grievances against the Executive Director is final.