Grievance Policy
At Thrive! Family Recovery Resources (Thrive), we encourage service recipients to voice their concerns or grievances if they believe their rights have been violated. Our goal is to address these concerns in a structured, fair, and equitable manner, ensuring a resolution through due process.
Procedure
Thrive’s grievance procedure offers a clear path for individuals seeking or receiving services, including peer support services, to bring forward a grievance and achieve a timely resolution. Thrive strictly prohibits any form of retaliation against those who file a grievance. A grievance is defined as any situation or condition that a service recipient feels is unfair, unjust, or inequitable. If a service recipient expresses the desire to file a grievance, the grievance should be recorded and addressed. Under this Grievance Procedure, grievances should be submitted as follows:
1. Discuss with Thrive Staff: If you have a grievance, you may first discuss your concern with a Thrive staff member. If a resolution cannot be reached, you may proceed to the next step.
2. File a Formal Grievance: Formal grievances should be filed with the Executive Director. You may also choose to file a grievance without prior discussion.
3. Resolution Meeting: The Executive Director will meet with the grievant, and/or their representatives, promptly after the grievance is filed. This meeting will explore potential resolutions, which may include changes in service providers, adjustments to programming schedules, or modifications to the service environment.
4. Written Response: Thrive will issue a formal written response to the grievant and/or their designated representatives within five business days, excluding weekends and holidays.
Accessing Grievance Forms
Grievance forms are available through the following channels:
1. Request from Thrive Staff: You can request a grievance form from any Thrive staff member.
2. Phone or Email: Call 612-464-8182 or email business@thrivefrr.org to request a form.
3. Website: Access the form on our website by clicking here
Appealing a Written Response to a Grievance
If the grievant is dissatisfied with the written response, they may appeal the decision to the Executive Director within five business days, excluding weekends and holidays. The Executive Director will provide a formal written response within five business days, excluding weekends and holidays.
If the grievant remains unsatisfied, the matter will be escalated to The Minnesota Alliance of Recovery Community Organizations (MARCO) or other relevant organizations that can serve as advocates for the person involved.
Grievances related to specific staff members will be addressed according to personnel policies and contract provisions. Disciplinary actions and findings related to employee misconduct will adhere to these rules.
Grievance Log
Thrive will maintain a confidential Grievance Log detailing the nature of each complaint, relevant investigation information, and the outcome. The Executive Director will review this log to identify trends and implement performance improvement activities as necessary.
Rights to Report
Any service recipient or their guardian/family member has the right to report any alleged incident of exploitation, humiliation, or suspected retaliation.
