Common use of Accountability and Grievance Process and Policies Clause in Contracts

Accountability and Grievance Process and Policies. In addition to providing input to the operation of the PROGRAM, the Community Advisory Board is also tasked with the on-going review of the CONTRACTOR’S ability to effectively administer its Operational Plan and Good Neighbor Policies. In the event that the Community Advisory Board finds concerns over the CONTRACTOR’s implementation of the program, the following processes and policies will be enacted to allow the CONTRACTOR to make corrective actions toward such grievances: • Once a grievance has been filed, CONTRACTOR and Advisory Board will create, at the meeting in which the grievance is filed, an action- plan to resolve the issues by the next regularly scheduled Advisory Board meeting; • At the next meeting, the action plan’s outcomes will be reviewed to determine if the issue has been resolved; • If the issue has not been resolved, but the CONTRACTOR has provided evidence of a good faith effort to follow the course of actions outlined on the plan, they will be given an additional 90- days to enact an alternative plan; • If the issue has not been resolved and the CONTRACTOR has not demonstrated or provided evidence of following the course of actions outlined in the plan, a formal complaint will be sent to the COUNTY for investigation and possible termination of the CONTRACT. The COUNTY shall have a plan for operation of the Year Round Emergency Shelter/Multi-Service Center if the CONTRACTOR is terminated by the COUNTY, including failure to enforce plan components such as Good Neighbor Policy, bed reservation requirements, no walk-up policy, etc. Additionally, law enforcement will have the ability to bring forward CONTRACTOR non-performance directly to the COUNTY.

Accountability and Grievance Process and Policies. In addition to providing input to the operation of the PROGRAMYear Round Emergency Shelter Program, the Community Advisory Board is also tasked with the on-going on‐going review of the CONTRACTOR’S Shelter Providers ability to effectively administer its Operational Plan and Good Neighbor Policies. In the event that the Community Advisory Board finds concerns over the CONTRACTORShelter Operator’s implementation of the program, the following processes and policies will be enacted to allow the CONTRACTOR Shelter Operator to make corrective actions toward such grievances: • Once a grievance has been filed, CONTRACTOR Shelter Operator and Advisory Board will create, at the meeting in which the grievance is filed, an action- plan action‐plan to resolve the issues by the next regularly scheduled Advisory Board meeting; • At the next meeting, the action plan’s outcomes will be reviewed to determine if the issue has been resolved; • If the issue has not been resolved, but the CONTRACTOR Shelter Operator has provided evidence of a good faith effort to follow the course of actions outlined on the plan, they will be given an additional 90- 90‐ days to enact an alternative plan; • If the issue has not been resolved and the CONTRACTOR Shelter Operator has not demonstrated or provided evidence of following the course of actions outlined in the plan, a formal complaint will be sent to the COUNTY County for investigation and possible termination of the CONTRACTShelter Operator Contract. Only the County shall have the ability to terminate or otherwise enforce the Shelter Operator Contract. The COUNTY County shall have a plan for operation of the Year Round Emergency Shelter/Multi-Service Center shelter if the CONTRACTOR shelter operator is terminated by the COUNTYCounty, including failure to enforce plan components such as Good Neighbor Policy, bed reservation requirements, no walk-up walk‐up policy, etc. Additionally, law enforcement will have the ability to bring forward CONTRACTOR non-performance operator non‐performance directly to the COUNTYCounty.

Accountability and Grievance Process and Policies. In addition to providing input to the operation of the PROGRAMYear Round Emergency Shelter Program, the Shelter Community Advisory Board Boards are is also tasked with the on-going review of the CONTRACTOR’S Shelter Providers ability to effectively administer its Operational Plan and Good Neighbor Policies. In the event that a the Shelter Community Advisory Board finds concerns over the CONTRACTORShelter Operator’s implementation of the program, the following processes and policies will be enacted to allow the CONTRACTOR Shelter Operator to make corrective actions toward such grievances: •  Once a grievance has been filed, CONTRACTOR Shelter Operator and Advisory Board will create, at the meeting in which the grievance is filed, an action- action-plan to resolve the issues by the next regularly scheduled Advisory Board meeting; •  At the next meeting, the action plan’s outcomes will be reviewed to determine if the issue has been resolved; •  If the issue has not been resolved, but the CONTRACTOR Shelter Operator has provided evidence of a good faith effort to follow the course of actions outlined on the plan, they will be given an additional 90- days to enact an alternative plan; •  If the issue has not been resolved and the CONTRACTOR Shelter Operator has not demonstrated or provided evidence of following the course of actions outlined in the plan, a formal complaint will be sent to the COUNTY County for investigation and possible termination of the CONTRACTShelter Operator Contract. Only the County shall have the ability to terminate or otherwise enforce the Shelter Operator Contract. The COUNTY County shall have a plan for operation of the Year Round Emergency Shelter/Multi-Service Center shelter if the CONTRACTOR shelter operator is terminated by the COUNTYCounty, including failure to enforce plan components such as Good Neighbor Policy, bed reservation requirements, no walk-up policy, etc. Additionally, law enforcement will have the ability to bring forward CONTRACTOR operator non-performance directly to the COUNTYCounty.

Accountability and Grievance Process and Policies. In addition to providing input to the operation of the PROGRAMProgram, the Community Advisory Board is also tasked with the on-going review of the CONTRACTOR’S Contractor’s ability to effectively administer its Operational Plan and Good Neighbor Policies. In the event that the Community Advisory Board finds County of Orange Page 17 of 24 Mercy House Living Centers, Inc. OC Community Resources FY 2019-20 Contract PS Contract #19-22-0037-PS Attachment A Redline concerns over the CONTRACTORContractor’s implementation of the program, the following processes and policies will willshall be enacted to allow the CONTRACTOR Contractor to make corrective actions toward such grievances: • Once a grievance has been filed, CONTRACTOR Contractor and Advisory Board will willshall create, at the meeting in which the grievance is filed, an action- action-plan to resolve the issues by the next regularly scheduled Advisory Board meeting; • At the next meeting, the action plan’s outcomes will willshall be reviewed to determine if the issue has been resolved; • If the issue has not been resolved, but the CONTRACTOR Contractor has provided evidence of a good faith effort to follow the course of actions outlined on the plan, they will willshall be given an additional 90- 90-days to enact an alternative plan; • If the issue has not been resolved and the CONTRACTOR Contractor has not demonstrated or provided evidence of following the course of actions outlined in the plan, a formal complaint will willshall be sent to the COUNTY County for investigation and possible termination of the CONTRACTContract. The COUNTY County shall have a plan for operation of the Year Round Emergency Shelter/Multi-Service Center if the CONTRACTOR Contractor is terminated by the COUNTYCounty, including failure to enforce plan components such as Good Neighbor Policy, bed reservation requirements, no walk-up policy, etc. Additionally, law enforcement will willshall have the ability to bring forward CONTRACTOR Contractor non-performance directly to the COUNTYCounty.

Accountability and Grievance Process and Policies. In addition to providing input to the operation of the PROGRAMYear Round Emergency Shelter Program, the Community Advisory Board is also tasked with the on-going on‐going review of the CONTRACTOR’S Shelter Providers ability to effectively administer its Operational Plan and Good Neighbor Policies. In the event that the Community Advisory Board finds concerns over the CONTRACTORShelter Operator’s implementation of the program, the following processes and policies will be enacted to allow the CONTRACTOR Shelter Operator to make corrective actions toward such grievances: • Attachment A-2  Once a grievance has been filed, CONTRACTOR Shelter Operator and Advisory Board will create, at the meeting in which the grievance is filed, an action- plan action‐plan to resolve the issues by the next regularly scheduled Advisory Board meeting; •  At the next meeting, the action plan’s outcomes will be reviewed to determine if the issue has been resolved; •  If the issue has not been resolved, but the CONTRACTOR Shelter Operator has provided evidence of a good faith effort to follow the course of actions outlined on the plan, they will be given an additional 90- 90‐ days to enact an alternative plan; •  If the issue has not been resolved and the CONTRACTOR Shelter Operator has not demonstrated or provided evidence of following the course of actions outlined in the plan, a formal complaint will be sent to the COUNTY County for investigation and possible termination of the CONTRACTShelter Operator Contract. Only the County shall have the ability to terminate or otherwise enforce the Shelter Operator Contract. The COUNTY County shall have a plan for operation of the Year Round Emergency Shelter/Multi-Service Center shelter if the CONTRACTOR shelter operator is terminated by the COUNTYCounty, including failure to enforce plan components such as Good Neighbor Policy, bed reservation requirements, no walk-up walk‐up policy, etc. Additionally, law enforcement will have the ability to bring forward CONTRACTOR non-performance operator non‐performance directly to the COUNTYCounty.