Grievances and Complaints. Adopting Parents may appeal the clinical decisions of professional Xxxxxx staff and also file a complaint concerning violations of the Hague Convention as provided below. 3.5.1 Appeal of Professional Staff Decisions (Clinical Decisions): (a) Applicants who have (i) been accepted for home study and thereafter have had the home study process discontinued by professional staff decision, or (ii) adopted a child from Xxxxxx and been refused an application to adopt another child, have the right to appeal that decision through Xxxxxx’x grievance process. (b) Xxxxxx shall give applicants who fall under Article 3.5.1(a)(i)or 3.5.1(a)(ii) written notice and explanation of that decision, as well as an explanation of the appeal process, by professional Xxxxxx staff. (c) All applicants who are in either situation (a)(i) or (a)(ii) above, and who wish to appeal a staff decision, may meet with the Executive Director to discuss their concerns. The Executive Director has the responsibility to reevaluate each situation and notify applicants and the staff regarding the future course of action. (d) Applicants who wish to appeal the Executive Director’s decision may petition the Licensing Board of the appropriate jurisdiction. (e) If applicants are disputing an Executive Director’s decision that may be considered “non- clinical” concerning 1) any services or activities of Xxxxxx that require the Executive Director’s review, and 2) issues related to compliance with the Hague Convention (including Xxxxxx’x use of supervised providers) or the regulations implementing the Intercountry Adoption Act of 2000 (IAA), applicants will follow the procedures for registering complaints as outlined below in Article 3.5.2. 3.5.2 Review of Non-Clinical Decisions (a) Xxxxxx encourages birth parents, adoptive parents, prospective adoptive parents, and adopted persons to bring to Xxxxxx’x attention complaints concerning: 1) services or activities of the Agency that require review by Xxxxxx’x management; and 2) issues related to compliance with the Hague Convention (including its use of supervised providers), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA). (b) Each complaint must be in writing, signed, and dated and sent to the attention of the Executive Director of The Xxxxxx Adoption Foundation. (c) Each complaint must identify the service in question or the nature of the Hague Convention violation, the date or timeframe of the service or violation, and the expected resolution. (d) Xxxxxx shall send a letter acknowledging receipt of the complaint, and the Executive Director shall respond in writing to all written complaints within thirty (30) days of receipt, giving priority and expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud. (e) If the complainant is not satisfied with the resolution of the complaint from the Executive Director, the complainant may lodge the complaint directly with Xxxxxx’x Board of Trustees, Xxxxxx’x accreditation authority, or with the Secretary of the U.S. Department of State (“Secretary”). If the complaint is lodged with Xxxxxx’x Board of Directors, the Executive Committee of the Board will review the complaint and respond in writing within thirty days of receipt, giving expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud. Furthermore, Xxxxxx shall comply promptly with any requests by accreditation authorities or the Secretary to view complaint records. Xxxxxx maintains a written record of each complaint received pursuant to section 3.5 of this Agreement and to the Hague regulations and the steps taken to investigate and respond to it and makes this record available to the accrediting entity or the U.S. Department of State upon request, and as required by applicable Hague regulations. (f) If dissatisfied with Xxxxxx’x resolution, the complainant may submit a complaint to the Intercountry Adoption Complaint Registry online (xxxxx://xxxxxx.xxxxx.xxx/content/travel/en/Intercountry- Adoption/about-adoption-service-providers/hague-complaint-registry.html) or by mail at the address below. U.S. Department of State Bureau of Consular Affairs Office of Children’s Issues, Adoption Xxxx XX-00, Xxxxx 00 Xxxxxxxxxx, XX 00000-0000 (g) Xxxxxx provides to the accrediting entity and the U.S. Department of State, on a semi-annual basis, a summary of all complaints received pursuant to 22 CFR 96.4 (b) of this section during the preceding six months (including the number of complaints received and how each complaint was resolved) and an assessment of any discernible patterns in complaints received against the agency or person pursuant to 22 CFR (h) 96.41(b) of this section, along with information about what systemic changes, if any, were made or are planned by the agency or person in response to such patterns. (i) Xxxxxx does not take any action to discourage a client or prospective client from, or retaliate against a client or prospective client for: making a complaint; expressing a grievance; providing information in writing or interviews to an accrediting entity on the agency's or person's performance; or questioning the conduct of or expressing an opinion about the performance of an agency or person. (j) Xxxxxx shall have a quality improvement program appropriate to its size and circumstances through which it makes systematic efforts to improve its adoption services as needed. The agency or person uses quality improvement methods such as reviewing complaint data, using client satisfaction surveys, or comparing the agency's or person's practices and performance against the data contained in annual reports from the U.S. Department of State to Congress on intercountry adoptions.
Appears in 1 contract
Samples: Adoption Services Agreement
Grievances and Complaints. Adopting Parents Applicants may appeal the clinical decisions of professional Xxxxxx staff and also file a complaint concerning violations of the Hague Convention as provided below.
3.5.1 Appeal Review of Professional Staff Decisions (Clinical Decisions):
(a) Applicants who have (i) been accepted for home study and thereafter have had the home study process discontinued by professional staff decision, or (ii) adopted a child from Xxxxxx the Agency and been refused an application to adopt another child, have the right to appeal that decision through Xxxxxx’x grievance processdecision.
(b) Xxxxxx shall give applicants who fall under Article 3.5.1(a)(i)or 3.5.1(a)(i) or 3.5.1(a)(ii) written notice and explanation of that decision, as well as an explanation of the appeal process, by professional Xxxxxx staff.
(c) All applicants who are in either situation (a)(i) or (a)(ii) above, and who wish to appeal a staff decision, may meet with the Executive Director to discuss their concerns. The Executive Director has the responsibility to reevaluate each situation and notify applicants the applicant(s) and the staff regarding the future course of action.
(d) Applicants who wish to appeal the Executive Director’s decision may petition the Licensing Board of the appropriate jurisdiction.
(e) If applicants are disputing an Executive Director’s decision that may be considered “non- clinical” concerning 1) any services or activities of Xxxxxx the Agency that require the Executive Director’s review, and 2) issues related to compliance with the Hague Convention (including Xxxxxx’x the Agency’s use of supervised providers) ), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA), applicants the applicant will follow the procedures for registering complaints as outlined below in Article 3.5.2.
3.5.2 Review of Non-Clinical Decisions
(a) Xxxxxx encourages birth parents, adoptive parents, prospective adoptive parents, and adopted persons to bring to Xxxxxx’x the Agency’s attention complaints concerning: 1) services or activities of the Agency that require review by Xxxxxx’x managementthe Agency’s management review; and 2) issues related to compliance with the Hague Convention (including its use of supervised providers), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA).
(b) Each complaint must be in writing, signed, and dated and sent to the attention of the Executive Director of The Xxxxxx Adoption Foundation.
(c) Each complaint must identify the service in question or the nature of the Hague Convention violation, the date or timeframe of the service or violation, and the expected resolution.
(d) Xxxxxx The Agency shall send a letter acknowledging receipt of the complaint, and the Executive Director shall respond in writing to all written complaints within thirty (30) 30 days of receipt, giving priority and expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud.
(e) If the complainant is not satisfied with the resolution of the complaint from the Executive Director, the complainant may lodge the complaint directly with Xxxxxx’x the Agency’s Board of TrusteesDirectors, Xxxxxx’x the Agency’s accreditation authority, or with the Secretary of the U.S. Department of State (“Secretary”). If the complaint is lodged with Xxxxxx’x the Agency’s Board of Directors, the Executive Committee of the Board will review the complaint and respond in writing within thirty days of receipt, giving expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud. Furthermore, Xxxxxx the Agency shall comply promptly with any requests by accreditation authorities or the Secretary to view complaint records. Xxxxxx maintains a written record of each complaint received pursuant to section 3.5 of this Agreement and to the Hague regulations and the steps taken to investigate and respond to it and makes this record available to the accrediting entity or the U.S. Department of State upon request, and as required by applicable Hague regulations.
(f) If dissatisfied with Xxxxxx’x resolution, the complainant may submit a complaint to the Intercountry Adoption Complaint Registry online (xxxxx://xxxxxx.xxxxx.xxx/content/travel/en/Intercountry- Adoption/about-adoption-service-providers/hague-complaint-registry.html) or by mail at the address below. : U.S. Department of State Bureau of Consular Affairs Office of Children’s Issues, Adoption Xxxx XX-00, Xxxxx 00 Xxxxxxxxxx, XX 00000-0000
(g) Xxxxxx provides to the accrediting entity and the U.S. Department of State, on a semi-annual basis, a summary of all complaints received pursuant to 22 CFR 96.4 (b96.41(b) of this section during the preceding six months (including the number of complaints received and how each complaint was resolved) and an assessment of any discernible patterns in complaints received against the agency or person pursuant to 22 CFR (h) 96.41(b) of this section), along with information about what systemic changes, if any, were made or are planned by the agency or person in response to such patterns.
(ih) Xxxxxx does not take any action to discourage a client or prospective client from, or retaliate against a client or prospective client for: making a complaint; expressing a grievance; providing information in writing or interviews to an accrediting entity on the agency's or person's performance; or questioning the conduct of or expressing an opinion about the performance of an agency or person.
(ji) Xxxxxx shall have a quality improvement program appropriate to its size and circumstances through which it makes systematic efforts to improve its adoption services as needed. The agency or person uses quality improvement methods such as reviewing complaint data, using client satisfaction surveys, or comparing the agency's or person's practices and performance against the data contained in annual reports from the U.S. Department of State to Congress on intercountry adoptions. See also Complaint Supplement.
Appears in 1 contract
Samples: Adoption Services Agreement
Grievances and Complaints. Adopting Parents Applicants may appeal the clinical decisions of professional Xxxxxx staff and also file a complaint concerning violations of the Hague Convention as provided below.
3.5.1 Appeal Review of Professional Staff Decisions (Clinical Decisions):
(a) Applicants who have (i) been accepted for home study and thereafter have had the home study process discontinued by professional staff decision, or (ii) adopted a child from Xxxxxx the Agency and been refused an application to adopt another child, have the right to appeal that decision through Xxxxxx’x grievance processdecision.
(b) Xxxxxx shall give applicants who fall under Article 3.5.1(a)(i)or 3.5.1(a)(i) or 3.5.1(a)(ii) written notice and explanation of that decision, as well as an explanation of the appeal process, by professional Xxxxxx staff.
(c) All applicants who are in either situation (a)(i) or (a)(ii) above, and who wish to appeal a staff decision, may meet with the Executive Director to discuss their concerns. The Executive Director has the responsibility to reevaluate each situation and notify applicants the applicant(s) and the staff regarding the future course of action.
(d) Applicants who wish to appeal the Executive Director’s decision may petition the Licensing Board of the appropriate jurisdiction.
(e) If applicants are disputing an Executive Director’s decision that may be considered “non- clinical” concerning 1) any services or activities of Xxxxxx the Agency that require the Executive Director’s review, and 2) issues related to compliance with the Hague Convention (including Xxxxxx’x the Agency’s use of supervised providers) ), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA), applicants the applicant will follow the procedures for registering complaints as outlined below in Article 3.5.2.
3.5.2 Review of Non-Clinical Decisions
(ax) Xxxxxx encourages birth parents, adoptive parents, prospective adoptive parents, and adopted persons to bring to Xxxxxx’x the Agency’s attention complaints concerning: 1) services or activities of the Agency that require review by Xxxxxx’x managementthe Agency’s management review; and 2) issues related to compliance with the Hague Convention (including its use of supervised providers), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA).
(b) Each complaint must be in writingwriting (preferably using the Agency’s Complaint Form), signed, and dated and sent to the attention of the Executive Director of The Xxxxxx Adoption Foundation.
(c) Each complaint must identify the service in question or the nature of the Hague Convention violation, the date or timeframe of the service or violation, and the expected resolution.
(d) Xxxxxx The Agency shall send a letter acknowledging receipt of the complaint, and the Executive Director shall respond in writing to all written complaints within thirty (30) 30 days of receipt, giving priority and expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud.
(e) If the complainant is not satisfied with the resolution of the complaint from the Executive Director, the complainant may lodge the complaint directly with Xxxxxx’x the Agency’s Board of TrusteesDirectors, Xxxxxx’x the Agency’s accreditation authority, or with the Secretary of the U.S. Department of State (“Secretary”). If the complaint is lodged with Xxxxxx’x the Agency’s Board of Directors, the Executive Committee of the Board will review the complaint and respond in writing within thirty days of receipt, giving expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud. Furthermore, Xxxxxx the Agency shall comply promptly with any requests by accreditation authorities or the Secretary to view complaint records. Xxxxxx maintains a written record of each complaint received pursuant to section 3.5 of this Agreement and to the Hague regulations and the steps taken to investigate and respond to it and makes this record available to the accrediting entity or the U.S. Department of State upon request, and as required by applicable Hague regulations.
(f) If dissatisfied with Xxxxxx’x resolution, the complainant may submit a complaint to the Intercountry Adoption Complaint Registry online (xxxxx://xxxxxx.xxxxx.xxx/content/travel/en/Intercountry- Adoption/about-adoption-service-providers/hague-complaint-registry.html) or by mail at the address below. : U.S. Department of State Bureau of Consular Affairs Office of Children’s Issues, Adoption Xxxx XX-00Unit SA-17, Xxxxx 00 XxxxxxxxxxFloor 09 Washington, XX 00000DC 20522-00001709
(g) Xxxxxx provides to the accrediting entity and the U.S. Department of State, on a semi-annual basis, a summary of all complaints received pursuant to 22 CFR 96.4 (b96.41(b) of this section during the preceding six months (including the number of complaints received and how each complaint was resolved) and an assessment of any discernible patterns in complaints received against the agency or person pursuant to 22 CFR (h) 96.41(b) of this section), along with information about what systemic changes, if any, were made or are planned by the agency or person in response to such patterns.
(ih) Xxxxxx does not take any action to discourage a client or prospective client from, or retaliate against a client or prospective client for: making a complaint; expressing a grievance; providing information in writing or interviews to an accrediting entity on the agency's or person's performance; or questioning the conduct of or expressing an opinion about the performance of an agency or person.
(ji) Xxxxxx Barker shall have a quality improvement program appropriate to its size and circumstances through which it makes systematic efforts to improve its adoption services as needed. The agency or person uses quality improvement methods such as reviewing complaint data, using client satisfaction surveys, or comparing the agency's or person's practices and performance against the data contained in annual reports from the U.S. Department of State to Congress on intercountry adoptions.
Appears in 1 contract
Samples: Adoption Services Agreement
Grievances and Complaints. Adopting Parents may appeal the clinical decisions of professional Xxxxxx staff and also file a complaint concerning violations of the Hague Convention as provided below.
3.5.1 Appeal of Professional Staff Decisions (Clinical Decisions):
(a) Applicants who have (i) been accepted for home study and thereafter have had the home study process discontinued by professional staff decision, or (ii) adopted a child from Xxxxxx and been refused an application to adopt another child, have the right to appeal that decision through Xxxxxx’x grievance process.
(b) Xxxxxx shall give applicants who fall under Article 3.5.1(a)(i)or 3.5.1(a)(ii) written notice and explanation of that decision, as well as an explanation of the appeal process, by professional Xxxxxx staff.
(c) All applicants who are in either situation (a)(i) or (a)(ii) above, and who wish to appeal a staff decision, may meet with the Executive Director to discuss their concerns. The Executive Director has the responsibility to reevaluate each situation and notify applicants and the staff regarding the future course of action.
(d) Applicants who wish to appeal the Executive Director’s decision may petition the Licensing Board of the appropriate jurisdiction.
(e) If applicants are disputing an Executive Director’s decision that may be considered “non- clinical” concerning 1) any services or activities of Xxxxxx that require the Executive Director’s review, and 2) issues related to compliance with the Hague Convention (including Xxxxxx’x use of supervised providers) or the regulations implementing the Intercountry Adoption Act of 2000 (IAA), applicants will follow the procedures for registering complaints as outlined below in Article 3.5.2.
3.5.2 Review of Non-Clinical Decisions
(a) Xxxxxx encourages birth parents, adoptive parents, prospective adoptive parents, and adopted persons to bring to Xxxxxx’x attention complaints concerning: 1) services or activities of the Agency that require review by Xxxxxx’x management; and 2) issues related to compliance with the Hague Convention (including its use of supervised providers), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA).
(b) Each complaint must be in writing, signed, and dated and sent to the attention of the Executive Director of The Xxxxxx Adoption Foundation.
(c) Each complaint must identify the service in question or the nature of the Hague Convention violation, the date or timeframe of the service or violation, and the expected resolution.
(d) Xxxxxx shall send a letter acknowledging receipt of the complaint, and the Executive Director shall respond in writing to all written complaints within thirty (30) days of receipt, giving priority and expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud.
(e) If the complainant is not satisfied with the resolution of the complaint from the Executive Director, the complainant may lodge the complaint directly with Xxxxxx’x Board of Trustees, Xxxxxx’x accreditation authority, or with the Secretary of the U.S. Department of State (“Secretary”). If the complaint is lodged with Xxxxxx’x Board of Directors, the Executive Committee of the Board will review the complaint and respond in writing within thirty days of receipt, giving expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud. Furthermore, Xxxxxx shall comply promptly with any requests by accreditation authorities or the Secretary to view complaint records. Xxxxxx maintains a written record of each complaint received pursuant to section 3.5 of this Agreement and to the Hague regulations and the steps taken to investigate and respond to it and makes this record available to the accrediting entity or the U.S. Department of State upon request, and as required by applicable Hague regulations.
(f) If dissatisfied with Xxxxxx’x resolution, the complainant may submit a complaint to the Intercountry Adoption Complaint Registry online (xxxxx://xxxxxx.xxxxx.xxx/content/travel/en/Intercountry- Adoption/about-adoption-service-providers/hague-complaint-registry.html) or by mail at the address below. U.S. Department of State Bureau of Consular Affairs Office of Children’s Issues, Adoption Xxxx XX-00, Xxxxx 00 Xxxxxxxxxx, XX 00000-0000
(g) Xxxxxx provides to the accrediting entity and the U.S. Department of State, on a semi-annual basis, a summary of all complaints received pursuant to 22 CFR 96.4 (b) of this section during the preceding six months (including the number of complaints received and how each complaint was resolved) and an assessment of any discernible patterns in complaints received against the agency or person pursuant to 22 CFR (h) 96.41(b) of this section, along with information about what systemic changes, if any, were made or are planned by the agency or person in response to such patterns.
(i) Xxxxxx does not take any action to discourage a client or prospective client from, or retaliate against a client or prospective client for: making a complaint; expressing a grievance; providing information in writing or interviews to an accrediting entity on the agency's or person's performance; or questioning the conduct of or expressing an opinion about the performance of an agency or person.
(j) Xxxxxx shall have a quality improvement program appropriate to its size and circumstances through which it makes systematic efforts to improve its adoption services as needed. The agency or person uses quality improvement methods such as reviewing complaint data, using client satisfaction surveys, or comparing the agency's or person's practices and performance against the data contained in annual reports from the U.S. Department of State to Congress on intercountry adoptions. See also Complaint Supplement.
Appears in 1 contract
Samples: Adoption Services Agreement
Grievances and Complaints. Adopting Parents may appeal the clinical decisions of professional Xxxxxx staff and also file a complaint concerning violations of the Hague Convention as provided below.
3.5.1 Appeal of Professional Staff Decisions (Clinical Decisions):
(a) Applicants who have (i) been accepted for home study and thereafter have had the home study process discontinued by professional staff decision, or (ii) adopted a child from Xxxxxx and been refused an application to adopt another child, have the right to appeal that decision through Xxxxxx’x grievance process.
(b) Xxxxxx shall give applicants who fall under Article 3.5.1(a)(i)or 3.5.1(a)(ii) written notice and explanation of that decision, as well as an explanation of the appeal process, by professional Xxxxxx staff.
(c) All applicants who are in either situation (a)(i) or (a)(ii) above, and who wish to appeal a staff decision, may meet with the Executive Director to discuss their concerns. The Executive Director has the responsibility to reevaluate each situation and notify applicants and the staff regarding the future course of action.
(d) Applicants who wish to appeal the Executive Director’s decision may petition the Licensing Board of the appropriate jurisdiction.
(e) If applicants are disputing an Executive Director’s decision that may be considered “non- non-clinical” concerning 1) any services or activities of Xxxxxx that require the Executive Director’s review, and 2) issues related to compliance with the Hague Convention (including Xxxxxx’x use of supervised providers) or the regulations implementing the Intercountry Adoption Act of 2000 (IAA), applicants will follow the procedures for registering complaints as outlined below in Article 3.5.2.
3.5.2 Review of Non-Clinical Decisions
(a) Xxxxxx encourages birth parents, adoptive parents, prospective adoptive parents, and adopted persons to bring to Xxxxxx’x attention complaints concerning: 1) services or activities of the Agency that require review by Xxxxxx’x management; and 2) issues related to compliance with the Hague Convention (including its use of supervised providers), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA).
(b) Each complaint must be in writingwriting (preferably using the Agency’s Complaint Form), signed, and dated and sent to the attention of the Executive Director of The Xxxxxx Adoption Foundation.
(c) Each complaint must identify the service in question or the nature of the Hague Convention violation, the date or timeframe of the service or violation, and the expected resolution.
(d) Xxxxxx shall send a letter acknowledging receipt of the complaint, and the Executive Director shall respond in writing to all written complaints within thirty (30) days of receipt, giving priority and expedited review, as appropriate, to matters that are time-time- sensitive or involve allegations of fraud.
(e) If the complainant is not satisfied with the resolution of the complaint from the Executive Director, the complainant may lodge the complaint directly with Xxxxxx’x Board of Trustees, Xxxxxx’x accreditation authority, or with the Secretary of the U.S. Department of State (“Secretary”). If the complaint is lodged with Xxxxxx’x Board of Directors, the Executive Committee of the Board will review the complaint and respond in writing within thirty days of receipt, giving expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud. Furthermore, Xxxxxx shall comply promptly with any requests by accreditation authorities or the Secretary to view complaint records. Xxxxxx maintains a written record of each complaint received pursuant to section 3.5 of this Agreement and to the Hague regulations and the steps taken to investigate and respond to it and makes this record available to the accrediting entity or the U.S. Department of State upon request, and as required by applicable Hague regulations.
(f) If dissatisfied with Xxxxxx’x resolution, the complainant may submit a complaint to the Intercountry Adoption Complaint Registry online (xxxxx://xxxxxx.xxxxx.xxx/content/travel/en/Intercountry- Adoption/about-adoption-service-providers/hague-complaint-registry.html) or by mail at the address below. U.S. Department of State Bureau of Consular Affairs Office of Children’s Issues, Adoption Xxxx XX-00, Xxxxx 00 Xxxxxxxxxx, XX 00000-0000
(g) Xxxxxx provides to the accrediting entity and the U.S. Department of State, on a semi-annual basis, a summary of all complaints received pursuant to 22 CFR 96.4 (b) of this section during the preceding six months (including the number of complaints received and how each complaint was resolved) and an assessment of any discernible patterns in complaints received against the agency or person pursuant to 22 CFR (h) 96.41(b) of this section, along with information about what systemic changes, if any, were made or are planned by the agency or person in response to such patterns.
(i) Xxxxxx does not take any action to discourage a client or prospective client from, or retaliate against a client or prospective client for: making a complaint; expressing a grievance; providing information in writing or interviews to an accrediting entity on the agency's or person's performance; or questioning the conduct of or expressing an opinion about the performance of an agency or person.
(j) Xxxxxx shall have a quality improvement program appropriate to its size and circumstances through which it makes systematic efforts to improve its adoption services as needed. The agency or person uses quality improvement methods such as reviewing complaint data, using client satisfaction surveys, or comparing the agency's or person's practices and performance against the data contained in annual reports from the U.S. Department of State to Congress on intercountry adoptions.
Appears in 1 contract
Samples: Service Plan & Agreement
Grievances and Complaints. Adopting Parents may appeal the clinical decisions of professional Xxxxxx staff and also file a complaint concerning violations of the Hague Convention as provided below.
3.5.1 Appeal of Professional Staff Decisions (Clinical Decisions):
(a) Applicants who have (i) been accepted for home study and thereafter have had the home study process discontinued by professional staff decision, or (ii) adopted a child from Xxxxxx and been refused an application to adopt another child, have the right to appeal that decision through Xxxxxx’x grievance process.
(b) Xxxxxx shall give applicants who fall under Article 3.5.1(a)(i)or 3.5.1(a)(ii) written notice and explanation of that decision, as well as an explanation of the appeal process, by professional Xxxxxx staff.
(c) All applicants who are in either situation (a)(i) or (a)(ii) above, and who wish to appeal a staff decision, may meet with the Executive Director to discuss their concerns. The Executive Director has the responsibility to reevaluate each situation and notify applicants and the staff regarding the future course of action.
(d) Applicants who wish to appeal the Executive Director’s decision may petition the Licensing Board of the appropriate jurisdiction.
(e) If applicants are disputing an Executive Director’s decision that may be considered “non- clinical” concerning 1) any services or activities of Xxxxxx that require the Executive Director’s review, and 2) issues related to compliance with the Hague Convention (including Xxxxxx’x use of supervised providers) or the regulations implementing the Intercountry Adoption Act of 2000 (IAA), applicants will follow the procedures for registering complaints as outlined below in Article 3.5.2.
3.5.2 Review of Non-Clinical Decisions
(a) Xxxxxx encourages birth parents, adoptive parents, prospective adoptive parents, and adopted persons to bring to Xxxxxx’x attention complaints concerning: 1) services or activities of the Agency that require review by Xxxxxx’x management; and 2) issues related to compliance with the Hague Convention (including its use of supervised providers), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA).
(b) Each complaint must be in writingwriting (preferably using the Agency’s Complaint Form), signed, and dated and sent to the attention of the Executive Director of The Xxxxxx Adoption Foundation.
(c) Each complaint must identify the service in question or the nature of the Hague Convention violation, the date or timeframe of the service or violation, and the expected resolution.
(d) Xxxxxx shall send a letter acknowledging receipt of the complaint, and the Executive Director shall respond in writing to all written complaints within thirty (30) days of receipt, giving priority and expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud.
(e) If the complainant is not satisfied with the resolution of the complaint from the Executive Director, the complainant may lodge the complaint directly with Xxxxxx’x Board of Trustees, Xxxxxx’x accreditation authority, or with the Secretary of the U.S. Department of State (“Secretary”). If the complaint is lodged with Xxxxxx’x Board of Directors, the Executive Committee of the Board will review the complaint and respond in writing within thirty days of receipt, giving expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud. Furthermore, Xxxxxx shall comply promptly with any requests by accreditation authorities or the Secretary to view complaint records. Xxxxxx maintains a written record of each complaint received pursuant to section 3.5 of this Agreement and to the Hague regulations and the steps taken to investigate and respond to it and makes this record available to the accrediting entity or the U.S. Department of State upon request, and as required by applicable Hague regulations.
(f) If dissatisfied with Xxxxxx’x resolution, the complainant may submit a complaint to the Intercountry Adoption Complaint Registry online (xxxxx://xxxxxx.xxxxx.xxx/content/travel/en/Intercountry- Adoption/about-adoption-service-providers/hague-complaint-registry.html) or by mail at the address below. U.S. Department of State Bureau of Consular Affairs Office of Children’s Issues, Adoption Xxxx XX-00, Xxxxx 00 Xxxxxxxxxx, XX 00000-0000
(g) Xxxxxx provides to the accrediting entity and the U.S. Department of State, on a semi-annual basis, a summary of all complaints received pursuant to 22 CFR 96.4 (b) of this section during the preceding six months (including the number of complaints received and how each complaint was resolved) and an assessment of any discernible patterns in complaints received against the agency or person pursuant to 22 CFR (h) 96.41(b) of this section, along with information about what systemic changes, if any, were made or are planned by the agency or person in response to such patterns.
(i) Xxxxxx does not take any action to discourage a client or prospective client from, or retaliate against a client or prospective client for: making a complaint; expressing a grievance; providing information in writing or interviews to an accrediting entity on the agency's or person's performance; or questioning the conduct of or expressing an opinion about the performance of an agency or person.
(j) Xxxxxx shall have a quality improvement program appropriate to its size and circumstances through which it makes systematic efforts to improve its adoption services as needed. The agency or person uses quality improvement methods such as reviewing complaint data, using client satisfaction surveys, or comparing the agency's or person's practices and performance against the data contained in annual reports from the U.S. Department of State to Congress on intercountry adoptions.
Appears in 1 contract
Samples: Adoption Services Agreement
Grievances and Complaints. Adopting Parents may appeal the clinical decisions of professional Xxxxxx staff and also file a complaint concerning violations of the Hague Convention as provided below.
3.5.1 Appeal of Professional Staff Decisions (Clinical Decisions):
(a) Applicants who have (i) been accepted for home study and thereafter have had the home study process discontinued by professional staff decision, or (ii) adopted a child from Xxxxxx and been refused an application to adopt another child, have the right to appeal that decision through Xxxxxx’x grievance process.
(b) Xxxxxx shall give applicants who fall under Article 3.5.1(a)(i)or 3.5.1(a)(ii) written notice and explanation of that decision, as well as an explanation of the appeal process, by professional Xxxxxx staff.
(c) All applicants who are in either situation (a)(i) or (a)(ii) above, and who wish to appeal a staff decision, may meet with the Executive Director to discuss their concerns. The Executive Director has the responsibility to reevaluate each situation and notify applicants and the staff regarding the future course of action.
(d) Applicants who wish to appeal the Executive Director’s decision may petition the Licensing Board of the appropriate jurisdiction.
(e) If applicants are disputing an Executive Director’s decision that may be considered “non- clinical” concerning 1) any services or activities of Xxxxxx that require the Executive Director’s review, and 2) issues related to compliance with the Hague Convention (including Xxxxxx’x use of supervised providers) or the regulations implementing the Intercountry Adoption Act of 2000 (IAA), applicants will follow the procedures for registering complaints as outlined below in Article 3.5.2.
3.5.2 Review of Non-Clinical Decisions
(a) Xxxxxx encourages birth parents, adoptive parents, prospective adoptive parents, and adopted persons to bring to Xxxxxx’x attention complaints concerning: 1) services or activities of the Agency that require review by Xxxxxx’x management; and 2) issues related to compliance with the Hague Convention (including its use of supervised providers), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA).
(b) Each complaint must be in writingwriting (preferably using the Agency’s Complaint Form), signed, and dated and sent to the attention of the Executive Director of The Xxxxxx Adoption Foundation.
(c) Each complaint must identify the service in question or the nature of the Hague Convention violation, the date or timeframe of the service or violation, and the expected resolution.
(d) Xxxxxx shall send a letter acknowledging receipt of the complaint, and the Executive Director shall respond in writing to all written complaints within thirty (30) days of receipt, giving priority and expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud.
(e) If the complainant is not satisfied with the resolution of the complaint from the Executive Director, the complainant may lodge the complaint directly with Xxxxxx’x Board of Trustees, Xxxxxx’x accreditation authority, or with the Secretary of the U.S. Department of State (“Secretary”). If the complaint is lodged with Xxxxxx’x Board of Directors, the Executive Committee of the Board will review the complaint and respond in writing within thirty days of receipt, giving expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud. Furthermore, Xxxxxx shall comply promptly with any requests by accreditation authorities or the Secretary to view complaint records. Xxxxxx maintains a written record of each complaint received pursuant to section 3.5 of this Agreement and to the Hague regulations and the steps taken to investigate and respond to it and makes this record available to the accrediting entity or the U.S. Department of State upon request, and as required by applicable Hague regulations.
(f) If dissatisfied with Xxxxxx’x resolution, the complainant may submit a complaint to the Intercountry Adoption Complaint Registry online (xxxxx://xxxxxx.xxxxx.xxx/content/travel/en/Intercountry- Adoption/about-adoption-service-providers/hague-complaint-registry.html) or by mail at the address below. U.S. Department of State Bureau of Consular Affairs Office of Children’s Issues, Adoption Xxxx XX-00, Xxxxx 00 Xxxxxxxxxx, XX 00000-0000
(g) Xxxxxx provides to the accrediting entity and the U.S. Department of State, on a semi-annual basis, a summary of all complaints received pursuant to 22 CFR 96.4 (b) of this section during the preceding six months (including the number of complaints received and how each complaint was resolved) and an assessment of any discernible patterns in complaints received against the agency or person pursuant to 22 CFR (h) 96.41(b) of this section, along with information about what systemic changes, if any, were made or are planned by the agency or person in response to such patterns.
(i) Xxxxxx does not take any action to discourage a client or prospective client from, or retaliate against a client or prospective client for: making a complaint; expressing a grievance; providing information in writing or interviews to an accrediting entity on the agency's or person's performance; or questioning the conduct of or expressing an opinion about the performance of an agency or person.
(j) Xxxxxx shall have a quality improvement program appropriate to its size and circumstances through which it makes systematic efforts to improve its adoption services as needed. The agency or person uses quality improvement methods such as reviewing complaint data, using client satisfaction surveys, or comparing the agency's or person's practices and performance against the data contained in annual reports from the U.S. Department of State to Congress on intercountry adoptions.
Appears in 1 contract
Samples: Service Plan & Agreement
Grievances and Complaints. Adopting Parents Applicants may appeal the clinical decisions of professional Xxxxxx staff and also file a complaint concerning violations of the Hague Convention as provided below.
3.5.1 Appeal Review of Professional Staff Decisions (Clinical Decisions):
(a) Applicants who have (i) been accepted for home study and thereafter have had the home study process discontinued by professional staff decision, or (ii) adopted a child from Xxxxxx the Agency and been refused an application to adopt another child, have the right to appeal that decision through Xxxxxx’x grievance processdecision.
(b) Xxxxxx shall give applicants who fall under Article 3.5.1(a)(i)or 3.5.1(a)(i) or 3.5.1(a)(ii) written notice and explanation of that decision, as well as an explanation of the appeal process, by professional Xxxxxx staff.
(c) All applicants who are in either situation (a)(i) or (a)(ii) above, and who wish to appeal a staff decision, may meet with the Executive Director to discuss their concerns. The Executive Director has the responsibility to reevaluate each situation and notify applicants the applicant(s) and the staff regarding the future course of action.
(d) Applicants who wish to appeal the Executive Director’s decision may petition the Licensing Board of the appropriate jurisdiction.
(e) If applicants are disputing an Executive Director’s decision that may be considered “non- clinical” concerning 1) any services or activities of Xxxxxx the Agency that require the Executive Director’s review, and 2) issues related to compliance with the Hague Convention (including Xxxxxx’x the Agency’s use of supervised providers) ), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA), applicants the applicant will follow the procedures for registering complaints as outlined below in Article 3.5.2.
3.5.2 Review of Non-Clinical Decisions
(a) Xxxxxx encourages birth parents, adoptive parents, prospective adoptive parents, and adopted persons to bring to Xxxxxx’x the Agency’s attention complaints concerning: 1) services or activities of the Agency that require review by Xxxxxx’x managementthe Agency’s management review; and 2) issues related to compliance with the Hague Convention (including its use of supervised providers), or the regulations implementing the Intercountry Adoption Act of 2000 (IAA).
(b) Each complaint must be in writing, signed, and dated and sent to the attention of the Executive Director of The Xxxxxx Adoption Foundation.
(c) Each complaint must identify the service in question or the nature of the Hague Convention violation, the date or timeframe of the service or violation, and the expected resolution.
(d) Xxxxxx The Agency shall send a letter acknowledging receipt of the complaint, and the Executive Director shall respond in writing to all written complaints within thirty (30) 30 days of receipt, giving priority and expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud.
(e) If the complainant is not satisfied with the resolution of the complaint from the Executive Director, the complainant may lodge the complaint directly with Xxxxxx’x the Agency’s Board of TrusteesDirectors, Xxxxxx’x the Agency’s accreditation authority, or with the Secretary of the U.S. Department of State (“Secretary”). If the complaint is lodged with Xxxxxx’x the Agency’s Board of Directors, the Executive Committee of the Board will review the complaint and respond in writing within thirty days of receipt, giving expedited review, as appropriate, to matters that are time-sensitive or involve allegations of fraud. Furthermore, Xxxxxx the Agency shall comply promptly with any requests by accreditation authorities or the Secretary to view complaint records. Xxxxxx maintains a written record of each complaint received pursuant to section 3.5 of this Agreement and to the Hague regulations and the steps taken to investigate and respond to it and makes this record available to the accrediting entity or the U.S. Department of State upon request, and as required by applicable Hague regulations.
(f) If dissatisfied with Xxxxxx’x resolution, the complainant may submit a complaint to the Intercountry Adoption Complaint Registry online (xxxxx://xxxxxx.xxxxx.xxx/content/travel/en/Intercountry- Adoption/about-adoption-service-providers/hague-complaint-registry.html) or by mail at the address below. : U.S. Department of State Bureau of Consular Affairs Office of Children’s Issues, Adoption Xxxx XX-00, Xxxxx 00 Xxxxxxxxxx, XX 00000-0000
(g) Xxxxxx provides to the accrediting entity and the U.S. Department of State, on a semi-annual basis, a summary of all complaints received pursuant to 22 CFR 96.4 (b96.41(b) of this section during the preceding six months (including the number of complaints received and how each complaint was resolved) and an assessment of any discernible patterns in complaints received against the agency or person pursuant to 22 CFR (h) 96.41(b) of this section), along with information about what systemic changes, if any, were made or are planned by the agency or person in response to such patterns.
(ih) Xxxxxx does not take any action to discourage a client or prospective client from, or retaliate against a client or prospective client for: making a complaint; expressing a grievance; providing information in writing or interviews to an accrediting entity on the agency's or person's performance; or questioning the conduct of or expressing an opinion about the performance of an agency or person.
(ji) Xxxxxx shall have a quality improvement program appropriate to its size and circumstances through which it makes systematic efforts to improve its adoption services as needed. The agency or person uses quality improvement methods such as reviewing complaint data, using client satisfaction surveys, or comparing the agency's or person's practices and performance against the data contained in annual reports from the U.S. Department of State to Congress on intercountry adoptions.
Appears in 1 contract
Samples: Adoption Services Agreement
