Revised: 3/19/2025
CLIENT SERVICES:
The rights of clients of Jewish Community Services of South Florida are spelled out in the Client’s Rights Policy, a copy of which is distributed to each client at the initiation of services. If a Client makes a complaint that a right has been violated, it will be documented and resolved in a timely and professional manner.
The Client’s Rights Statement will be made available to each Client. If it is felt that a right has been violated and the Client wishes to make a complaint, this complaint will be documented utilizing the complaint record. In all cases, this record will be reviewed by the Department Director and a determination made as to the method for resolution of the complaint. All complaints will be handled in a timely fashion, not to exceed five (5) business days. The determination will be communicated in writing to the Client, unless, in the opinion of the Client, telephone contact is adequate.
If the Client is dissatisfied with the determination of the Department Director, a formal Grievance must be filed either in writing or by telephone, with the Chief Programs Officer. The appeal must be made within five (5) working days of the receipt of the decision of the Department Director. The Chief Programs Officer will notify the President/CEO as soon as possible that a grievance has been filed at that level. The record of the complaint will be passed onto the President/CEO who will have ten (10) business days to reach a determination on the issue. Communication of that decision will be made in writing unless the Client indicates that telephone contact is adequate. The decision of the President/CEO is final. The record of the grievance and its handling will be returned to the Department Director for filing. A written record will be made of the grievance recommendations and of the client’s response.
Clients may contact JCS Administration for additional information and assistance at 305-899-1587. If the grievance is not resolved at the agency level, for Clients served through our Senior Services Program, the Client may contact the Alliance for Aging at 1-800-96-ELDER (35337). All Clients served under Thriving Mind (AKA South Florida Behavioral Health Network) programs may contact the Thriving Mind Continuous Quality Improvement Department at 305-858-3335 or email grievance@thrivingmind.org.
NON-RETALIATION:
If a complaint is filed, it is the strict policy of JCS that the complaint will not result in retaliation toward the complainant, create a barrier to the provision of services, or the refusal of services.
Client grievance data will be aggregated and presented to JCS Board of Directors on an annual basis at a minimum.