Purpose
Pawsitive for Heroes recognizes that there are times when the need arises for Veterans (those receiving service dogs) to express concerns or complaints in a formal manner. The following procedures will ensure that Veterans continue to receive a fair and unbiased review of their application and or throughout the process of the possibility of receiving a service dog.
Procedures
Step 1: Informal discussion with supervisor
Veterans raising concerns should first be discussed with the Program Director. If the individual feels their concerns have not been addressed, they can then move their concerns to the Vice President (VP). Many concerns can be resolved informally through the Program Director and Vice President. Please understand that an immediate decision will not be made. All concerns will take time to review and discuss options to address the issue.
Step 2: Written complaint to supervisor
If the Veteran is not satisfied with the results of the informal discussion in Step 1, the Veteran may submit a written complaint within five days to the Program Director and or Vice President to include:
- The nature of the grievance.
- Detailed information including evidence of the issue, witnesses, related policies, etc.
- The remedy or outcome desired.
- The immediate supervisor will have five working days to respond to the Veteran in writing.
- If the Veteran complaint is regarding illegal harassment, discrimination or retaliation, the Veteran should submit the written complaint directly to the President or Executive Board of Directors.
Step 3: Written complaint to senior management
If the Veteran is not satisfied with the response from the immediate supervisor, the Veteran may submit a written complaint to the President or Executive Board of Directors for review. The request for review should include:
- An explanation of the grievance and details of all previous efforts to resolve the issue.
- A copy of the written complaint submitted to the immediate supervisor.
- A copy of the immediate supervisor’s written response to the employee’s complaint.
- Detailed information regarding the employee’s dissatisfaction with the immediate supervisor’s response.
The President or Executive Board of Directors will consult with the Veteran or any other relevant parties to evaluate the grievance and provide a written response to the Veteran after next monthly board meeting. The outcome of the review by the President or Executive Board of Directors will be final unless new evidence or other circumstances warrant additional review of the complaint.
Recordkeeping
Pawsitive for Heroes will maintain records of the grievance process confidentially and securely within the compounds of their office.