II.E COMPLAINTS AND GRIEVANCES

Effective Date: 
Fri, 08/01/2008
Reviewed: 
Fri, 05/22/2015
Revised: 
Sun, 08/28/2011
Policy: 

  1. If a client contacts CAPS about dissatisfaction with CAPS services or gives negative written feedback and identifies themselves, the CAPS Director or designee communicates directly with the client.
  2. The CAPS Director can present several options to the dissatisfied client in an attempt to resolve their complaint or concern.  The client can discuss their concerns solely with the CAPS Director; the client can be encouraged to discuss their concerns directly with their therapist; the client can meet with both the CAPS Director and their therapist; or the client can be provided with appropriate resources and referrals.
  3. A client may discuss dissatisfaction with the CAPS Director or with a designee of the director.  If they cannot resolve the issue, along with informed consent from the student, the issue can be discussed with the Executive Director of Student Health Services.
  4. Complaints and grievances will be logged by the CAPS management team and analyzed on an annual basis (or as needed) to determine the need for any changes to overall policy or personnel.