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As a consumer of The Exchange Club Family Skills Center's (ECFSC) services
you have the right to be treated with respect. It is our goal to help you
and your family live in a safe and supportive environment, preferably in your
home and neighborhood. It is also our goal to help you and your family to
gain more support from community resources.
 | You have the right to know why services are being provided and what ECFSC staff will be doing to help you and your family. |
| You have the right to know the normal operating hours are 8:00-4:30, Monday-Friday. |
| You have the right to receive services within flexible hours of operation based on your needs. |
| You have the right to know the names, training, education, and titles of staff members working with you. |
| You have the right to have information about you kept in confidence. We must have your consent and/or the consent of your parent/custodian before giving information to anyone, unless required by law or court order. It is the law that we report suspected abuse and/or neglect of children. It is the law that we take immediate action to prevent you from hurting yourself or others. |
| You have the right to receive services regardless of race, religion, gender, age, disability, or sexual orientation. |
| You have the right to participate in the assessment of the strengths and needs of your family and to participate in setting your goals. You also have the right to participate in the periodic review of your goals. |
| You have the right to be involved in developing plans for you when you will no longer be receiving ECFSC services. |
| You have the right to refuse service. |
| You have the right to tell staff if you believe you are not being treated fairly. If you still believe that you are not being treated fairly, you have the right to contact the ECFSC supervisors, as outlined in the Grievance Policy. You have the right to receive a written copy of that policy before you begin. |
| You have the right to review the information kept in your chart, with the exception of any information provided to us by other persons or agencies. |
| You have the right to know the program rules, behavioral expectations, and other factors that could result in discharge or termination from our program. |
Grievance Procedure
| If you have a difference with your assigned ECFSC staff member, or if you think you have had poor services, first try to work out the problem directly with the staff person, then with his/her supervisor. |
| If the grievance cannot be worked out, you may submit a written statement about the problem to the Director of Program operations. This statement should describe the specific complaint and request a conference with the Director of Program Operations. |
| The Director of Program Operations shall meet you within three (3) working days after the complaint is received. She/he shall give you a written decision in five (5) working days after the conference. |
| If you do not agree with the decision, you may request a hearing with the Executive Director. The Director of Program Operations will submit all written materials, as well as any additional written material you have submitted, to the Executive Director. The Executive Director shall meet with you within three (3) working days after the complaint is received. She/he shall give a decision in writing in five (5) working days after the conference. |
| If you do not agree with the Executive Director's decision, you may request a hearing before the Program and Policy Committee of the Board of Directors. That request must be in writing and must be made within three (3) days after notification of the Executive Director's decision. The Program and Policy Committee shall review the request in five (5) working days and either |
a. Notify you in writing that the committee agrees with
the Executive Director's
decision or
b. Set up hearing with you
| If the Program and Policy Committee agrees to set up a hearing, they shall hold it within ten (10) working days after they received the request. You shall have a full opportunity to present your complaint. The Program and Policy Committee shall give you a decision in writing within five (5) working days. |
DISCLAIMER: The Exchange Club Family Skills Center will try to keep to the time schedule outlined above whenever possible under reasonable circumstances. If there will be a delay, ECFSC will let all persons know.