Grievance Policy
Lifelong is committed to providing high-quality services and maintaining strong relationships with our clients, volunteers, and stakeholders. We recognize that concerns may arise and want to ensure that everyone has a fair and accessible way to voice their grievances. Lifelong takes all concerns seriously and is committed to addressing them promptly, fairly, and without retaliation.
How to Submit a Grievance
If you have a concern about the services you receive, your experience as a volunteer, or any other aspect of our organization, we encourage you to share it with us. We believe that open communication leads to a stronger, more effective organization, and we want to work together to resolve any issues.
We recommend the following steps for submitting a grievance:
Talk to Us First – If possible, we encourage you to discuss your concern directly with the staff member, volunteer, or individual involved. Many issues can be resolved quickly through open and respectful communication.
Escalate to a Supervisor – If your concern is not resolved or if you are uncomfortable addressing it directly, you may request to speak with a supervisor. Supervisors will review the situation and work with you to find a solution within five business days.
Contact a Program Director – If the issue remains unresolved, you can escalate your concern to the appropriate Program Director, who will review the details, speak with relevant parties, and determine an appropriate resolution.
Reach Out to Leadership – If all previous steps do not resolve your grievance, you may submit a written grievance to Lifelong’s Chief Executive Officer (CEO) or Chief Strategy and Compliance Officer (CSCO). Our leadership team will review your concern and respond within five business days to arrange a discussion and determine a final resolution.
Non-Retaliation
Lifelong strictly prohibits retaliation against anyone who submits a grievance in good faith. We want to assure all clients, volunteers, and stakeholders that filing a complaint will never result in the denial of services, negative treatment, or any form of punishment. Our goal is to foster a supportive and accountable environment where concerns are heard and addressed.
If you need assistance submitting a grievance due to language barriers, disability, or other communication needs, we will provide reasonable accommodations to ensure you can fully participate in the process.
For more information or to submit a grievance, please contact us at compliance@lifelong.org or 206-957-1614.