MY SISTERS' PLACE
Three Barker Avenue, 5th floor
White Plains, NY 10601
CLIENT GRIEVANCES
My Sisters’ Place (MSP) seeks to deliver quality client services. In addition, MSP policy prohibits discrimination against employees and clients due to race, color, age, religion, sex, sexual orientation, gender identity, disability, immigration status, and national origin. We encourage clients with any concerns related to services or potential discrimination to bring them to the attention of the program supervisor. If you are unable to resolve your concerns to your satisfaction, you may always ask to speak to a Director or Chief Program Officer (with regard to concerns related to counseling, shelter, support groups, or children’s services) or to the Managing Director of the Center for Legal Services (with regard to concerns related to legal services). If, after speaking to these managers, your concerns have not been resolved to your satisfaction, MSP offers a formal grievance procedure.
A “Grievance” is the method for a client to make a formal, written complaint regarding MSP’s client services. A Grievance triggers an internal inquiry and corrective action, if necessary, by MSP’s senior management.
MSP will not retaliate against a client who, in good faith, raises a concern or makes a Grievance about an MSP activity, policy, practice, or action of one or more of its staff.
PROCESS
1. Complete the Client Grievance Form. Please be as specific as possible (e.g., include the name of the MSP staff you dealt with, the dates of any incidents, etc.) and include copies of any documents relevant to your complaint. You may ask an MSP staff member or supervisor for help in completing the form, but this is not necessary.
2. Seal your Grievance in an envelope and mail or deliver it to:
My Sisters' Place
3 Barker Avenue
White Plains, NY 10601
Please write on the envelope: “Attention: Chief Program Officer” or “Attention: the Managing Director of the Center for Legal Services” as appropriate.
3. The Chief Program Officer or Managing Director of CLS will send you a letter acknowledging receipt of your Grievance and will then facilitate an appropriate inquiry, including questioning relevant staff and witnesses, reviewing relevant documents and consulting with program supervisors and directors. As part of this inquiry, you may be contacted for additional information.
4. Within 30 days of receiving your Grievance and in consultation with MSP’s Chief Executive Officer (CEO), the Chief Program Officer or Managing Director, CLS will issue MSP’s written decision and corrective action, if any, regarding your Grievance.
5. If you are not satisfied with MSP’s written decision and corrective action, you may appeal this decision, either on the attached form or in a letter of your own format. Any such appeal must be in writing. This appeal will be reviewed by MSP’s Chief Executive Officer and the co-chairs of MSP’s Board of Directors. Within 30 days of receiving your written appeal, these parties will issue a written decision, either upholding the original decision or outlining additional corrective actions that will be taken regarding your Grievance. This decision is final.
Download MSP's Client Grievance Form
*Any client of MSP who has reason to believe that they have been unlawfully discriminated against or experienced discriminatory harassment by MSP or any of its employees based on religion, race, color, national origin, age, sex, height, weight, marital status, disability, or genetic information has the right to file a complaint with the New York State Office of Victim Services. You may confidentially ask any MSP staff person for more information on how to file this complaint, or you can access the policy and form here: https://ovs.ny.gov/sites/default/files/civil-rights-compliance/att-e-ovs-voca-discrimination-complaint-policies-and-procedures-march-2019-doj-resp-att-002-002_0.pdf