Manchester Area Network on AIDS,Inc. Grievance Procedure It is the intention of MANA to maintain good relationships with its clients, volunteers and staff.  Recognizing that there may be problems that demand prompt and sensitive resolution, MANA has established a formal grievance procedure.  Each client, volunteer or staff member has a right to make a grievance in accordance with the procedures set out below.  The making of a grievance will not result in dismissal, recrimination or discrimination of any sort, regardless of the outcome. The MANA Grievance Procedure has a two-pronged approach. If you have a problem with the Executive Director, Client Services Coordinator or the Support Services Coordinator, follow the steps below: STEP #1:  Whenever appropriate, discuss the problem with the individual.        Name of Individual:___________________Date: ______________ STEP#2:   If the problem is not resolved, the issue must be documented on the          Client Grievance Report Form (copies at the MANA office).  Mail to :                 MANA                 ATTN: EXECUTIVE DIRECTOR  OR                 Board of Directors-President                 64 CHURCH STREET                 MANCHESTER, CT 06040 STEP #3:  The Executive Director will schedule a time to meet with the person filing the grievance.  The Executive Director will gather all information from all parties involved and will seek to resolve the situation in a timely manner.  If appropriate, the issue will be presented to the Board of Directors at their next scheduled board meeting. The Board will respond in writing within one week to the client.   STEP #4:  If the client is still not satisfied with the determination, they will be referred by the Executive Director to the Ryan White Title I’s Program Manager at the Hartford Health Department.  The Executive Director will provide the Program Manager with copies of all steps that the agency has taken, and the determinations that have been made in an attempt to be sensitive to the client’s concerns and resolve the client’s issues. If you have a problem with Case Management Services, follow the steps below: STEP #1:  Discuss the problem with the case manager.        Name of Individual:_________________________Date:____________ STEP #2:  If the problem is not resolved, the issue must be documented on the          Client Grievance Report Form.  Present this form to MANA’s             Executive Director.  An attempt will be made to              resolve the problem at this level. STEP #3:  If a resolution is not achieved, the individual filing the grievance may             send a copy of  the Client Grievance Report Form to:          AIDS Project/Hartford          ATTN:  Executive Director          110 Bartholomew Ave.          Hartford, CT 06106 NOTE:  ALL STEPS IN THE GRIEVANCE PROCEDURE WILL BE      FULLY DOCUMENTED.

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