Participant Rights & Concerns

Alex House/ANHBC respects the rights of our participants, and commit to responding to complaints in a responsive and timely manner. We are a learning organization that values feedback as a means to strengthening our approach. We will work with you to resolve your concerns, while cultivating a culture that is receptive to feedback. 

Your experience and your voice are important to us! 

Complaints Process:

• Step 1: Try to resolve the matter directly with the person or people who are the subject of the complaint.

• Step 2: If you are unable or unwilling to resolve the complaint directly, or if the complaint wasn’t resolved to your satisfaction, then you should inform the supervisor/manager in charge of the program about the concern. The supervisor/manager will ensure appropriate investigation and follow-up is conducted.

• Step 3: If you are unable or unwilling to inform the program supervisor/manager, or if the complaint wasn’t resolved to your satisfaction, you should submit your complaint in writing, and submit it to an Alex House Program Director or Executive Director. The Director receiving the complaint will ensure appropriate investigation and follow-up is conducted.

• Step 4: If you are unable or unwilling to inform an Alex House Program Director or Executive Director, or if the complaint wasn’t resolved to your satisfaction, you should submit your complaint in writing to the ANHBC CEO. The CEO will ensure appropriate investigation and follow-up is conducted.

• Step 5: If your complaint remains unresolved, it will be escalated to the ANHBC Board of Directors to attempt a resolution.

• Step 6: If it is deemed necessary, due to inability to resolve the complaint or the nature of the complaint, an external review, mediator, or legal advisor might be engaged.

Timeframe:

Within thirty (30) days of submitting the complaint, a response will be provided to you which will outline the process of the investigation and any actions taken.

Alex House/ANHBC will do our best to remedy any situation causing a complaint, will be open and honest in our efforts to do so, and will attempt to resolve the issues relayed in the complaint in as timely a manner as possible.

Support:

Alex House team members are here to help. If you need support during the complaints process, or help completing the form, please reach out to any trusted team member, who will support you through the process.