The formal complaint process provides all candidates with an opportunity to be heard up to the highest level of administrative management. Once all administrative procedures are exhausted, candidates can bring complaints to the Executive Director or his or her designee, as outlined below.
Level One
Level One complaint forms must be filed:
- Within ten (10) days of the date the candidate first knew, or with reasonable diligence should have known, of the decision or action giving rise to the complaint; and
- With the Program Director to remedy the alleged problem.
If the Level One complaint is against the Program Director, forms may be filed with the Executive Director.
If the complaint is not filed with the appropriate administrator, the receiving administrator will note the date and time the complaint form was received and immediately forward the complaint form to the appropriate administrator.
The appropriate administrator shall investigate as necessary and schedule a conference with the candidate within ten (10) days of receipt of the Level One complaint. The administrator may set reasonable time limits for the conference.
Absent extenuating circumstances, or if there is a need to gather additional information, the administrator shall provide the candidate with a written response within ten (10) days following the conference. The written response will set forth the basis of the decision. In reaching a decision, the administrator may consider information provided at the Level One conference and any other relevant documents or information the administrator believes will help resolve the complaint.
Level Two
If the candidate did not receive the relief requested at Level One or if the time for a response has expired, or if the candidate is directed to do so by The Program, the candidate may request a conference with the Executive Director of The Program or designee to appeal. The appeal notice must be filed in writing, on a form provided by The Program, within ten (10) days of the date of the written Level One response or, if no response was received, within ten (10) days of the Level One response deadline.
After receiving notice of the appeal the Program Director will prepare and forward a record of the Level One complaint to the Level Two administrator.
The Executive Director of The Program or designee will schedule a conference within ten (10) days after the appeal notice is filed. The conference shall be limited to the issues and documents considered at Level One. The Executive Director of The Program or designee may set reasonable time limits for the conference. The Level Two conference may be held via telephone or video conference.
The Executive Director of The Program or designee shall provide the candidate a written response within ten (10) days following the conference. The written response will set forth the basis of the decision. In reaching a decision, the Executive Director of The Program or designee may consider the Level One records and any other relevant documents or information the Executive Director of The Program or designee believes will help resolve the complaint.