What to do if you have a concern about CASA:
“Community Partner” refers collectively to children/youth, parents, guardians, caregivers, child welfare stakeholders, external stakeholders, community members and outside parties.
CASA of the South Plains believes children/youth, parents, caregivers, other child welfare stakeholders have valuable thoughts and insights to share regarding our operations. Accordingly, CASA of the South Plains encourages these Community Partners to share opinions, suggestions, concerns, and/or questions about our policies, personnel, and/or other matters impacting CASA.
When, however, there are concerns about the quality of CASA’s work on a case, our professionalism, inappropriate or suspicious behavior by a staff member or volunteer, negligence or misconduct related to a volunteer or employee’s duties, or whether we are fulfilling our statutory role, as opposed to dissatisfaction that our stated position is not what another party wishes it were, we take those concerns very seriously and wish to address them.
In most cases, these concerns can be satisfactorily addressed informally, through conversation with the CASA staff, starting with the Advocacy Coordinator assigned to the case, continuing if necessary, to that person’s direct supervisor and potentially culminating with CASA’s Chief Program Officer. We welcome and encourage these conversations.
In the event that conversation does not resolve a party’s concern, a written complaint is required to initiate the formal concern process.
- The grievance process is initiated by the Community Partner by submitting a written complaint via email to grievance@casaofthesouthplains.org to initiate this formal concern process.
- The written complaint must be submitted within 10 days of the time of the incident, or within 10 days of the time the Community Partner became aware of the incident, or the Community Partner waives their right to continue with the formal grievance under this policy.
- The written grievance should contain the following:
- a description of the problem
- the date of the incident(s)
- name(s) of individual(s) involved in or witnessing the incident(s)
- a summary of the conduct meriting the concern including:
- the behavior complained of and/or the alleged policy or legal violation(s)
- direct quotes when relevant and available
- any relevant documentation
- the Community Partner’s suggested resolution
CASA of the South Plains will follow up with the Community Partner on all grievances submitted within 10 business days.
