Henry County Senior Services has a primary objective to provide quality programs, services, activities and information that are relevant to senior adults and support our mission and goal. To facilitate that goal, all suggestions, complaints and words of praise are welcomed and viewed as opportunities to learn and improve.
It is the policy of Henry County Senior Services to ensure that senior adults in the community and clients receiving our services have the right to respectful and prompt responses from staff. We are committed to a simple complaint process to bring grievances forward and have them resolved in a timely manner.
- Provide a fair procedure that is clear and easy to use for any client or senior adult who wishes to submit a complaint.
- Make our policy easy to understand, available and accessible.
- Complaints may be submitted verbally, by phone, by email or in writing.
- Staff will provide any assistance needed to senior adults and clients with the process to submit a complaint or grievance. In addition, senior adults have the right to be represented by a friend, advocate, or attorney (at their own expense).
- Provide access to any information used in making a decision to determine denial, reduction, suspension or termination of services.
- Share and review our policy and procedure regarding complaints with staff periodically to ensure they are familiar with both.
- Research and investigate all complaints fairly and in a timely manner and keep the client updated of the progress.
- To resolve the complaint, whenever possible, to the satisfaction of all parties. If this is not possible, assist the individual with the next step in the procedure.
- A complaint may be filed for any action or inaction taken however, only adverse actions defined as the denial, reduction or termination of services, are subject to appeal.
- Use any complains as an avenue to identify areas in which improvement may be needed.
- All information regarding a complaint will be kept confidential and handled with the greatest respect and sensitivity.
- Senior adult or client who has not successfully resolved an issue and wishes to make a complaint should do so in one of the methods outlined in the policy to a staff member in a supervisory role.
- The Supervisor or designee will review the information and set up a meeting to discuss with the senior adult or client.
- The Supervisor or designee will research the complaint and attempt to reach a satisfactory resolution.
- If no resolution reached, Supervisor will forward to Director for review and resolution.
- If no resolution reached, Director will forward to County Manager for review and resolution.
- If no resolution reached, Director will assist client or senior adult to forward the original complaint and summary of steps taken thus far to:
Atlanta Regional Commission/Manager, Aging Services
40 Courtland St., N.E.
Atlanta, GA 30303-2538
- The decision of the AAA shall be the final decision.