Participant Grievance Procedure

Purpose

To ensure participants can file grievances with the San Francisco AIDS Foundation (SFAF) or external entities when they believe they have been treated unfairly or are dissatisfied with services.

Definition

A grievance is a formal, written complaint that receives an official written response from SFAF. Grievances must be submitted in writing, but participants may make them orally to Lobby Services or other staff, who will assist in completing the grievance form.

Participant Rights

• Participants may file a grievance at any time.
• Participants will not be denied service or retaliated against as a result of filing a grievance.
• Participants may choose a representative (friend, family, advocate, or SFAF staff) at any stage of the process.
• Grievant identity will remain confidential to the extent possible while allowing for investigation.

Process

Informal Resolution (Optional)

• Participants may raise concerns directly with the staff or volunteer involved.
• If uncomfortable, they may request to speak with that person’s supervisor.

Filing a Formal Grievance

• If the matter is not resolved, participants may submit a grievance using the paper or web-based form (available in all SFAF lobbies).
• If submitted orally, staff will document the grievance and provide a copy to the participant.

Director Review

• The relevant Director or Senior Director will review and respond in writing within 11 business days.
• Responses will be documented in Healthicity (SFAF’s incident file system).
• Responses will not include confidential HR information.

Appeal

• If unsatisfied, the participant may request review by the Director/Sr. Director’s supervisor.
• The supervisor will respond within 11 business days.
• This response is final and binding under this policy.

Recordkeeping

SFAF maintains written records of all grievances and final resolutions. Participants may receive copies of relevant documents unless they are confidential or legally protected.

Other Rights

Filing a grievance does not replace any legal avenues for review or redress. Any decision being grieved remains in effect unless reversed through this process.

Additional Resources

Participants may also file grievances with the following entities: