Grievance Procedure

The purpose of this procedure is to provide a written appeal process for any Housing Assistance Program participant to appeal any decisions or circumstances that they feel are unjust. HAP staff is dedicated to: evaluating and assessing the decision or circumstance; identifying possible solutions; and ensuring the democratic process.

General Information:
  1. It shall be understood that no reprisals of any kind shall be brought against the participant involved in the grievance process.

  2. Participants may file grievances and will not be disregarded due to lack of skills in presenting their issue.

  3. The appeal hearing will provide the participant with an opportunity to explain the grievance and present any evidence.

  4. The grievance procedure may not be applicable for decisions or circumstances when HAP has already obtained legal counsel. For example, if an eviction has already been filed in a court of law, no appeal will be possible.

  5. No violent or disruptive behavior will be allowed. Any threats to the health and safety of residents or staff will result in the hearing concluding and program staff calling the police.

  6. A participant's failure to appear at two or more scheduled appeal hearings, without contacting program staff at least 24 hours prior to the hearing time, will forfeit their right for a hearing.
Grievance Process:

A. Informal Process

Participants should first attempt to discuss any decisions or circumstances that they feel are unjust directly with the program staff involved in an effort to reach resolution. If the participant is not satisfied with the outcome of this informal appeal, the participant may proceed with the formal grievance procedure.

B. Formal Process

Participants should first attempt to discuss any decisions or circumstances that they feel are unjust directly with the program staff involved in an effort to reach resolution. If the participant is not satisfied with the outcome of this informal appeal, the participant may proceed with the formal grievance procedure.

  1. Participants wishing to formally appeal the decision or circumstance must submit a written request for appeal, including an explanation of the issue being grieved, and participant's contact information to appropriate program staff within 10 days of the decision or circumstance.

  2. Upon receipt of written request, program staff will have 72 hours to schedule an appeal hearing.

  3. The initial appeal hearing will include the participant, at least two appropriate program staff, any appropriate witnesses, grantees, or participant invitees, if applicable. Any subsequent appeals may also include any appropriate witnesses, grantees, or participant invitees.

  4. A response to the grievance and/or any special requirements with regards to the grievance will be given in the form of a letter to the participant and their Case Manager within 72 hours after the appeal hearing.

  5. a. If the participant is not satisfied with the results of the first appeal, a second appeal hearing may be scheduled with the Director of Operations by written request within 10 days of the letter from the initial appeal. In instances when the Director of Operations is the program staff directly involved with the grievance, any appeal after the initial appeal should be addressed with the Executive Director.

    b. Upon receipt of this written request, the Director of Operations or the Executive Director will have 72 hours to schedule an appeal hearing.

    c. A response to the grievance from the second appeal and/or any special requirements with regards to the grievance will be given in the form of a letter to the participant and their Case Manager within 72 hours after the second appeal hearing.

  6. a. A final appeal hearing may be scheduled with the Executive Director by written request within 10 days after the previous grievance response.

    b. Upon receipt of this request, the Executive Director will have 72 hours to schedule an appeal hearing.

    c. A response to the grievance from the final appeal and/or any special requirements with regards to the grievance will be given in the form of a letter to the participant and their Case Manager within 72 hours after the appeal hearing.

    d. The decision of the Executive Director is final.

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