Youth Guidance is committed to providing a variety of high quality services to children, youth and families in Chicago Public Schools.
The goal of these services is to support both academic achievement and social and life skill development for families and individuals who choose to participate in Youth Guidance services. Youth Guidance trains and supports its staff so that they understand the client’s needs and the role of staff in providing services. However, situations do occur when there are differences of opinion regarding services provided.
When these situations arise, you have the right to voice your concerns and to utilize Youth Guidance’s Service Appeal/Client Grievance Procedure in order to have those concerns addressed in a fair, reasonable and timely manner.
Service Appeal Process
- As a client, first, you need to talk about your concerns with your Youth Guidance worker.When a client feels that his or her concerns have not been addressed by the worker, the client should contact the Program Manager for your school program.
- Youth Guidance expects that your worker and your worker’s Program Manager will meet with you within 10 working days to address your concerns and to discuss your worker’s responsibilities. A record of the meeting and the outcome will be recorded and a copy will be supplied to the client.The written record of the Grievance starts with this step and will be continued throughout the process.
Client Grievance Procedure
What is a grievance? A grievance is any disagreement you may have with a Youth Guidance employee about the kind of service or the quality of service you have received that cannot be successfully resolved through the appeal process described above.
- If you want to register a Grievance about any aspect of Youth Guidance’s services, you should write down the Grievance and send it to the Assistant Director in
charge of the Program in which you are participating.
- Youth Guidance expects that the Assistant Director and the Program Manager will meet with you within 10 working days of receipt of your written Grievance.
- If the meeting does not resolve the situation, you will be requested to send a written grievance to the Chief Program Officer of Youth Guidance. We will provide assistance in completing this step if you would like.
- If the Grievance has not been received by the Chief Program Officer within 30 days, a letter of closure will be sent to you by the Executive Director.
- When a written Grievance is received within 30 days, the Chief Program Officer will send you a letter acknowledging receipt of the Grievance and will review the situation.
- The recommendations for closure will be presented to you in writing within 30 days of the Chief Program Officer’s acknowledgement letter.