I. POLICY: Every resident shall have the right to present his/her problem and suggestion to resolve it in accordance with the following procedure until a satisfactory solution is reached. At each step the resident is encouraged to offer a reasonable resolution to the problem.

II. PROCEDURE:

1. The following line of communication should be used when expressing a grievance:
   1. Residential Counselor: Will promptly discuss all relevant circumstances with the resident and resolve the grievance to the extent the counselor possesses authority and deems advisable. This is done within 7 days.
   2. Program Coordinator: If the Program Coordinator fails to settle the grievance in a satisfactory manner within 7 days, the resident will refer the grievance to the next level of authority within 7 days. The level of authority will lend assistance, and either settle the grievance or provide a written response within 7 days from the day the grievance was received.
   3. Vice President of Operations: If the resident is still unsatisfied with the decision, the resident will refer the grievance to the VP of Operations. The VP of Operations will respond within 7 days.
   4. President: If the resident is still unsatisfied with the decision, the resident will refer the grievance to the President. The President will respond within 14 days.
   5. Board of Trustees: If the resident is still unsatisfied with the decision of the President, the resident will refer the grievance to the Board of Trustees. If time does not permit the full Board to hear the grievance, the Board may delegate the grievance to either be heard by the Executive Committee or the Human Rights Committee. The Board of Trustees or the Human Rights Committee will hold a hearing within 14 days after the determination has been made as to who will hear the grievance. The designated group hearing the grievance will have 14 days to submit a written decision after the completion of the hearing which shall be final and binding as far as UMAR is concerned.
2. President will contact the Area Program if a contractual agreement is in place.
3. Residents will be encouraged to obtain an advocate during the grievance process. UMAR has a resident advocate on staff. This individual's role is to monitor the protection of the resident rights or to act as an individual advocate on behalf of a resident in the home.
4. The advocate shall be selected by the resident or his/her representative and the advocate may be an attorney.