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Legal Services of Central NY Inc (Syracuse NY) CLIENT GRIEVANCE PROCEDURE 1. The following notice, entitled 'GRIEVANCE PROCEDURE," shall be posted in every LSCNY office and will be sent to any client who does not come to an office for assistance. A copy of this policy shall be provided to any client or applicant who wishes to file a grievance relating to the manner or quality of legal assistance that has been rendered or a denial of legal assistance. GRIEVANCE PROCEDURE Any person who believes that he or she has been improperly denied legal assistance by Legal Services of Central New York, Inc (LSCNY) or is dissatisfied with legal services that have been provided by an LSCNY staff member or by the private attorney provided by LSCNY has a right to file a grievance with the executive director. Upon request any staff member shall provide a copy of the grievance policy established by the Board of Directors and a grievance form. 2. Upon receiving a grievance relating to the manner or quality of legal assistance, the executive director shall interview the staff member(s) involved, obtain further information from the grievant, if necessary, and attempt to resolve the matter. The grievant and the staff member(s) shall be notified of the executive director's decision in writing. The decision shall inform the grievant of the right to pursue the grievance to the Client Grievance Committee of the Board of Directors. The grievant shall have the right to request review by the Client Grievance Committee by notifying the executive director within fourteen days (14) of receiving the executive director's written decision. Within thirty (30) days of the receipt of a timely request for review, the Client Grievance Committee shall meet for the purpose of considering the complaint. Notice of the meeting shall be given to the grievant and the staff member(s) involved. The grievant and the staff member(s) shall be notified of the right to present oral and/or written statements to the Committee and to be accompanied by another person. After reviewing the matter, the Client Grievance Committee shall recommend a disposition to the executive director and a written copy of the recommended disposition shall be sent to the grievant. Nothing in the Client Grievance Committee's decision shall interfere with the attorney's duties and responsibilities under the Code of Professional Responsibility. 3. Upon receiving a grievance relating to a denial of assistance based on financial or other eligibility requirements, restrictions established by law or priorities established by the Board of Directors, the executive director shall review the facts and notify the grievant of his/her decision in writing. The written decision shall advise the grievant that he/she may request that the decision be reviewed by the chair of the Client Grievance Committee, or his/her designee, by notifying the executive director within fourteen days of receiving the written decision. The grievant shall be informed of the right to confer with the chair, or designee. A written decision of the chair, or designee, shall be sent to the grievant. 4. If a grievant has applied for legal representation or is being represented under a protection and advocacy grant from the New York State Commission on Quality of Care, he/she shall be notified that they have an additional level of appeal to the Commission following a decision by the Board of Directors. Revised 7/31/96 |
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