Non-Discrimination Policy

FIMHF is committed to providing an environment free from discrimination, harassment, and retaliation. FIMHF does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, or any other characteristic protected by law. All individuals will be treated with respect and dignity, and we promote equal opportunities in all our programs and operations.

 

Complaint Policy

Purpose

Forever In My Heart Foundation (FIMHF) is committed to providing excellent services and support to all individuals and communities we serve. We recognize that occasionally, concerns or complaints may arise. This policy is designed to ensure that any complaints are handled promptly, fairly, and in a manner that is consistent with our values of compassion, integrity, and respect.

 

Scope

This complaint policy applies to all individuals and entities involved with or receiving services from Forever In My Heart Foundation, including but not limited to clients, staff, volunteers, donors, and community partners.

This dispute resolution procedure has 5 steps to follow, however, disputes may be resolved at any step in the process. Disputes will be processed until the complainant is satisfied, or does not appeal the decision made during any of the steps of the dispute resolution process. A decision becomes binding on all parties when a complainant does not appeal the decision or when a decision is made in the final step and the right of appeal no longer exists.

Complainants who feel they have an appropriate dispute should proceed as follows:

Informal / verbal complaint

Promptly bring the complaint to the attention of the FIMHF immediate person in charge. If the dispute involves that most immediate person, then the complainant may proceed to another representative from FIMHF.  The person in charge should investigate the complaint, attempt to resolve it, and give a decision to the complainant within a reasonable time, preferably resolving the issue immediately.

Formal / written complaint

Give a representative from FIMHF a copy of the complaint in person or by email. 

 

What Happens After You Submit a Complaint

Acknowledgment

FIMHF will acknowledge receipt of the  complaint within 10 business days. If you submit your complaint via email or phone, FIMHF will confirm that they have received it and provide the complainant with an estimated timeline for resolution.

Investigation

Our team will thoroughly investigate the issue, which may involve gathering additional information, interviewing involved parties, and reviewing relevant documentation.  It is the intent of FIMHF that most concerns regarding disputes/complaints may be settled by the people closest to the issue.

Resolution

FIMHF will attempt to resolve complaints as quickly as possible, typically within 1 month. Once a resolution is reached, FIMHF will communicate the outcome to the complainant in writing or by phone.

Escalation

If the complainant feels that the complaint has not been adequately resolved, the complainant may request to escalate the matter to a senior staff member for further review.

Appeal

If the complainant and person in charge are not able to resolve the issue or if the complainant is dissatisfied with the decision, the complainant may appeal the decision to the Board Of Directors.

Referral

the ADI Executive Director will receive a written complaint form from the complainant, and recommend to the ADI program that they make every attempt to resolve the situation. ADI does not judge the merits or attempts to resolve a complaint. ADI is concerned that the ADI Accredited Member or Candidate program meets ADI Standards and has a complaint policy and practices a procedure which offers the complainant an avenue of appeal up the chain of command to the board of directors of the program. ADI does not have the investigative expertise or resources to mediate or resolve complaints.

Upon the resolution of a formal written complaint, the person in charge should prepare a written and dated summary of the dispute and proposed resolution for the file. proceed to the next higher level of management.

Information concerning a complainant dispute should be confidential. Those who investigate a complaint may discuss it only with those individuals who have a “need to know” about it or who are needed to supply necessary background information or advice.

 

What is a Complaint?

A complaint is any expression of dissatisfaction or concern about the services, programs, or behavior of the Foundation, its staff, or its volunteers. This can include, but is not limited to:

• Delays in services
• Unresolved issues
• Behavior of staff or volunteers
• Communication difficulties
• Unmet expectations

 

How to Make a Complaint

Complaints can be submitted through the following methods:

• Email: Send an email to info@foreverinmyheartfoundation.org detailing the nature of your complaint. Include any relevant information such as dates, times, and people involved.
• Phone: Call our dedicated number 860-316-0033 to speak with a representative from the foundation.
• In-Person: Visit us during regular meetings or training events.

 

Confidentiality

All complaints will be handled with the utmost confidentiality. Information provided will only be shared with those who need it to resolve the matter, and only with your consent when necessary. We will not disclose the identity of individuals making complaints unless required by law or with explicit permission.

 

Non-Retaliation

The Foundation ensures that individuals who submit complaints will not face retaliation, discrimination, or any form of disadvantage as a result of their feedback. We value constructive criticism and strive to improve based on the input we receive.

 

Follow-Up

After a complaint is resolved, we will follow up with you to ensure that the solution was satisfactory and to gather any feedback that may help improve our services.

 

Continuous Improvement

All complaints, whether resolved or not, are reviewed periodically to identify patterns or recurring issues. This feedback plays a crucial role in shaping future policies, programs, and staff training to better serve our community.

 

Contact Information

For any inquiries regarding this policy or if you need assistance submitting a complaint, please contact us at:

• Email: info@foreverinmyheartfoundation.org
• Phone: 860-316-0033
• Website: https://foreverinmyheartfoundation.org/

 

Policy Review

This complaint policy will be reviewed annually and updated as necessary to ensure that it remains relevant and effective. Any significant changes will be communicated to all stakeholders.