1. JOHN BURTON FOUNDATION
Participant Rights in THP-Plus: Developing a Meaningful Grievance Policy
Online Webinar – March 19, 2009 at 10:00 am
Presented by Reed Connell, John Burton Foundation
Call-in phone number for live audio: (773)
Access code:

2. Webinar technical details
Call-in phone number for live audio: (773) Access code:
To submit live questions, click on the “Question and Answer” arrow on your screen, type your question, and click “Send.”

3. Goal of today’s training
To assist providers in developing a grievance procedure that:
Conforms with law and regulation
Supports youth in achieving success
Is equitable, credible and accessible

4. Outline of presentation
Overview of applicable law and regulation
Three recommended themes
Recommended elements and examples
Providers reflect on their experience
Questions & Answers

5. What is legally required of THP-Plus Programs?
THP-Plus legislation specifies that:
Program participation occurs through a contract between youth and providers
The contract is specific about all areas of program participation, including
Disciplinary measures
Grounds for program termination

6. Fair Housing and Transitional Housing Misconduct Law
All THP-Programs are subject to the provisions of the Fair Employment and Housing Act.
The act provides protection from discrimination
The Transitional Housing Misconduct Law applies to the vast majority of programs.
The law provides transitional housing programs an alternative to the usual legal eviction processes

7. What do CDSS regulations require?
Tenants should have the greatest amount of freedom possible
Tenants have the right to be free from “arbitrary or capricious rules”
Tenants have the right to privacy
Tenants have the right to appeal any loss of benefits or services before they are suspended
Tenants have the right to a grievance procedure

8. Three guiding principles
Equitable
Goes beyond fair
Credible
Everyone using the policy feels it likely to help
Accessible
Youth and programs understand how to use it

9. Recommended features of an equitable, credible, and accessible policy
A clear statement of philosophy (credible)
An outline of youth rights (equitable)
Examples of conflict (credible/equitable)
Definitions (accessible)
Step-by-step instructions (accessible)
Multiple pathways (equitable, credible, accessible)

10. A clear statement of the program’s philosophy towards conflict:
“It is the policy of [this agency] that if you feel you have been treated unfairly, you are entitled to protest the polices or actions that affected you unjustly.”
“This agency is committed to viewing grievances and the resolution of them as a learning process whereby we can develop better practice…”

11. A brief overview of youth rights:
From law and regulation:
“have the right to file a grievance;”
“have the right not to be discriminated against”
“have rights to privacy and confidentiality”
“right to appeal any loss of benefits.”
Going over and above what’s required:
“have the right not to be denied services or retaliated against in any way as a result of voicing a complaint or filing a grievance”
“have the right to have your identity and the nature of the grievance kept confidential except as necessary to resolve the situation”
“to seek other means of conflict or grievance resolution”
“to have an advocate present for any grievance meetings”

12. Definitions of any ambiguous terms:
“Grievance: a formal complaint, made in writing, and delivered to the Director of Programs.”
“A grievance is a written complaint made by a program participant. The grievance will be investigated and resolved through the following steps:”
“Complaint: a participant presents a complaint verbally to his/her Case Manager and, if resolution does not occur, to the Case Manager Supervisor”

13. When might youth want to file a grievance?
“You have the right to file a grievance if you feel you have been discriminated against in any way.”
“You are entitled to file a grievance…if you are dissatisfied with a decision made by a staff member [or are] dissatisfied with the services provided to you…”
“A grievance can be about anything done or not done by staff or another participant that you feel affects you unfairly or unjustly.”

14. Step-by-step instructions for filing a grievance:
Clear, concise language
Specific about roles of individuals involved
Should provide recourse if conflict is with one of the individuals specified in the process
What can youth (and staff) expect at each step?
How will everyone know that a grievance has been resolved?

15. Multiple pathways for pursuing resolution:
Verbally
In writing
Access to outside resources
California Foster Care Ombudsman
Connections/referral to local Fair Housing Agency

16. Panelist: Toby Eastman
Toby Eastman: Director of Programs at Larkin Street Youth Services
Larkin Street’s Grievance Procedure contains all of the recommended elements
The process arose naturally from the agencies philosophies and practices for working with youth

17. Larkin Street Youth Services:
Larkin Street’s programs are:
Youth centered
Youth development oriented
Conflict resolution is seen as
An opportunity for client growth
An opportunity for program growth

18. Panelist: Emily Gay
Emily Gay is Regional Manager for Contra Costa and Solano Counties for First Place for Youth.
First Place has over 10 years of experience serving youth
First Place rarely needs to utilize its grievance procedure

19. Quick Review Programs are subject to Fair Housing Law
Youth have the right to a grievance procedure
Policies should be equitable, credible, and accessible
Recommended elements
Providers’ experience

20. THP-Plus Statewide Implementation Project Announcements
2009 THP-Plus Institute: Delivering Essential Services in a Challenging Time
July 28, 2009, California Endowment, Los Angeles
Participant Tracking System
Reports Menu available in April
Quarterly Reports by 4/15/09
AB 12: California Fostering Connections to Success Act
visit

21. John Burton Foundation
Questions or comments?
Enter questions on your screen now by clicking the “Question and Answer” arrow, typing your question, and clicking “Send.”
Or direct later questions or comments to:
Reed Connell
John Burton Foundation
(415)