Holston Home International Adoption Grievance Proceedure

INTERNATIONAL ADOPTION RIGHTS AND GRIEVANCES PROCEDURE


All work and communication required by a prospective adoptive parent or a separate agency to complete an Adoption and/or an Adoptive Home Study should be completed within a timely manner. Adoptive Home Studies should usually be completed within three months. The process may take longer if verifications, reference letters, or other requested information from the prospective adoptive parents are not provided in a timely manner. Therefore, the time taken to complete the home study/adoption is dependent upon the timely participation of the prospective adoptive family and any of their agents in providing requested information. In the event of a misunderstanding or complaint during the course of your home study or any other adoption or post-adoption service being provided by Holston United Methodist Home for Children (HUMH) or any provider providing services under the supervision of HUMH, the following grievance procedure should be followed. This procedure applies to prospective adoptive parents and to children who may have concerns about their adoptive placement, the agency’s compliance with the Convention, the IAA, or its regulations. This procedure shall be discussed with the prospective adoptive parents (and the adopted child if age appropriate when the child becomes available) and must be signed at the time of contracting for services by the prospective adoptive parents. They must be given a copy of the contract with the procedure on it and a copy of the grievance form at the time of contracting. All adoption Grievance forms submitted and the resulting action at any and all steps of the procedure will be made available to the Department of State and to the Council on Accreditation upon request. HUMH will provide a list of complaints to the Accrediting Entity (COA) and to the department of State every six months.

Step 1
Discuss the concern with the Adoption Specialist. Many times discussing the concern with the Adoption Specialist eliminates the problem.

Step 2
If the complainant(s) are unable to talk with their caseworker or if the problem is not resolved they are encouraged to write a summary of their problem and submit it to the Director of Adoptions on a grievance form. The Director will schedule a meeting with them and the assigned Adoption Specialist to attempt to resolve the issue. The complainant(s) will receive a written response to this meeting within three working days of the meeting with the Director of Adoptions. A copy of the written compliant will be forwarded to the Director of Best Practices for tracking.

Step 3
If the complainant(s) are not satisfied with the resolution by the Director of Adoptions; the grievance, along with the written response to the previous meeting, will be submitted to the Administrator of Family Services. The Complainant(s) will receive a written response within three working days.

Step 4
If the complainant(s) are not satisfied with the resolution by the Administrator of Family Services, the grievance and the other written responses will be submitted to the Vice President of Program Services. The complainant(s) will receive a written response within three working days.

Step 5
If the complainant(s) are not satisfied with the resolution by the Vice President of Program Services, your grievance and all previous written responses will be submitted to the CEO/President for final resolution. The complainant(s) will receive a written response within three working days.

Step 6
At the point of resolution, a summary will be submitted to the Director of Best Practices for tracking.

Holston Home for Children staff will also explain to prospective adoptive parents seeking to adopt from a Hague Country that there is a Hague Convention on Intercountry Adoptions Complaint Registry where they can make complaints about Holston United Methodist Home for Children Hague Country adoption services directly to the Secretary of State of the United States and will provide that website address: (http://adoptionusca.state.gov/HCRWeb/WelcomeForm.aspx ) to the families before they sign a contract as signified by having them sign the Hague Convention on Intercountry Adoptions Complaint Registry Form.

The agency will provide to the Accrediting Entity and the Secretary the following information on a semi-annual basis or upon request:
1. A summary of the complaints
2. The agency’s response to the complaint
3. Any discernible patterns with the complaints
4. Any changes the agency has made or plans to make in response to the complaints.

At no point may the agency or any person take any action to discourage a client or prospective client from, or retaliate against a client or prospective client for: making a complaint; expressing a grievance; providing information in writing or interviews to the Complaint Registry on the agency or person’s performance; or questioning the conduct of or expressing an opinion about the performance of an agency or person.