SOP Section 14 Standard

2.4.8 Resident Rights & Grievance Procedure

Ensuring dignified, trauma-informed care and formal conflict resolution without fear of retaliation.

Resident Rights Commitment

Every shelter resident has the right to safe, dignified, non-discriminatory care (SOP 2.5). Residents may express concerns, request case manager reassignments, or submit formal grievances without fear of losing housing or program access.

5-Business-Day Written Response Guarantee (SOP 14.1)

Written grievances submitted to the Shelter Manager or Executive Director are formally investigated. The Foundation guarantees a written response, resolution review, and outcome explanation within 5 business days.