Grievance Policy

Purpose

To ensure that PromiseShip families, providers, and employees have concerns addressed in an easy, timely, and respectful way.

Policy

Functional multi-disciplinary teams require substantial communication and coordination. Because of the complexity of the relationships, concerns may arise on the part of families being served, PromiseShip employees, agencies and individuals providing services as well as community stakeholders. This Policy establishes mechanisms for the resolution of concerns.

PromiseShip encourages families, providers and employees who have a grievance or concern to speak directly to the individual involved or the relevant PromiseShip administrator (e.g., Family Permanency Specialist Supervisor, Family Permanency Director or Chief Operating Officer).

For Families, Community Stakeholders and Providers

Raising concerns, whether informally through a telephone call, or formally through a written grievance, is the right of the families working with PromiseShip. If a situation cannot be resolved:

  1. Contact the Manager of Program Audit by phone at (402) 492-2546.
  2. Write letter to:
    Manager of Program Audit, PromiseShip
    2110 Papillion Parkway
    Omaha, Nebraska 68164
  3. Email ps.grievances@promiseship.org
  4. Complete the online form.

What cannot be grieved through the grievance process?

  • Any court ruling, current law or statute.
  • Any actions of a Guardian ad Litem (GAL), Court Appointed Special Advocate (CASA), the Office of Probation Administration, judges, or any other person not employed by PromiseShip.

For Employees

Concerns Regarding Provider Performance

  1. Complete a Provider Complaint form and submit it to ps.grievances@promiseship.org
  2. Contact the Manager of Program Audit by phone at (402) 492-2546.

Concerns Regarding PromiseShip Employees

  1. Contact the Manager of Program Audit by phone at (402) 492-2546.
  2. Utilize confidential reporting via Ethics Point. The link is found on the PromiseShip Employee Home Page.

Resolution

  1. The Manager of Program Audit or designee will acknowledge a formal written grievance or voicemail message within one (1) business day.
  2. The issue will be resolved as soon as possible. If issues require systematic changes the issue will be resolved within 30 days.

PromiseShip families, providers and stakeholders may contact an appropriate oversight agency such as the Nebraska Department of Health and Human Services, the Council on Accreditation or the State of Nebraska Ombudsman’s Office if there are concerns regarding the adequacy of the resolution.

Online Grievance Form »
Mail-in Grievance Form »
La Forma de Queja »