It is the objective of AIDS Project Worcester, Inc. to provide the highest quality services to its consumers. However, we recognize that from time to time consumers have questions about the services provided, or not provided, or are concerned about the quality of service they have received. This procedure is created to illuminate a clear route to pursue a grievance or receive clarification on an issue of concern.
Each consumer of APW is assigned an agency contact, who is their regular contact for services and information. If the concern relates to a
volunteer or a service, the consumer should first contact their agency contact for assistance.
If there is concern about the services or activities of the agency contact, a consumer should contact that individual’s supervisor to request a meeting. We suggest that the client submit the concern in writing prior to the meeting, but this is not required.
If the consumer does not feel that they have received a satisfactory resolution of their concern after that meeting, and the supervisor was not the Director of Client Services, the next step would be to request a meeting with the Director of Client Services.
If there is not a satisfactory resolution after meeting with the Director of Client Services, the consumer may then request a meeting with the Executive Director.