Grievance / Complaint Policy

Complaint is defined as a written or verbal expression of dissatisfaction with services, actions, or lack of actions. Filing a complaint will not result in retaliation or barriers to services. You may bring an advocate or request help in getting an advocate at any time.

Step 1: You should speak to your Workforce Advancement Career Case Manager or GCTA Staff about your concerns. If you would prefer to speak with someone other than your direct service provider, please contact their immediate supervisor. Your verbal complaint should be resolved within five (5) working days from the date of your complaint.

Step 2: If the complaint is not resolved within five (5) working days by the Workforce Advancement Staff and/or their immediate supervisor, it may be presented in writing via the online system or on paper to the Senior Director, GCTA. The Senior Director will then respond in writing to the complaint within five (5) working days, and both the original complaint and the response will be placed in your case file.

Step 3: If the complaint is not resolved satisfactorily by the Senior Director, then it should be presented in writing to the Vice President of Workforce Advancement who will respond in writing to the complaint within five (5) working days. The response will be placed in your case file.

Step 4: If the complaint is not resolved after being presented to the Vice President of Workforce Advancement, it may be presented, in writing, to the CEO, who will respond within 5 (five) working days and whose decision will be final and binding. A written summary will be given to you and a copy of the summary placed in your case file. All complaints gathered from the online system and in writing are reviewed on an annual basis by the Vice President of Workforce Advancement.

A record of all grievances/complaints will be kept confidential and, in the student’s, permanent file, whether voiced or written. Only formally voiced complaints will be recorded.