Your Feedback Matters!
CILO strives to provide every individual with respectful, responsive, and high-quality services. We welcome both praise and constructive feedback, as your experiences help us recognize outstanding service, address concerns, and continually improve the support we provide.
If you feel that the service worker(s) have exceeded your expectations in the handling of your case, you may feel free to write to the Chief Programming Officer, Brandy Macaluso, by emailing
bmac@cilo.org.
If you feel like the services provided didn’t meet your expectations or you would like to file a formal complaint with the agency, please follow the instructions below:
Grievance Policy
I. POLICY:
The Coalition of Independent Living (CILO) is aware that there may be times when consumers need to file an official complaint concerning unfair treatment, harassment, health, or safety concerns and reach a solution.
The consumer has the right to file a complaint or grievance without interference or fear of retaliation. All members of CILO are to be attentive and respectful to any grievance registered by a consumer and prohibited from discouraging, intimidating, or seeking retribution against a consumer who seeks to exercise their rights to file a complaint or grievance.
Consumers have the right to timely notification and receive an explanation of any further appeal, rights, or recourse.
All consumers have the right to at least one level of review that does not involve the person about whom the complaints have been made or the person who made the decision under review.
II. PROCEDURES:
A. The consumer expresses dissatisfaction in writing. The written statement can be submitted through email or by regular posted mail.
CILO CPO: Brandy Macaluso
Email: bmac@cilo.org
Mail: Coalition for Independent Living Options, Inc.
4400 N. Congress Avenue, Suite 203
West Palm Beach, FL 33407
B. The program staff who receives the complaint shall notify the Chief Programming Officer (CPO) who will document the complaint within a Grievance Log. The Grievance Log shall include the following information:
- Client Name
- Nature of the complaint.
- Identification of those involved.
- Date of complaint and by whom.
- Summary of the follow-up activities.
- Date grievance referred to CEO, if necessary
- Date of resolution
C. The CPO will be responsible for collecting relevant information in regards to the grievance for acting to resolve the grievance and for documenting the process. The process should take no longer than 7 business days from receipt of grievance to provide a resolution.
D. The CPO will attempt to resolve the complaints between the parties involved. If there are no satisfactory results, the grievance will be escalated to the agency CEO.
CILO CEO: Dan Shorter
Email: dan@cilo.org
E. Appeals to the CEO will be determined within 7 business days, and the results conveyed to the consumer within 24 hours of the decision.
F. If there are no satisfactory results, the grievance will be escalated to CILO’s Board President.
CILO’s Board President: Joseph Fields
Email: j.fields@jfieldslegal.com
Appeals to the Board President will be determined within 7 business days, and the results conveyed to the consumer within 24 hours of the decision. The Board President will present the situation to the Board of Directors by the next scheduled board meeting.
G. The consumer will receive the final decision in writing and be given the contact information for the Client Assistance Program (CAP) through Disability Rights Florida if further assistance is needed.
Client Assistance Program Administrator: Disability Rights Florida
Phone: 1-800-342-0823 (voice)
1-800-346-4127 (TDD)
Address: Disability Rights Florida
2473 Care Drive, Suite 200
Tallahassee, Florida 32308
If this procedure is not unclear or you have any questions, please call the CPO, 561-966-4288 x200.
