Resources

All Children - All Families: Agency Grievance Procedures

Agencies that intend to welcome LGBT clients should review their grievance procedures and ensure that they function properly as a way for clients to express and resolve problems. Even high-performing agencies may engage in practices that unintentionally alienate qualified families - the grievance process is an important avenue to improve organizational practice.

Best practices for grievance procedures:

  • Be explicit with LGBT clients regarding your established grievance process and encourage them to share any concerns or issues that arise. This can help your agency identify and address discriminatory or insensitive treatment by staff or volunteers.
  • If possible, identify a staff person to serve as an ombudsman or liaison to the LGBT community and have them routinely "check in" with LGBT clients to monitor their experience.