12. Enforcement of Policies and Grievance Policies
Residents are expected to follow all house rules and expectations as outlined in the handbook and this agreement. Violations of policies will be addressed promptly by staff or house leads. Repeated or severe violations may result in behavioral contracts, written warnings, or termination of residence.
Residents have the right to file a grievance or complaint about their living environment or treatment by staff or peers. Complaints will be reviewed by Kate's House Foundation leadership in a fair and confidential manner. The resident may submit their grievance in writing to staff or email the Director of Community Relations. The complaint will be reviewed, and a written summary of the resolution process will be documented and shared with the resident.
Escalation Procedure: The resident should first notify the house lead, who will document the concern in a written report. This report will be reviewed by the Director of Community Relations and the Co-Founders, Frank and Sherri Candelario, Ph.D. The leadership team will work collaboratively to resolve the grievance. If the grievance involves conflict with other residents in the house, and the resident desires, Kate's House Foundation will offer to relocate the individual to another home after notifying their program.
Residents who file complaints will not face retribution, intimidation, or negative consequences. Additionally, residents may submit complaints directly to WAQRR (Washington Alliance for Quality Recovery Residences).
Step 1: Reporting and Informal Resolution (WAQRR)
The complaint must be submitted in writing to: WAQRR Complaints, P.O. Box 1978, Mount Vernon, WA 98273, or emailed to grievance@waqrr.org. The committee or its designee will attempt to resolve the issue informally.
To be investigated, a complaint must:
- Be in writing.
- Contain at least one grievant’s full name.
- Contain a means for WAQRR representatives to contact the grievant(s).
- Include enough specific information to establish a date, place, and the grievant(s) involved, or equivalent specific details.
- Contain an allegation that, if found to be true, would constitute a violation of the WAQRR Quality Standards or Code of Ethics. (The complaint does not need to explicitly cite the standards.)
Complaints that will not be investigated include:
- Personal conflicts between residents
- Complaints about organizations not classified as recovery residences under NARR Levels I–IV
- Transitional housing, shelters, or treatment centers not accredited as Level IV providers
- Minor internal issues
- Resolved incidents
- Complaints against non-accredited residences
- Incidents unrelated to the recovery residence or its staff
Initials: