Purpose

HopeLink of Southern Nevada is committed to providing high-quality services grounded in respect, dignity, and accountability. This policy outlines the rights of all clients and the procedures to address complaints or grievances in a fair, transparent, and timely manner.

Client Rights

As a client of HopeLink of Southern Nevada, you have the following rights:

Right to Access Services

• You have the right to receive services for which you qualify, free from discrimination of any kind.

Right to Information

• You will be informed about available services, program rules, eligibility, and any applicable fees in clear and understandable language.

Right to Privacy and Confidentiality

• Your personal information will be protected and shared only with your consent or as required by law.

Right to Respect and Dignity

• You will be treated with respect, fairness, and consideration for your cultural, spiritual, and personal values.

Right to Participate in Decision-Making

• You have the right to participate in planning your care or support and to make informed choices about the services you receive.

Right to Voice Concerns or Complaints

• You may raise concerns or make complaints about services or staff without fear of retaliation. HopeLink will respond promptly and fairly.

Right to Informed Consent

• You have the right to receive clear information and provide consent before participating in any service or intervention.

Right to Non-Discrimination

• You will be treated equitably regardless of race, gender, religion, disability, sexual orientation, gender identity, or background.

Right to Respectful and Safe Services

• You have the right to receive services in a safe, professional, and abuse-free environment that honors your dignity and values.

Right to Terminate Services

• You may end your participation in services at any time, for any reason, without retaliation or negative consequences.

Right to Review Records

• You have the right to review and request copies of any documents you have signed as part of your program participation.

If you believe any of your rights have been violated, you have the right to file a grievance as outlined below.

Client Complaint / Grievance Procedure

If a client has an issue that cannot be resolved with their case manager or supervisor, the following steps should be followed:

Step 1 – Contact the Program Director

• Call HopeLink at 702-566-0576 ext. 312 to obtain contact information for the Program Director.
• Submit a written concern or complete the HopeLink Grievance Form instead of submitting a letter.

Step 2 – Program Director Review

• The Program Director will review your concern and may contact you, your case manager, and/or your supervisor for additional information.
• A written acknowledgment will be provided within two business days.

Step 3 – Escalation to Training and Compliance Officer

• If the issue remains unresolved, you may submit a written request to the Training and Compliance Officer (TCO), clearly describing the issue.
• Written requests can be emailed to yahaira@link2hope.org or sent by mail.

Step 4 – Compliance Review and Response

• The TCO will acknowledge receipt of the grievance and review it within 48 business hours after consulting with the Case Manager and Supervisor and reviewing your file.
• You will be contacted by phone, email, or mail and offered the option to discuss the issue in person or by phone.

Step 5 – Written Decision

• A written decision will be issued within 48 business hours following the discussion.
• One copy will be shared with you, and another will be placed in your client record.
• The decision of the Training and Compliance Officer is final within HopeLink’s internal grievance process.

Step 6 – External Review (Optional)

• You maintain the right to contact relevant licensing, regulatory, or oversight agencies if you are unsatisfied with the grievance outcome.
• Note: Retaliation for filing a complaint or grievance is strictly prohibited.

Acknowledgment of Receipt and Understanding

Client Rights and Grievance Policy

I acknowledge that I have received and reviewed a copy of the Client Rights and Grievance Policy from HopeLink of Southern Nevada. I understand my rights as a client and the procedures for filing a grievance without fear of retaliation.

By signing below, I confirm that I have read, understand, and acknowledge receipt of this policy.

Client Name Signature

Case Manager Name Signature