We at CWFS abide by Children’s Aid’s mission and vision, actively working to help families thrive, succeed, and achieve their potential.
What is the grievance process? This is the process by which participants of our CWFS programs are empowered to voice complaints and concerns regarding the provision of those services, activities, and/or programs, and have their feedback be heard and met with solutions toward the best possible outcome. All persons served by Children’s Aid CWFS programs have the right to an impartial grievance process.
A list of types of complaints that can lead to a formal grievance report are linked below in the Grievance Policy document.
How to file a complaint: If possible, first directly contact Children’s Aid program staff and leadership of the site and program with which the participant is involved, expressing the concern verbally or in writing.
If the person issuing the complaint is not satisfied with the program leader’s recommendation(s) for resolution, or they are not comfortable issuing a complaint directly to program staff and leadership, the person issuing the complaint can file a formal written grievance with the Children’s Aid Continuous Quality Improvement (CQI) department by filling out a Grievance Report Form, linked below, and emailing it to Grievance@childrensaidnyc.org. You can also call call the grievance hotline at 212.544.0632 with any questions you may have.
Who can file a complaint: A participant(s), birth parent(s), foster parent(s), guardian, legally authorized representative, or anyone else (on behalf of the participant) can file a complaint regarding Children’s Aids’ provision of services, activities, and/or programs.