If a client is dissatisfied with the services he/she is receiving at SARC, the client should first inform the employee providing the services and attempt to reach a resolution. If the issue is not resolved to the client’s satisfaction, the client may request to meet with the employee’s supervisor. The client may contact the supervisory staff by calling 410-836-8431 and asking for the Clinical supervisor, the Legal supervisor, or the Safehouse supervisor. Supervisors may request a written statement regarding the client’s complaint at any time. If the client remains dissatisfied with the resolution taken by the supervisor, he/she may appeal in writing to the Executive Director. The Executive Director will respond in writing to the client within ten (10) business days or receipt. If the Executive Director is unavailable at the time the complaint is submitted, the written complaint will be acknowledge by the appropriate designee and the client will be informed that the Executive Director will respond upon return to the office.

If a client is still dissatisfied, he/she may appeal in writing to the Personnel Committee of SARC’s Board of Directors. The letter should include an explanation of the issue and steps taken. The Personnel Committee will review the information and may recommend procedural changes at SARC to address the issues presented.

For discrimination complaints, clients may request a copy of the Discrimination Complaint Form from any staff member. SARC is required to forward a copy of all discrimination complaints to the Maryland Commission on Human Relations and notify the Governor’s Office of Crime Control and Prevention of the complaint. During the entire grievance process, all necessary care will be taken to ensure that confidentiality and privileged information remains intact.

This policy is specific to services rendered by SARC employees, not non-agency outcomes including housing or court rulings. In addition SARC’s internal process, the Attorney Grievance Commission oversees the conduct of both Maryland lawyers and nonmembers of the Maryland Bar who engage in the practice of law in the State. The Commission investigates and, where indicated, prosecutes attorneys whose conduct violates the Maryland Lawyers Rules of Professional Conduct as well as those engaged in the unauthorized practice of law.
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I have read the above, or it has been read to me and explained. I understand the SARC grievance procedure.

By signing, SARC Staff certifies that the above document was read in full via an interpreter to non-English speaking clients. All clients have the right to a copy of this procedure translated into their preferred language upon request.