1. Discuss your concern with staff. When appropriate, speak with the staff member on duty or the staff member responsible for the service. Staff will listen and attempt to resolve your concern promptly. You may skip this step if the concern involves that employee, you feel unsafe, the concern involves serious misconduct, or an informal discussion is otherwise inappropriate.
2. Request supervisor review. If your concern is not resolved, ask to speak with the staff member’s supervisor or Family Services leadership. A supervisor will acknowledge your request within two business days and work to resolve the matter promptly.
3. Submit a formal complaint. Complete the Family Complaint Form through the RMHD app or website. You may also submit a complaint by email or in writing, deliver it to the RMHD administrative office, or ask staff to document a verbal complaint. Paper forms are available upon request. Include the issue, relevant dates and people, prior efforts to resolve the concern, and the outcome you are requesting. Anonymous complaints will be reviewed to the extent reasonably possible, but anonymity may limit our ability to investigate or respond.
4. Receive a review and written response. The assigned reviewer will acknowledge your formal complaint within two business days. The reviewer may speak with relevant people, review records, and gather additional information. RMHD will provide a written determination within ten business days after acknowledgment, when reasonably possible. If more time is needed, we will explain the reason and provide a revised target date.
5. Request further review by the COO. If you are dissatisfied with the determination, you may request review by the Chief Operating Officer (COO) within ten business days after the determination. Your request should explain the findings or outcome you dispute and the resolution you are requesting. The COO or designee will review the record, may gather additional information, and will issue a written final decision within ten business days, when reasonably possible.
6. Report complaints involving the CEO. A complaint alleging misconduct by the CEO may be submitted to the Chair of the RMHD Board of Directors through the RMHD administrative office. Complaints must not be directed to individual board members. The Board Chair or designee will determine the appropriate review process and provide a final written response. The Board’s decision is final.

Assistance is available. Ask staff for help submitting a complaint, a disability accommodation, interpretation, or translated materials when available. A support person or authorized representative may participate, subject to privacy, safety, and operational limits.

Your privacy matters. Information will be shared only with those who need it to review, respond to, document, or legally report the matter. RMHD cannot promise absolute confidentiality.

During the review, current rules, restrictions, eligibility decisions, and other operational decisions generally remain in effect. RMHD may modify or pause a decision when necessary for safety, legal compliance, disability accommodation, fairness, or continued access to essential services. Filing a complaint does not excuse violations of RMHD rules or guarantee continued lodging or participation.

For immediate danger or a medical emergency, call 911. Notify RMHD staff as soon as it is safe to do so. This complaint process does not delay or replace emergency action or mandatory reporting.

This procedure applies to RMHD-operated programs and services. Concerns about hospital or healthcare professional clinical care, employment, volunteer personnel matters, or donor/vendor disputes follow separate processes. RMHD will direct concerns outside its authority to the appropriate organization.

Business days are weekdays when RMHD administrative offices are open, excluding recognized holidays.