Community Grievance Process
CASA of Freestone & Limestone Counties values feedback from the community and is committed to addressing concerns in a fair, respectful, and timely manner.
If you have a concern or grievance related to CASA policies, practices, staff, volunteers, leadership, services, safety, accessibility, discrimination, misconduct, or other program-related matters, we encourage you to let us know.
How to Submit a Concern
Whenever possible, concerns involving CASA staff, volunteers, or program operations should first be shared with the Executive Director so the matter can be reviewed and, when appropriate, resolved informally.
A grievance may be submitted in writing and should include:
- Your name and contact information
- A clear description of the concern
- Relevant dates, individuals involved, and supporting information
- Any steps already taken to address the concern
- The resolution or outcome you are requesting
CASA will acknowledge receipt of a grievance within five business days.
Grievances Involving Staff, Volunteers, or the CASA Program
The Executive Director will review and investigate concerns involving CASA staff, volunteers, or program operations.
The review may include interviews, document review, and consultation with the Board of Directors when appropriate.
The person submitting the grievance will generally receive written notification of the outcome within 20 business days, subject to confidentiality requirements.
Grievances Involving the Executive Director
Concerns involving the Executive Director should be submitted directly to the Executive Committee of the CASA Board of Directors.
The Executive Committee will acknowledge receipt within five business days and may conduct the review directly or appoint a committee to assist with the investigation.
A written decision will generally be provided within 30 business days.
Formal Board Review
If a grievance involving the CASA program, staff, or volunteers is not resolved through the initial process, a written grievance may be submitted to the Executive Committee of the Board of Directors for formal review.
The Executive Committee will acknowledge receipt within five business days and provide a written decision within 30 business days. The Board’s decision will be final.
Submit a Written Grievance
Attn: Executive Committee
CASA of Freestone & Limestone Counties
P.O. Box 767
Mexia, TX 76667
For assistance or questions about the grievance process, contact CASA at 254-600-9909 or Ashley.Gomez@casafreestonelimestone.org.
Confidentiality & Non-Retaliation
CASA will make every reasonable effort to protect the confidentiality of grievance information and will share information only as necessary to appropriately review and address the concern.
No person will be subject to retaliation for submitting a grievance in good faith.
CASA maintains records of grievances and their resolution in accordance with agency policy and applicable requirements.