Your experience at P.A.C.E. matters to us. If something hasn’t gone the way you hoped, we want to know — your feedback helps us improve, and raising a concern will never affect the services you receive or the way you’re treated.

Your rights

• Speaking up will not result in any loss of service or any form of retaliation.
• You may bring a support person or advocate of your choosing at any point in the process.
• You can ask for this information in plain language or another format if that’s easier for you.

How to share a concern

Start with a conversation. Many concerns are resolved simply by talking with your therapist or a staff member. If you’d feel more comfortable, you can ask to speak with a supervisor instead.

Put it in writing. If you’d prefer, or if a conversation doesn’t resolve things, you can complete a short Client Grievance Form. Any staff member or volunteer can give you one, or you can request it by phone or email.

Review by our Executive Director. Within about one week, our Executive Director (or their designee) will contact you to ensure we fully understand your concern. We’ll let you know in writing what action we’re taking within about two weeks.

If you’re still not satisfied. You can ask to have your concern reviewed by our Board of Directors’ Appeal Board. Confidentiality

Everything you share is kept confidential and stored securely. Only the people directly involved in resolving your concern will have access.