Our Commitment to Quality

Our Commitment to Quality

Our commitment is to serve families and children throughout the State of Missouri in a quality manner. To this end, we ask ourselves the critical questions: “are we effective in getting results? “what are the challenges we face? and “how can we do better? These questions help guide our activities and improve on the systems that support our day-to-day operations

Lutheran Family and Children's Services’ goal is to deliver quality services to our clients. LFCS wants you to be pleased with the services we provide. It is expected that before any formal (written) process is taken that an attempt has been made to resolve the concern through discussions with the appropriate staff within the agency.

If a person is unhappy with our service or with any agency procedure, policy, decision or action taken by LFCS staff, they are entitled to express that dissatisfaction verbally and/or in writing to the appropriate administrative person.

A complaint is a concern which does not involve an employee and has not been settled through informal discussions, and a person would like a formal process within Lutheran Family and Children's Services of Missouri to share his/her concerns.

A grievance results from dissatisfaction with an employee or volunteer associated with Lutheran Family and Children's Services regarding a decision that was made about the delivery of service and the client feels needs to be heard and addressed by the agency’s administration.

How to File a Complaint or Grievance If the matter is not resolved satisfactorily through discussion, a written statement may be prepared and submitted to the staff’s immediate supervisor.

Any complaint or grievance submitted in writing will be forwarded to the program or department’s supervisor and the program director immediately.

A written response to the statement shall be provided within seven business days.

If the problem is not resolved to the satisfaction of mutual parties, the grievance may be appealed to the following list of administrative personnel: 1. Program Director 2. Vice President of Program 3. President/CEO

No agency or representative of the agency will discourage or retaliate against any person who makes a complaint, expresses a grievance or negative opinion about LFCS or staff member’s performance.

Note: Counseling, Youth Mentoring or other service sites in the community, may submit any formal complaint or grievance to the Delmar Office address.

Commitment to Quality

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