Internal Grievance Policy


Grievances are a right of every client and will be handled in a structured and documented manner to ensure the greatest outcome for all parties. All clients, guardians, and caretakers will be informed of the internal grievance policy upon intake.


  1. Concerns about issues will first be discussed between the client and a staff member with the objective of resolving the problem and informally at the lowest level within two days of the issue/event.

  2. If the concern cannot be fully resolved with the staff member directly, then the client and/or their parent/caregiver/person representative shall schedule a meeting with the next level supervisor.

  3. If the concern is still unresolved, then the director will meet with the client and their parent/caregiver/person representative. A decision by the director will be made to resolve the conflict within 5 days.

  4. At this time The Well Special Day Program does not have a Board of Directors.  If in future they do, at this time the BOD would resolve the conflict.


The Internal Grievances Client Form will be provided at in-take, will be available in The Well office, will be provided via email upon request, and can also be found attached below. 

All forms can be submitted to The Well office, located at 100 Cajon St., Redlands, CA 92373. 

Internal Grievance Reporting Form

Policy on Suspected Abuse


At no time may a staff person use a restraint or behavior modification to abuse or neglect a client. In such a case, the staff person would be put on immediate suspension with the supervisor notifying, in writing, the executive director of the suspension and reason pertaining to it. Upon administrative review, if a staff person is found to have violated these policies, they shall be terminated immediately and prosecuted to the fullest extent of the law.


Mandated Reporter- Every paid and volunteer employee of The Well Special Day Program is considered to be a mandated reporter and is required by law (CGS46a-11a) to report suspected abuse or neglect of any client to Adult Protective Services and the Program Director. This includes physical abuse, sexual abuse, neglect and self neglect, financial abuse, and psychological abuse. Failure of staff to report suspected abuse or neglect shall result in immediate suspension and termination, pending administrative review, and prosecution to the fullest extent of the law.


Section 15630 of the Welfare and Institutions Code requires any care custodian (all employees of The Well), health practitioner, or employee of an adult protective services agency or a local law enforcement agency who has knowledge of, or observes a dependent adult in his or her professional capacity, or with the scope of his or her employment who he or she knows has been the victim of physical abuse, or who has injuries under circumstances which are abuse to and adult protective services agency or a local law enforcement agency immediately or within 24 hours by telephone and to prepare and send a written report thereof within 48 hours of receiving the information concerning the incident.


Adult Protective Services





California Code of Regulations (Title 17, Article 2, Section 54327), requires all Service Providers to report “special incidents” if they occurred during the time the client was receiving a service or support. Examples of special incidents include, but are not limited to, medication error, abuse/neglect, injury, death, or if the client is the victim of a crime. A more detailed list can be found on the IRC Special Incident Report form.

The following is the process for filing a Special Incident Report (SIR) with IRC:

1.     Within 24 hours, verbally notify the client’s Service Coordinator of the incident

2.     Within 48 hours, complete and submit IRC’s Special Incident Report form online

3.     Notify appropriate licensing agency per Title 22 regulations, if applicable

4.     Notify authorities (APS, CPS, Ombudsman, Law Enforcement) of any allegations of abuse, neglect, or victim of crime incidents, if applicable

5.     Maintain a copy of completed SIR in the client’s file

Questions will be directed to Inland Regional Center Special Incident Report Coordinator at .

The Well Special Day Program has a Zero Tolerance Policy regarding client abuse and neglect and staff will be required to complete mandatory training regarding the mandated reporting process upon hire and on an annual basis thereafter.