Customer Expectations and Grievance Procedure

Code of Conduct

MSC expects all customers to treat staff, volunteers and other customers with respect and dignity; honor confidentiality; be accountable for their actions; ask for help and support when needed; and alert MSC staff or volunteers when they have a concern or issue.

As an MSC customer you have the right to:

  • Fair and respectful treatment from staff and volunteers
  • A safe and healthy environment
  • A copy of the MSC Customer Expectations and MSC Grievance Form and any other program-specific forms that may impact your services at MSC

The following conduct is prohibited:

  • Falsification of records
  • Theft of MSC, staff, volunteer or customer property
  • Deliberate or careless damage or destruction of property belonging to MSC staff, volunteers or customers
  • Unauthorized use of MSC equipment, materials, or facilities
  • Carrying dangerous weapons, including firearms, on MSC property. Federal law defines a dangerous weapon as “an instrument capable of inflicting death or serious bodily injury” (18 USCS Appx § 1B1.1)
  • Use of drugs and/or alcohol on MSC premises
  • Criminal activities including but not limited to harassment, intimidation, verbal or physical assault, etc.
  • Use of abusive or threatening language on MSC premises
  • Discriminatory language or acts based on race, sex, gender, sexual orientation, gender identity, disability, ethnicity, language, national origin
  • Harassment, including sexual harassment and bullying, towards staff, volunteers or customers
  • Retaliation against any individual who has complained about unlawful discrimination or retaliation against individuals for cooperating with an investigation of such a compliant
  • Behavior that causes a major disruption in MSC services, programming, or other business operation
  • Failing or refusing to follow safety or health guidelines
  • Videotaping or recording on MSC premises without prior approval by CEO or Development Director

MSC reserves the right to discontinue service with any customer based on violation of the above policy. MSC staff work to address issues and concerns at the lowest level possible. MSC staff will work with MSC leadership (directors, HR Manager) to assess the situation and customer conduct prior to discontinuation of services. Discontinuation of services may be temporary based on conduct/behavior of customer and services may resume. MSC staff will do everything possible to ensure access to services. MSC programs may have additional guidelines.

Your Right to File a Grievance

Every effort is made to involve customers in decisions regarding their service at MSC. You have the right
to file a grievance if you believe that MSC’s program or staff have treated you unfairly. You may also file
a grievance if you believe you have been discriminated against on the basis of disability, race, color,
religion, gender, gender identity sexual orientation, national origin, political affiliation, belief, or
citizenship.

If you have a grievance about MSC’s program(s), service(s) and/or staff member(s), please take the
following steps:

Step 1 – Informal Meeting
Request an informal meeting with the program staff and try to resolve the grievance. Be calm, objective,
and open to the other person’s viewpoint. Be specific about the issue. State what you feel is a
reasonable solution and explore options for a solution. If the grievance is not resolved after this
meeting, you may file a formal grievance.

Step 2 – Formal Grievance
All formal grievances should be in writing whenever possible. If you are unable to provide your formal
grievance in writing, please alert a MSC Supervisor or Director. Your grievance should clearly explain the
situation. Do your best to present the facts as you see them, state whom/what the grievance is against,
and how you would like to see the situation resolved. Be sure to include your name, address, email
and/or a telephone number of where you can be reached.

A copy of the grievance will be sent to the person named in the grievance and the Program Director, and
a copy will be kept on file in the program office. If the written grievance does not resolve the situation,
the participant may request a grievance meeting. Written grievances should be submitted to the
Program Director or HR Manager. Mailing Address: 1200 S 336th St., Federal Way, 98003. Written
grievances will also be accepted via email at [email protected]. If for some reason the
Supervisor/Director is not available or is unable to respond to your grievance, you may submit the
written grievance to the attention of the CEO.

Step 3 – Grievance Meeting
As needed, the Program Director will bring the parties together and mediate a discussion to resolve the
matter. This meeting allows the parties involved to talk face-to-face in a safe environment where the
emphasis is on fairness and conflict resolution. A written report of the meeting, with any resolutions,
will be provided within five (5) business days. If the grievance meeting does not resolve the conflict, the
participant may appeal to the next administrative level and request, in writing, a review of the Director’s
response by the CEO.