Grievance Policy and Procedure

Effective Date: January 1, 2025

At bttr., listening is central. Every participant, family member, advocate, and support person should feel safe, respected, and heard — not only when things are going well but especially when there’s a concern.

This policy ensures you have the right to speak up and be taken seriously. Grievances are opportunities for us to learn and improve. Filing a grievance will never affect your eligibility for services or result in retaliation.

What Is a Grievance?

A grievance is any concern, complaint, or issue you want us to know about. No special wording or proof is needed. If you feel something is wrong, that’s enough.

  • Unkind or disrespectful interactions
  • Concerns about services
  • Unclear communication or unanswered requests
  • Requesting a new staff member
  • Privacy concerns
  • Feeling unsafe
  • Disagreement with service decisions
  • Anything that feels “off” to you

Who Can File a Grievance?

  • The participant
  • Family or loved ones
  • Conservators or legal representatives
  • Regional Center service coordinators
  • Friends, advocates, or mandated reporters
  • Anyone acting with participant permission
  • Anonymous submissions (optional, but may limit follow-up)

How to File a Grievance

  • Verbally: Tell your bttr. Coach, Program Lead, or trusted team member.
  • By Email: Email info@bttrliving.com.
  • By Mail: Send to: bttr. – Participant Grievance, 39899 Balentine Drive, Newark, CA 94560.
  • With Assistance: Ask someone you trust to help submit your concern.
  • Anonymously: Submit without your name (note: may limit response).

What Happens After You Submit

  1. Acknowledgment (within 5 business days): We confirm receipt and thank you.
  2. Internal Review (within 15 business days): The Program Director or designee reviews the concern, including speaking with staff and reviewing documentation.
  3. Proposed Resolution (within 20 business days): We share findings and action steps.
  4. Closure or Appeal: If you’re not satisfied, you can request further review or file externally.

Your Rights Are Protected

  • Be heard and treated with respect
  • Request help understanding or writing your grievance
  • Receive a timely response
  • Remain anonymous if desired
  • Appeal if you disagree with the outcome
  • File with the Regional Center or DDS anytime

Contacting Outside Agencies (Optional)

You can contact your Regional Center or:

California Department of Developmental Services (DDS)
Phone: (916) 654-1987
Website: www.dds.ca.gov

Need Help?

We can help you understand this policy, write a grievance, or access materials in large print, other languages, or easy-read format. Contact info@bttrliving.com to request assistance.

At bttr., we don’t just welcome feedback. We listen. We respond. We improve. That’s the bttr. way. Your voice matters here.