Grievance Procedures – Groceries Program
A grievance is defined as an oral or written complaint regarding any aspect of the Groceries Program.
• Complaints may be submitted verbally or in writing to the Program Director:
Hope Community Services
Groceries Program – Program Director
1538 Century Blvd
Santa Ana, CA 92703
Phone: (714) 265-1181
• The Program Director will review and attempt to resolve the complaint within 20 business days.
• If resolution requires more time, the participant will be notified in writing with a revised timeline.
Grievance Appeal Process
• If unresolved, participants may submit a written appeal within 30 calendar days to:
Hope Community Services
Attn: Grievance Review – Executive Director
1538 Century Blvd
Santa Ana, CA 92703
• HOPE will acknowledge receipt within 15 business days.
• A final resolution report will be issued within 45 business days and shared with the participant within 7 business days of completion.
Office on Aging Appeal
• Participants may request a final review by the Orange County Office on Aging:
Orange County Office on Aging
Attn: Director
1300 S. Grand Ave., Building B
Santa Ana, CA 92705
Phone: (714) 480-6450
• The Office on Aging will follow its internal procedures for formal grievance resolution.
Confidentiality
• All grievance-related documentation will be kept confidential for at least five (5) years.
• Identities will not be disclosed without the participant’s written consent, unless required by law.
The Groceries Program is a project funded by a contract with the California Department of Aging, administered by the Orange County Office on Aging