Grievance Procedure

CASA of Orange County is committed to creating an environment which values excellence in all aspects of its mission. At any time a caretaker, community partner or child believes any volunteer or employee of CASA has not acted in a manner that reflects that value, the following procedure may be used to address the concern.

Grievance by an individual against the CASA program: Email the chief program officer at grievance@casaoc.org or call at 714-619-5150. Upon receiving the information, the chief program officer will determine the next step.

Grievance by an individual against a volunteer:

  • First attempt to resolve the concern with the volunteer’s direct supervisor. If you do not know the name of the volunteer’s supervisor, call the main CASA number at 714-619-5151 and ask who the volunteer’s supervisor is.

  • If there is not a satisfactory resolution with the volunteer’s supervisor, an advocacy program manager or chief program officer can be contacted at the office number above.

  • If a grievance is brought against a volunteer, that information, including the outcome of the action, will be retained in the volunteer’s file as well as in the database.

Grievance by a volunteer against a party to the case:

  • If the two individuals are unable to reach resolution, the volunteer will discuss the matter with their advocate supervisor, who will determine the next step.

Grievance of a volunteer against a CASA staff:

  • If the two individuals are unable to reach resolution, the volunteer will discuss the matter with the next person in the chain of command. The CASA chain of command is as follows:

  • Advocate supervisor

  • Advocacy program manager

  • Chief program officer

  • CEO

Depending on the circumstances, at any point in the procedure, you may be asked to put your concern in writing.

All concerns will be addressed by CASA of Orange County in a timely manner.