Grievance Procedure 

Clients have grievance rights that they may exercise if they have a complaint while participating in the program.

In the event that a client encounters a problem related to the provided service, the following procedures should be followed:

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Step 1: Submit a Complaint

• A complaint may be made by phone or email. 

• The complaint should be directed first to the Program Manager.

• The service provider (BLOOM USA) must act upon the complaint within 10 working days of receipt.

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Step 2: Internal Review and Informal Conference

• The Program Manager will review the complaint and may initiate an informal conference to attempt resolution.

• The client will receive a written notification of the results of the review, including:

  • The decision

  • Actions taken or planned

  • Information about their right to appeal to the AAA

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Step 3: Appeal to AAA (Area Agency on Aging)

• If the complainant is not satisfied with the outcome, they may appeal to the AAA.

• Clients could submit their grievance escalations to Sourcewise, ATTN: Chief Executive Officer

• The AAA is required to respond to the complainant within 10 working days of receiving the appeal.
  
  Area Agency on Aging (AAA) / Sourcewise Contact Information:
  📍 3100 De La Cruz Blvd, Suite 310, Santa Clara, CA 95054

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Confidentiality

All grievance records and related communications will be handled with strict confidentiality. Only information directly relevant to the complaint will be disclosed to involved parties. No other personal or identifying information about the complainant will be shared without their express written consent.