Grievance Resolution Process
Every client is important to us at HAPS. We take client grievances seriously and thoroughly investigate any grievances regarding all aspects of our adoption services which are brought to our attention. The first step in this process is to speak directly with the Social Work Supervisor. If the grievance is not resolved, the client may submit a signed & dated written complaint to the Executive Director. The Executive Director will thoroughly investigate any client's complaint and will respond to the client within 30 days of receipt of such complaint. Complaints that are time-sensitive or that involve allegations of fraud will receive an expedited review. Both the Social Work Supervisor and Executive Director can be reached at the Corporate Office in River Edge, NJ at 201-836-5554.
If a client grievance is not resolved by the Executive Director's intervention, the client should submit the signed & dated grievance in written form addressed to the Board of Directors so that it can be addressed at the next meeting of the Board of Directors. For serious grievances, a special meeting of the Board of Directors may be called. A written response to the grievance will be formulated by the Board of Directors and this will be sent to the client within 10 days of the meeting of the Board of Directors. Grievances or Complaints regarding HAPS can also be directed to:
The agency will not take any action to discourage a client from, or retaliate against a client for making a complaint, expressing a grievance, providing information in writing or interviews to an accrediting entity on the agency’s performance, questioning the conduct, or expressing an opinion about the performance of an agency or person.
HAPS prides itself on its attentiveness to clients throughout the adoption process. We do realize, however, that no matter how hard we try, there will be times when clients may feel frustrated and angry during an adoption. We encourage all clients to let us know immediately if we fail to live up to their expectations. We are willing to provide the level of client care that each family desires and we each want to exceed families’ expectations. Please feel free to make suggestions on how we can better serve your particular family. If you are ever disappointed in us, please let us know, because there is a strong likelihood that we are unaware of your particular expectations. As part of our Quality Assurance process, surveys will also be sent and your response to these surveys will enable us to maintain the efficiency of services or make changes as needed.
Hague & Non-Hague UAA Complaint Registry
There is a complaint form and registry for Hague and UAA related complaints maintained by the US Department of State that can be accessed for complaints related to UAA and Hague Convention issues and Convention/Non-Convention countries. This complaint registry is accessible as follows:
Attn: U.S. Central Authority
U.S. Department of State
Bureau of Consular Affairs
Office of Children’s Issues, Adoption Unit (SA-29)
2201 C Street, NW
Washington, DC 20520
You can also request that these forms be sent to you by calling the Department of State at (888) 407-4747.
Concerns may also be shared with the, Intercountry Adoption Accreditation & Monitoring Entity, Inc. (IAAME), the Accreditation Entity responsible for the monitoring and oversight of Homestudies & Adoption Placement Services (HAPS), via their website, https://www.iaame.net/report-a-concern/.
Office of Licensing
Dept. of Child & Family Services
P.O. Box 717
Trenton, NJ 08608
New York State
Office of Children & Family Services
Westchester Regional Office
117 East Stevens Avenue
Valhalla, NY 10595