Grievance Policy 

State of Indiana Coordinating Unit Grievance Policy

GLOBO appreciates and wants your feedback on our interpreting services. We are committed to providing top-notch language access for all of our Deaf, hard of hearing, and non-English speaking consumers and value your input. Below is GLOBO's step-by-step process for handling grievances or complaints that might arise under our work with the state of Indiana.

Handling Complaints 

Due to the nature of the listed complaints, GLOBO will handle the situation with diplomacy, decorum, and professionalism using the following steps as a guide: 

• Attempt to resolve the complaining "in-house" while minimizing disruption of services to the consumer as much as possible. 
  • Document facts of the situation.
  • Can be anonymous if necessary, but the more information the better. 
• Follow up with those involved with complaint to make sure it was resolved.
• Follow up two weeks after complaint was sent to make sure complaint was resolved. 

Handling Grievances

Due to the gravity of the grievances listed above, GLOBO will handle the situation with diplomacy, decorum, and professionalism using the following steps: 

• Must collect grievances in documented written/video form (cannot be anonymous).
• Notification of grievances 
  • For a state-funded assignment, DHHS must be made aware as soon as grievance is received, even before resolution and will. be involved in the resolution process as needed.
  • For a non-state-funded assignment, GLOBO's team will be made aware as soon as the grievance is received and will be involved in the resolution process as needed. 
  • Other stakeholders, including the interpreter, will be notified after a resolution has been found.
• Find a resolution with as little disruption to services as possible.