Consumer Rights and Policies

Code of Conduct, ADA Grievance Procedure, and Client Assistance Program

Code of Conduct

We request that before you start receiving services at CIL Jacksonville, you take a moment to read the agency's Code of Conduct below. Any violation by you of the Code of Conduct could result in your suspension or termination from CIL Jacksonville.

Note: CIL Jacksonville has the final say over what constitutes a violation of this Code of Conduct. CIL Jacksonville reserves the right to change the Code of Conduct at any time. Failure to communicate within a 60-day period with your Coordinator will be considered inactive participation.

What is considered inappropriate behavior?

Foul or offensive language or hate speech (including, by way of example, but not limited to, ethnic slurs and religious epithets) as determined by CIL Jacksonville staff.
Harassment of other Consumers or CIL Jacksonville staff, including by way of example, but not limited to, threats, stalking or abuse of others.
Use of sexually explicit, harmful, threatening, abusive, defamatory, obscene, hateful, racially or ethnically offensive, or other offensive or inappropriate language, content, character names, titles, descriptions, or labels (including, by way of example, but not limited to, offensive or inappropriate fellowship names, pet names and inscriptions) profanity, slurs (including but not limited to racial, ethnic, and religious slurs), and illegal activities.
Arguing with or neglecting to follow instructions of CIL Jacksonville staff and/or board.
Impersonation of CIL Jacksonville (or its licensors’ or distributors’) personnel.
Misusing and/ or abusing property of CIL Jacksonville, including, by way of example, but not limited to, inappropriate Internet use in the computer lab.
Possession of any inappropriate items or related paraphernalia on CIL Jacksonville property or CIL Jacksonville related events (including but not limited to, weapons, alcohol, illegal drugs, etc.).
Consumers are not permitted on CIL Jacksonville property or CIL Jacksonville related events while under the influence of alcohol or illegal drugs.

Remedies for inappropriate behavior:

A consumer who violates the Code of Conduct may be warned by CIL Jacksonville staff, but some particularly serious violations or repeated violations can result in other sanctions, such as a lockout or permanent ban, without warning.
CIL Jacksonville reserves the right to revoke or terminate the service of anyone who advocates or encourages expressions of violence, bigotry, racism, hatred, or profanity. CIL Jacksonville does not tolerate racial, ethnic, sexual, or religious slurs.
While we encourage consumers to report any abuse and violations of the Code of Conduct, please do so with care. Repeated false reports may result in the suspension or removal of the reporting consumer.
Consumers who violate the Code of Conduct are subject to having their case file flagged to notify future CIL Jacksonville employers of past misconduct.

ADA Grievance Procedure

What is the Client Assistance Program?

The Client Assistance Program (CAP) helps individuals who experience problems when applying for or receiving rehabilitation or independent living services. The CAP can help if you have questions about or programs with the counselors and/or staff at: Florida Division of Vocational Rehabilitation, A Center for Independent Living, Florida Division of Blind Services

Are you eligible for CAP services?

The CAP may be able to help if you are a person with a disability who lives in Florida, and you:

Need or are receiving vocational rehabilitation (VR) or independent living (IL) services;
Have been denied VR or IL services, or have been denied an application to these programs;
Disagree with your VR or IL counselor's/coordinator's decision about the services(s) you receive or need;
Have had your VR or IL case closed and you are unhappy with the outcome.

If eligible, what can CAP do for you?

Give information about VR and IL services;
Inform you about your rights and responsibilities as an applicant or client of these programs;
Explain your employment rights under Title 1 of the Americans with Disabilities Amendments Act;
Show you how to advocate to protect and assert your rights;
Advise VR and IL agencies about programs with the "system";
Arrange for Legal Services when necessary to represent you in a formal appeal before any VR or IL agency;
Advocate for appropriate planning for students moving from school to work.

Do you have to pay for CAP services?

No, CAP services are provided at no cost to you by

Disability Rights Florida

2473 Care Drive, Suite 200, Tallahassee, Florida 32308

www.disabilityrightsflorida.org

Toll Free: 800-342-0823 TDD: 800-346-4127 Fax: 850-488-8640

What are your RIGHTS when seeking services?

Apply or reapply for services;
Receive an eligibility determination within 60 days;
Be treated with courtesy and respect;
Provide meaningful input into your rehabilitation and/or IL program;
Request and receive a written explanation if you have asked for services and have been denied;
Have the decision explained to you;
Appeal any decision about ineligibility or denial of rehabilitation and/or IL services;
Ask the CAP for help.

What are your RESPONSIBILITIES when seeking services?

Notify your counselor/coordinator if you cannot keep an appointment;
Give your counselor/coordinator accurate information about your situation;
Inform your counselor/coordinator if your situation changes;
Do what you say you will do;
Tell your counselor/coordinator when you do not understand something.

Americans with Disabilities Act (ADA) Grievance Procedure

This Grievance Procedure is established to meet the requirements of the Americans with Disabilities Act (ADA) of 1990. It may be used by anyone who wishes to file a complaint alleging discrimination on the basis of disability in the provision of services, activities, or programs provided by CIL Jacksonville of Northeast Florida. CIL Jacksonville’s Personnel Policy governs employment-related complaints of disability discrimination.

The complaint should contain information about the alleged discrimination such as name, address, phone number of complainant and location, date, and description of the problem, as included in the ADA Grievance form. Alternative means of filing complaints or receiving the grievance procedure in an alternative format, such as: large print, Braille, personal interviews or a tape recording of the complaint will be made available for persons with disabilities upon request.

The complaint should be submitted by the grievant and/or his/her designee as soon as possible, but no later than 60 calendar days after the alleged violation to:

CIL Jacksonville

ADA Coordinator

2709 Art Museum Drive

Jacksonville, FL 32207

www.CILJacksonville.org

Phone: (904) 399-8484 TTY: (904) 399-2661 Fax: (904) 396-0859

Within 15 calendar days after receipt of the complaint, the ADA Coordinator will meet with the complainant to discuss the complaint and the possible resolutions. Within 15 calendar days of the meeting, they will respond in writing, and where appropriate, in a format accessible to the complainant, such as large print, Braille, or audiotape.

The response will explain the position of CIL Jacksonville and offer options for substantive resolution of the complaint. If the response by the ADA Coordinator does not satisfactorily resolve the issue, the complainant and/or his/her designee may appeal the decision within 15 calendar days after receipt of the response to the Executive Director of CIL Jacksonville or his/her designee.

Within 30 calendar days after receipt of the appeal, the Executive Director or his/her designee will discuss the complaint and possible resolutions. Within 15 calendar days after the discussion, the Executive Director or his/her designee will respond in writing, and, where appropriate, in a format accessible to the complainant, with a final resolution of the complaint.

Disability Rights Florida

2473 Care Drive, Suite 200

Tallahassee, Florida 32308

www.disabilityrightsflorida.org

Toll Free: 800-342-0823 TDD: 800-346-4127 Fax: 850-488-8640

All complaints received by the ADA Coordinator, appeals to the Executive Director or his/her designee, and responses from these two offices will be retained by CIL Jacksonville for at least three years.

Confidentiality

We must warn you that there are certain exceptions to confidentiality that are required by law. Under Florida law, all CIL Jacksonville staff and volunteers are mandatory reporters of suspected child abuse/neglect and suspected abuse/neglect/exploitation of a vulnerable adult. This means that we may need to make a report to the Department of Children of Families if you tell us that a child has been or is being abused or neglected or that a vulnerable adult has been or is being abused, neglected, or exploited. Under Florida law, a vulnerable adult is someone 18 years of age or older who is vulnerable because of age or a disability. In addition, if you threaten to harm yourself or another person, we will have a duty to report to law enforcement. We may remind you of these reporting requirements when we are speaking with you. This does not mean that we do not want to hear what you have to say. It is our intent to make sure that you are making an informed decision at every stage of our services.