Complaint Investigation Report

LPA then interviewed Client 2 (C2), who reported that they love attending the program and that staff are patient and supportive. C2 stated that staff regularly help them when needed and denied ever hearing staff raise their voices at clients or use phrases such as “shut up” or threats of removal from the program. LPA interviewed Client 3 (C3), who described the staff as pretty good and patient. C3 also denied hearing staff yell, threaten, or speak disrespectfully to any client.

LPA interviewed Staff 1 (S1), who explained that there are times when they must speak in a louder tone, particularly when in the community with clients. S1 stated that clients sometimes wander off in stores, and they need to use a louder voice to ensure clients do not get separated from the group. S1 shared that during one outing, they asked Client 4 (C4) to hurry so the bus would not leave without them, and in response, C4 told S1 to “shut up.” S1 stated they used the situation as a teaching moment to explain to C4 that such language is not acceptable at the program and that clients are expected to communicate respectfully as adults. S1 also explained that C4 occasionally “acted up” in the community, raising their voice or throwing their hands up, which required S1 to redirect them in order to maintain safety and appropriate behavior.

LPA interviewed Staff 2 (S2), who stated they have never heard any staff yell or scream at clients. S2 stated that staff may tell clients to “keep it down” when needed, especially if clients are being loud in a classroom or community setting, but emphasized that staff do not tell clients to “shut up.”

LPA interviewed the Administrator (ADM), who stated that several employees had recently resigned and expressed concern that those individuals may have made the complaint. ADM denied that staff yell, scream, or speak inappropriately to clients and emphasized that staff are expected to communicate respectfully and professionally.

LPA also interviewed the Program Manager (PM), who stated that the staff had recently been experiencing staff to staff personality conflicts that significantly affected morale. PM explained that management addressed the issues, but some employees were dissatisfied because they did not “get their way.” PM stated that decisions had to be made based on what was best for the entire program. PM stated that staff do not yell, scream, or threaten clients. PM also explained that they have had to train staff to be mindful about how they word things and how tone may be interpreted by certain clients, as some clients may misunderstand communication even if the staff member is not acting inappropriately.