NAMI-NYC is here for you!

Our staff and volunteers strive to make everyone feel welcome and to treat everyone in a caring, inclusive, and respectful manner.  

Should I File a Grievance?  

If you have an issue(s) related to a misunderstanding, disagreement, dispute, racial bias and/or discrimination bring your concern(s) to the attention of the NAMI-NYC program staff or volunteer immediately. For a complete list of our program staff and their contact information, click here.  

We will work with you to meditate and/or resolve the difficult situation. If mediation is unable to resolve the issue, you can submit a formal written grievance.    

Please note if you want to share feedback about our programs (e.g., what you would like to see change, added, etc.), please complete the program evaluation form that you receive when you attend our program or contact the program coordinator via email or phone.  

Grievance Process  

NAMI-NYC has established guidelines to ensure staff manage and investigate grievances received from participants and/or their family members, caregivers, or supports, and work toward resolution.  

A grievance or complaint is a dissatisfaction expressed in writing by the participant, participant’s family member, caregiver, or other support (e.g. service provider) related to the provision of services at NAMI-NYC. Complaints can include but are not limited to concerns related to:  

• Abuse and/or maltreatment   
• Verbal or physical threats  
• Racial bias 
• Discrimination, or  
• Inappropriate denial or termination of NAMI-NYC program services  

How Do I File a Grievance?  

1. Contact the coordinator for the specific program to discuss your grievance via email or phone. You can also file a grievance online, by  completing this form. Note: You can access our staff contact list here. If you are unsure who to reach out to contact our Helpline at 212-684-3264, so we can direct you to the right person.   

2. The Coordinator will follow up with you to gather additional information to investigate the grievance and make best efforts to resolve the matter with you.  

3. If you are not comfortable addressing the concern directly with the Program Coordinator, you may elect to escalate to the Program Manager/Director.  

4. A written response which includes the plan to address the grievance will be developed within three (3) weeks and sent to you via email. If we do not have a valid email on file, the response will be sent via mail.  

5. If you are not satisfied with the resolution, you may elect to appeal to the Chief Operating Officer who will review and provide a decision within seven (7) business days.  

6. If you are still not satisfied with NAMI-NYC’s decision and wish to carry the grievance further, you have the option of contacting the regional mental health government offices, specifically, the NYC DOHMH Office of Consumer Affairs at 212-219-5393.  

For additional information about our process, please refer to our Participant Grievance Policy (English/Spanish).   

Thank you!