Scope

This grievance procedure applies to any concern, complaint, or dissatisfaction expressed by a participant in a Faces of Health continuing education program. Areas that may be the subject of a grievance include, but are not limited to: program content, program delivery, instructor conduct, the educational environment (including accessibility), administrative procedures, the awarding of CE credit, fees and refunds, and concerns related to nondiscrimination, cultural responsiveness, or the conduct of any Faces of Health representative.

How to file a grievance

Participants may submit a grievance in any of the following ways:

• By email to: info@facesofhealth.net
• By mail to: Faces of Health, Attn: CE Program Administrator, 250 W 1st Street, Suite 214, Claremont, CA 91711
• By phone by leaving a confidential voicemail at (909) 741-2849

To support a thorough review, participants are encouraged to include their name and contact information, the title and date of the program in question, a description of the concern, and any preferred resolution. Anonymous grievances will also be accepted and reviewed to the extent that the information provided allows.

Timeline and steps

Step 1 — Acknowledgment (within 5 business days). The CE Program Administrator will acknowledge receipt of the grievance in writing and confirm that the matter is under review.

Step 2 — Initial review and resolution attempt (within 15 business days of acknowledgment). The CE Program Administrator will review the grievance, gather relevant information, and attempt to resolve the concern directly with the participant. Where appropriate, this may include a follow-up conversation with the participant, consultation with the involved instructor, partial or full refund of fees, additional educational resources, or other resolution agreed upon by the parties.

Step 3 — Advisory Board review (within 30 business days of acknowledgment, if Step 2 does not resolve the matter). If the grievance cannot be resolved through Step 2, or if the grievance involves a potential conflict of interest with the CE Program Administrator or the program founder, the matter will be referred to the Faces of Health Continuing Education Advisory Board. The Advisory Board will review the grievance independently and recommend a resolution. The Program Administrator and program founder will recuse themselves from any Advisory Board review of a grievance in which they are the subject of the complaint.

Step 4 — Final written response (within 45 business days of acknowledgment). Faces of Health will provide the participant with a final written response describing the outcome of the review and any actions taken.

Confidentiality

Faces of Health will treat all grievances with appropriate confidentiality. Information shared during the grievance process will be limited to those individuals directly involved in reviewing and responding to the concern. Identifying information will not be shared outside of this review process without the participant’s consent, except as required by law or by APA Office of CE Sponsor Approval policies.

Non-retaliation

Faces of Health will not retaliate against any participant for filing a grievance in good faith. Participants may continue to access Faces of Health programs and services during and after the grievance process.

External recourse

If a participant is not satisfied with the outcome of the Faces of Health grievance process, or if the participant believes that the program in question violates the Standards and Criteria for Approval of Sponsors of Continuing Education for Psychologists, the participant may submit a complaint directly to:

APA Office of CE Sponsor Approval American Psychological Association 750 First Street NE Washington, DC 20002-4242 Email: ce@apa.org

Participants may also report concerns to their state psychology licensing board where applicable.

Recordkeeping

Faces of Health will maintain a confidential written record of all grievances received, the steps taken to address them, and the resolution. These records will be retained for a minimum of seven years and will be available for review during APA renewal applications and at the request of the APA Office of CE Sponsor Approval.

​This grievance procedure is reviewed annually by the Faces of Health Continuing Education Advisory Board and updated as needed. The current version is available at facesofhealth.net/ce-grievance-procedure and is provided to all participants upon registration in any Faces of Health continuing education program.